2.15.23 Read Time: 2 Mins
What is the primary expected outcome of your service organization?
Service teams are shifting their focus to the attainment of strategic outcomes.
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.
8.17.22 Read Time: 2 Mins
What Separates Service Market Leaders From the Rest of Us?
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.
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 …
6.1.22 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 …
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.
3.1.22 Read Time: < 1
Top Support and Customer Success Challenges
Each year we begin by asking Service leaders about their top service challenges.
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 …
12.2.21 Read Time: < 1
Six Critical Service Practices for Business Success
Corporate financial performance depends on Services to nurture, retain, and grow customer relationship value. Companies are taking steps to modernize services and shift them to proactive, success-focused growth engines
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 …
11.6.21 Read Time: < 1
Is Your Service Team Optimized?
ServiceXRG has identified the following types service organizational structures common within the technology industry. Which one best describes your current state? Individual service functions operate independently from one another. (support, …
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 …
5.1.21 Read Time: 4 Mins
What Support Leaders Need to Know About Applying AI to Support
Support has been relentless in the pursuit of continuous improvement, yet the function of Support has remained fundamentally unchanged for decades. AI is a critical catalyst that will help enable …
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. …