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Blog : Programs

Category: Programs

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 …

5.2.22 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.

2.15.22 Read Time: 3 Mins

How Adoption and Success Services Drive Recurring Revenue

Services are the key to maximizing recurring revenue when companies have the capability to define, sell, and deliver the services customers need. Customers that have access to success focused services …

2.12.22 Read Time: 2 Mins

From Support to Success Portfolios

Modern, well-defined post-sales service portfolios that combine elements of Customer Support and Customer Success can significantly increase your ability to help customers use and apply products; reduce churn; and expand …

2.6.22 Read Time: < 1

Customer Success Management

Customer Success Management encompasses the practices, programs, resources, tools, and metrics required to help customers successfully use products to achieve their desired business outcomes.

2.3.22 Read Time: < 1

Your Support Value Proposition is Out of Date

In a subscription economy your support value proposition is likely out of date. If your value proposition is based on promising access to updates and service level response its time …

11.17.21 Read Time: 2 Mins

Service Planning Drives Results

To be successful with Services, you must establish a Service plan. To be effective, the Service plan must clearly define the role of Services within your company, prioritize service initiatives …

10.15.21 Read Time: 2 Mins

Customer Success Marketing and Portfolio Management

Technology service programs are evolving to offer new value and benefits such as use and adoption assistance and resources to help attain successful outcomes. As technology service programs change service …

8.20.21 Read Time: < 1

Ten Strategies to Build Customer Proficiency

Higher levels of customer proficiency lead to faster product adoption and less need for support assistance. Leverage these 10 strategies will help customers develop essential product skills.

5.28.21 Read Time: 2 Mins

How Much Should You Charge for Support?

How much should you charge for Support?  It’s a driving question as your organization seeks to drive recurring revenue growth. And it’s a balancing act. Let’s explore a Support pricing …

5.25.21 Read Time: 2 Mins

Why Your Customers Don’t Renew and What You Can Do About It

This article introduces practices to grow revenue by enabling Sales to sell services and to overcome customer objections.

4.19.21 Read Time: 2 Mins

Strategies for the Successful Transition to a Subscription Model

Companies that attach services to their core products, professional services firms, and companies that sell their products as-a-service need to be aware of revenue recognition standard (ASC 606).

3.9.21 Read Time: 4 Mins

Sell Services Faster and More Accurately

Company executives understand that selling services alongside core product offerings leads to greater alignment and customer value, while subsequently decreasing the likelihood of customer churn and loss of recurring revenue. …

10.15.20 Read Time: 2 Mins

Moving Beyond Industry Average Renewal Performance

Industry average performance is not good enough.  To maximize support and maintenance contract revenue you need a clear picture of your current situation or a plan to understand and mitigate …

8.17.20 Read Time: < 1

Treat Your Service Portfolio as a Product Line

Service and Success programs are a significant source of revenue. To assure that they yield their maximum revenue potential, treat service portfolios as strategic offerings in the corporate portfolio by …

4.15.20 Read Time: < 1

Should You Charge For Support?

If you want to make money from support, you need to charge for it and most technology companies do.

3.1.20 Read Time: 2 Mins

Do 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 …

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