11.3.22 Read Time: 2 Mins
How to Increase Proactive Support Engagement
This article introduces the state of proactive support today and introduces steps for support teams to become more proactive.
10.28.22 Read Time: < 1
The State of Support 2023
Learn about the trends shaping Support and the best practices companies use to optimize Support efficiency.
10.12.22 Read Time: 2 Mins
Support Demand Trends 2023
Support demand grew at 11% in the past year, and we anticipate that demand will continue to grow for most companies but at a slower rate. Understanding how demand for …
10.1.22 Read Time: 2 Mins
The State of Self-Help and Automation
Self-help is essential for companies meet growing support demand but should not be the only strategy companies rely on to scale support delivery. This article presents the current use of …
9.17.22 Read Time: < 1
Self-Service Deflection Trends 2012 – 2022
Self-Service deflection has averaged 22.2%. In 2020 self-help deflection stood at 19.8%. The industry trend for deflection has sloped down (-.5%) during the last decade. This article provides a historic …
8.17.22 Read Time: 2 Mins
What Separates Service Market Leaders From the Rest of Us?
Do you have what it takes to be a service market leader? Learn the six service capabilities necessary to become a market leader. Get an instant assessment.
8.1.22 Read Time: 2 Mins
Onboarding by the Numbers
Onboarding is a critical practice and when done correctly is proven to help customers adopt products and achieve value. See our other onboarding articles including For customers that do receive …
7.20.22 Read Time: 2 Mins
Three Applications for Scaling Support with Chatbots
Leverage the power and potential of today’s chatbots to scale support delivery capability.
7.12.22 Read Time: 2 Mins
Are Your Services Optimized to Drive Business Outcomes?
Your efforts to deliver service quickly and completely, provide great experiences, and satisfy customers are important, but consider – Service delivery performance it is not the end goal, it’s a …
7.1.22 Read Time: 2 Mins
A Quick Fix to Improve Support Experiences and Customer Satisfaction
Five fixes to improve support experiences and improve customer satisfaction
6.25.22 Read Time: < 1
Service Drives Business Outcomes
Delivering services leads to greater alignment between products sold and the value customers derive from using them, while subsequently decreasing the likelihood of customer churn and loss of recurring revenue. …
6.6.22 Read Time: 4 Mins
You Call that Customer Success?
As organizations look to embrace Customer Success it is important to have solid understanding about what Customer Success is and is not. Too often we find examples of Customer Success initiatives …
6.3.22 Read Time: 2 Mins
Five Steps to Optimize Your Organization
The way you are organized could be inhibiting your ability to retain and grow recurring revenue. If your services team is too focused on attainment of transactional tasks it may …
6.1.22 Read Time: < 1
It’s Time to Modernize Your Service Portfolio
The industry-wide transition to subscription demands a new approach to service portfolio design. The result is a shift from service portfolios designed for post-sales issue resolution to a expanded role …
5.16.22 Read Time: 2 Mins
The number of distinct sites where your products and service-related issues are discussed in an active and ongoing way. May include your own discussion forums, or those hosted by third …
5.2.22 Read Time: 2 Mins
Six Characteristics of Highly Effective Service Organizations
To be fully successful with services you will need to be proficient in the right capabilities and have the maturity to execute. This article introduces the six characteristics of highly …
4.25.22 Read Time: 2 Mins
Service Sales Enablement and Overcoming Objections
This article introduces practices to grow revenue by enabling Sales to sell services and to overcome customer objections.