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.
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 …
7.12.22 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 …
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 …
3.10.22 Read Time: 3 Mins
Self-Help to Digital Engagement
Digital Engagement builds on the principles of self-help and extends benefits to both vendors and their customers by offering more ways to scale and sustain ongoing relationships.
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 …
2.6.22 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.
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?
11.17.21 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 …
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.
9.3.21 Read Time: < 1
Five Ways to Automate Service Delivery
Automation plays an increasingly important role in support case deflection and management activities. Leverage these 5 service automation strategies to free up your skilled support staff for higher value activities:
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.
7.13.21 Read Time: < 1
Eight Strategies for Keeping in Touch with Customers
Healthy customer relationships require an ongoing dialogue through digital media, self-help, communities and direct interaction with Support and Customer Success team members. This article introduces eight customer interaction best practices …
7.6.21 Read Time: < 1
Stay Current with Customer Outcomes: Six Best Practices For Ongoing Assessments
To develop and sustain a lasting customer relationship you must have a clear understanding of their expectations and the ability to help them achieve their outcomes. This article introduces six …
6.29.21 Read Time: 2 Mins
Six Steps to Effective Customer Success Planning
Planning for customer success starts with establishing how your customers define success with your products. By understanding what your customers expect it is possible to align resources to help customers …
6.22.21 Read Time: 2 Mins
Eight Essential Customer Onboarding Practices
Successful onboarding is essential to get customers set up to use and adopt their new product and prepared to achieve their desired outcomes. This article introduces eight onboarding practices necessary …