Archives for Tom Sweeny
3.30.23 Read Time: < 1
The impact of self-help is often overstated (or worse, not known) and the ability to improve self-help performance is underfunded.
3.15.23 Read Time: 2 Mins
Service teams are shifting their focus to the attainment of strategic outcomes.
3.9.23 Read Time: 2 Mins
Support funding levels range dramatically based on many factors including the size of the company, the type of product being sold and the rate of growth of the company or …
3.6.23 Read Time: 4 Mins
Generative AI technology can create useful types of new content in audio, graphical, and text formats. With the right instructions and knowledge inputs it can write code, produce music, and …
2.17.23 Read Time: < 1
For the past decade, reported self-service deflection has averaged 22.8%. The industry trend for deflection has slowed down slightly.
2.10.23 Read Time: 5 Mins
As we embrace Customer Success it is imperative that we have a shared understanding about what Customer Success is and is not.
2.2.23 Read Time: 5 Mins
This article provides initial impressions and experiences with ChatGPT and offer thoughts about the potential implications for Technical Support and Customer Success.
1.24.23 Read Time: < 1
Learn about the trends shaping Support and the best practices companies use to optimize Support efficiency.
11.3.22 Read Time: 2 Mins
This article introduces the state of proactive support today and introduces steps for support teams to become more proactive.
10.12.22 Read Time: 2 Mins
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
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 …
8.17.22 Read Time: 2 Mins
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 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
Leverage the power and potential of today’s chatbots to scale support delivery capability.
7.12.22 Read Time: 2 Mins
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
Five fixes to improve support experiences and improve customer satisfaction
6.25.22 Read Time: < 1
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
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 …
