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The Journey from Support to Customer Success

The journey from Technical Support to Customer Success requires more than a name change or the addition of a team of Customer Success Managers. To fully embrace Customer Success, Support must rethink its role and adopt new ways to engage, retain and grow customer relationships. This article introduces four key milestones to help you define essential Customer Success capabilities.

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Is Customer Success Right for Your Business?

Customer Success is a strategy to maximize customer retention and create opportunities for revenue expansion within the customer base. It is not simply an organizational structure, process, team, or job description. This article offers a guide to determine if Customer Success is right for your business.

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Are you Ready for Customer Success?

Customer Success is a strategy to maximize customer retention and create opportunities for revenue expansion within the customer base. It is not simply an organizational structure, process, team, or job description. This article offers a guide to determine if you are ready for Customer Success.

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Optimizing Service Outcomes with Channel Partners

Technology vendors that rely on partners to perform critical service functions must have a well-defined and executed channel strategy to maximize service sales effectiveness and sustain customer loyalty. This article outlines the steps necessary to optimize services through channel partners and introduces several research studies for channel management best practices.

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Customer Success Defined

Customer Success is a strategy to maximize customer retention and create opportunities for revenue expansion within the customer base. It is not simply an organizational structure, process, team, or job description. This article offers a concise definition of Customer Success and describes the essential practices and activities necessary to implement a Customer Success strategy.

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Technical Support Excellence Defined

Technical Support Excellence is the achievement of the maximum positive impact on profitability and reputation of the company, product or brand being supported through the efficient and effective delivery of support. Technical Support Excellence does not require that every customer is delighted with every service transaction or that Support achieves a perfect Net Promoter or Customer Satisfaction score.

Excellence means that Support has defined and achieved the optimal level of performance and impact from Support delivery given current investment levels in Support and its dependencies on other organizations within the company.

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How Much Should You Charge for Support?

The average prices for support programs range from 15.6 percent for a basic level of support to more than 26 percent for a high-end premium offer. Setting the correct price for your support programs begins with a baseline understanding of what your market will bear but ultimately the price must be based on the type and level and entitlements offered. This article offers guidelines for setting the right price for your support programs.

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Should you charge for support?

If you want to make money from support, you need to charge for it and most technology companies do. The majority (89.7%) of technology companies offer some form of fee based support option.

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The problem with organizational silos

Organizational silos create barriers to customer success by inhibiting the levels of coordination and cooperation necessary to retain and grow customer relationships. The hand off from one department to the next creates gaps between expectations set and how they are met. This study reveals how the isolated sales and service silos of the past can evolve to drive Customer Success.

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