Service Channels
Technology vendors rely on partners to expand their geographic reach and extend access to the expertise necessary to enable the use of their products. While many vendors form channel relationships to sell products, more than two-thirds (69.7%) of technology vendors...
read moreShaping the Customer Experience (CX) with On-Line Support
The way we interact with customers directly affects the way they perceive us. When we are responsive, attentive, willing and able to provide the information or assistance they need, we increase the likelihood of providing a positive experience. When we are difficult...
read moreDo You Need SLAs?
Every technical support organization should have service level guidelines as a basis for determining how to prioritize cases and allocate resources and for managing consistent expectations with customers. Introducing service level agreements with committed performance...
read moreUnmet Demand for Support May be Massive
The demand for support by your customers may be far greater than current transaction levels suggest. In the figure below, ServiceXRG illustrates the service opportunity as the difference between customers that currently seek support and those that do not but could...
read moreTop 10 Social Practices for Support
1 Identify the communities – not hosted by you – where customers are talking about and seeking help with your products. 2 Establish communities and forums so that your customers can engage with like-minded users of your products. 3 Monitor the topics of conversation...
read moreWhat Customers Want and Where They Find It
Vendor web sites have become a secondary resource to general web searches when customers need help. Historically customers have rated the quality and effectiveness of information found on non-vendor web sites very low, but this trend has shifted with more customers...
read moreThe Future State of Post-Sales Organizational Structures
Is this what the future of post-sales organizational structures will look like? ServiceXRG has examined the current state of service organizations and the forces at work that are driving organizational transformation. ServiceXRG examines how the isolated service silos...
read moreSales Engineers and Technical Support Staff Cooperation
Sales and Support staff often work with the same customer accounts, but not always in coordinated and cooperative ways. ServiceXRG has identified three resource alignment methods used today to describe how technical resources from Service and Sales work. Independent...
read moreThree Service Organizational Structures
ServiceXRG has defined the following types service organizational structures. Which one best describes your current state? Siloed Individual service functions that operate independently from one another. Distinct service silos may report into different parts of the...
read moreKnowledge Management – Efficiency and Effectiveness Metrics
There is no limit to the number of knowledge management metrics that can be measured. There are however a finite number of metrics that must be measured. Essential metrics are those that provide insight into performance against established knowledge management goals...
read moreDefining Knowledge Management Success
Knowledge management success must be clearly defined and articulated to assure that consistent expectations are set about the impact of Knowledge Management. The definition of knowledge management success will vary from company to company and will evolve as knowledge...
read moreKnowledge Management – Defining the Business Need
Successful knowledge management is not achieved by chance, rather it is a function of understanding the scope of the required effort, establishing a clear vision of the expected benefits, and securing the support and resources necessary to execute. The formulation of...
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