2.20.24 Read Time: 4 Mins
Best Practices for Developing Customer Insights
Effective strategies to improve satisfaction and gain customer insights.
1.2.24 Read Time: 2 Mins
Five Essential Support Resolutions for the New Year
Explore pivotal Support resolutions to help ensure you’re focusing in the right areas.
11.11.23 Read Time: 2 Mins
Support Contribution Value Chain
Learn how the Support Contribution Value Chain contributes to measuring Support’s contribution to business outcomes.
11.1.23 Read Time: 2 Mins
14 New Metrics to For Better Support Insights
Learn new Support metrics to provide greater insight into the efficiency and effectiveness of your Support team.
8.12.23 Read Time: 2 Mins
The Support Contribution Index
Learn how to connect the effort of Support teams to the value they deliver to the business.
3.30.23 Read Time: < 1
Self-Service Initiatives (Still) Fall Short
The impact of self-help is often overstated (or worse, not known) and the ability to improve self-help performance is underfunded.
3.9.23 Read Time: 2 Mins
Support Funding Levels
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 …
2.17.23 Read Time: < 1
Self-Service Deflection Trends 2012 – 2022
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
Differences between Customer Support and Customer Success
As we embrace Customer Success it is imperative that we have a shared understanding about what Customer Success is and is not.
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 …
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 …
11.30.21 Read Time: < 1
Retention is Paramount – Make it a Strategic Priority!
We have become too dependent on electronic surveys and NPS/CSat scores to tell us that our customers are okay. This cannot always provide enough insights to tell us why we …
9.28.21 Read Time: 2 Mins
The Right Metrics for Support and Success
This article introduces 8 essential metrics for Support and Customer Success.
8.23.21 Read Time: < 1
Recurring Revenue Rate
The amount of recurring revenue a company receives may increase, stay the same, or decline for a given period. Recurring Revenue Rate indicates the percent change in the amount of …
7.8.21 Read Time: 2 Mins
Beyond Self-Service Deflection
The use of Self-Service deflection as a basis to justify investments in Self-Service fosters an expectation that it is only capable of reducing costs. This article explains why Self-Service is …
6.21.21 Read Time: 3 Mins
Improve Support CX by Understanding What Users Want and Need
When customer expectations are not known or well managed – the instances of dissatisfaction with Support will rise. This article introduces the top reasons for customer dissatisfaction.