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Blog : All Posts

Blog

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 …

6.3.22 Read Time: 2 Mins

Five Steps to Optimize Your Organization

The way you are organized could be inhibiting your ability to retain and grow recurring revenue. If your services team is too focused on attainment of transactional tasks it may …

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 …

5.16.22 Read Time: 2 Mins

Community Metrics

The number of distinct sites where your products and service-related issues are discussed in an active and ongoing way. May include your own discussion forums, or those hosted by third …

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.

4.21.22 Read Time: 2 Mins

Retention Strategies to Keep the Customers You Have

This article introduces retention strategies to help you keep the customers you have.

4.19.22 Read Time: 2 Mins

Ten Steps to Quantify the Business Impact of Support

This article introduces 10 steps to take to quantify the business impact of support.

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.

2.15.22 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 …

1.24.22 Read Time: 2 Mins

Protecting Customer Data During the Support Process

With new data protection requirements and security threats it’s important that Support organizations understand their role in protecting their organizations from these risks. This article introduces how to protect customer …

1.17.22 Read Time: 3 Mins

How to Prioritize Service Initiatives

Your list of service initiatives is probably long, and the level of effort required to do everything exceeds the staff and or budget you have available. You can’t do it …

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

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