Category: Strategy

11.20.21 Read Time: 2 Mins

Is it worth competing for Service Industry Awards?

Service industry awards hold the promise of providing tangible business benefit including recognition, awareness and a healthy self-assessment from the application process. But, are service industry awards worth the effort?

11.18.21 Read Time: 2 Mins

How To Successfully Change Your Service Organization and Culture

Change is inevitable in Services but often difficult, especially when it challenges current operational and organizational norms. When you can recognize the conditions that require change and can address the …

10.18.21 Read Time: 2 Mins

From Tasks To Outcomes – Transforming The Service Organization

The current organizational structure of your Services team and alignment with other customer-facing teams may be inhibiting your ability to deliver outcomes. Organizational alignment, increased cooperation, and shared goals are …

4.19.21 Read Time: 2 Mins

Social Media – Implications and Opportunities for Service and Support

This article describes how to develop a social media strategy for Support that aligns with business goals and staffing levels. It’s better to start small than not start at all.

3.19.21 Read Time: 3 Mins

CX Principles for Success

This article introduces five CX principles necessary to establish a foundation from which to define, execute and achieve tangible, positive service outcomes.

2.3.21 Read Time: 3 Mins

Optimizing Multi-Vendor Support Collaboration

Technology is complex. When something goes wrong it can be difficult to sort out which component is at fault and which vendor is needed to assist with the troubleshooting and …

1.20.21 Read Time: 2 Mins

Customer Experience vs. Customer Success – Similarities and Differences

Guest Author Jennifer MacIntosh breaks down the similarities and differences between Customer Experience (CX) vs. Customer Success.

12.14.20 Read Time: 2 Mins

Deflection – What to Do with Your “Savings”

Savings from self-help deflection create an opportunity to reinvest in services to improve outcomes by reallocating staff to high value activities (e.g. onboarding, adoption, retention, expansion, etc.).

9.22.20 Read Time: 3 Mins

Customer Success – Why Services Should Lead

The industry is buzzing with talk of customer success, what does it mean for Services? Service organizations are in a unique position to drive customer success initiatives. Who better than …

9.7.20 Read Time: < 1

The Tangible Impact of CX and Customer Success

A well-defined CX strategy combined with an effective Customer Success (CS) operating model can yield significant and tangible benefits including retention and expansion of existing relationships and the strengthening of …

8.8.20 Read Time: < 1

Salesforce Trailhead

Learn about Salesforce Trailhead, self-paced, online learning platform provided for free to anyone. Trailhead offers an excellent example for how to develop customer proficiency.

7.19.20 Read Time: 3 Mins

The Business Impact of Support

This article defines Support excellence and explores what it takes to achieve this level of performance to maximize the impact of Support delivery.

1.27.20 Read Time: 2 Mins

Top 10 Customer Success Stats

Something more profound is happening across the industry. This article defines the state of customer success and introduces Top 10 Customer Success Facts. The fundamentals of Customer Success are not …