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Seven Engagement Practices for a Successful Sales-to-Service Handoff
Effective customer engagement starts with Service and Sales coordination. Know these seven essential sales-to-service handoff practices to help your organization foster continued Customer Success and recurring revenue growth.
The State of Self-Service Tech Support
Self-service is essential for companies meet growing support demand but should not be the only strategy companies rely on to scale support delivery. This article assesses the state of self-service tech support and examines the use of self-help and service automation.
Five Customer Engagement Best Practices to Develop, Retain, and Grow Relationships
Customer engagement is vital to long term positive relationships with customers. This article introduces the five essential customer engagement practices necessary to develop, retain and grow customer relationships.
SURVEY: Top Tech Service Challenges for 2021
What do you consider to be the top challenges for your service organization? Hiring, training and retaining staff? Transitioning to a subscription model? Implementing new service technologies? Redefining your service portfolio? Adopting success practices? Satisfying and retaining customers? Expanding revenue?
How Much Should You Charge for Support?
How much should you charge for Support? It’s a driving question as your organization seeks to drive recurring revenue growth. And it’s a balancing act. Let’s explore a Support pricing model that’s been shown to work equally well for businesses and their customers.
Three Critical Metrics to Retain and Grow Customer Relationship Value
You have a lot of customer data, but does it tell you everything you need to know about how to engage and sustain long term profitable relationships? ServiceXRG CEO Tom Sweeny explains his three critical customer relationship value metrics — why they matter, how to calculate them.
Beyond NPS: Eight Metrics for Support and Success
High Net Promoter Scores as the desired outcome of Support and Customer Success interactions, while positive, is not enough because they it does not connect service delivery excellence with tangible business outcomes.
How to Define and Measure Self-Service Deflection Rates
How do you accurately measure self-service deflection rates? In this post, ServiceXRG CEO Tom Sweeny outlines a highly reliable deflection metric that you can put to work now.
Seven Critical Steps for Successful Service Delivery Automation
This article introduces seven critical steps for successful service delivery automation and examines the intricacies and challenges associated with automating service processes.
Essential Customer Success Activities
Half of the organizations we surveyed executed on LESS than half of these core Customer Success actions. How does your company stack up — and where can you improve?
GUEST POST: 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. Well-defined services and the means to sell them are imperative. so why is selling services so difficult? This article introduces 10 ways to help Sales teams sell services.
GUEST POST: Service Outsourcing Should Be at the Top of Your 2021 To-Do List
Today’s customer service leaders are under enormous pressure to deliver high quality service to more customers across a growing number of channels with budgets that are not matching the pace of interaction growth. Facing these constraints, some may find themselves purposely hindering the customer experience (turning off channels, reducing hours of service, or increasing acceptable response time windows) instead of considering an entirely different approach to their costs. Read about why you should really be considering outsourcing right now.
Best Practices and Metrics for Assisted Support Delivery
Making it easy for customers to get help depends upon the channels available to access support resources and request assistance. Many companies offer assistance by phone but there is a clear shift towards electronic channels.
The 2 Keys to Preventing Support Issues
Our research has revealed that nearly a third (32%) of Support demand stems from questions related to either installation, configuration, or setup. This understanding gives companies an immense opportunity to reduce this demand—and we see two major keys to ongoing Support issue prevention.
Poor Support Case Management Practices = Missed Opportunities
Incomplete case records diminish Support’s ability to identify root causes of support demand and plan mitigation efforts such as enhanced self-help, product improvements, and training. This article describes how poor support case closure practices lead to missed opportunities.