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Blog : All Posts

Blog

11.30.21 Read Time: < 1

Retention is Paramount – Make it a Strategic Priority!

We have become too dependent on electronic surveys and NPS/CSat scores to tell us that our customers are okay. This cannot always provide enough insights to tell us why we …

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 …

11.17.21 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 …

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 …

10.15.21 Read Time: 2 Mins

Customer Success Marketing and Portfolio Management

Technology service programs are evolving to offer new value and benefits such as use and adoption assistance and resources to help attain successful outcomes. As technology service programs change service …

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.

9.12.21 Read Time: 2 Mins

Take Action to Scale Support Delivery

The future success of Customer Support relies on the ability of Support to scale to meet growing demand and fulfill an expanded, success-focused mission. Learn about proven initiatives for scaling …

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:

8.27.21 Read Time: < 1

Nine Best Practices to Help Customers Help Themselves

Many new support cases can be avoided if customers are able to access the knowledge and expertise of Support. Leverage these 9 best practices to help customers help themselves with …

8.23.21 Read Time: < 1

Recurring Revenue Rate

The amount of recurring revenue a company receives may increase, stay the same, or decline for a given period. Recurring Revenue Rate indicates the percent change in the amount of …

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.

8.13.21 Read Time: < 1

Seven Strategies to Prevent Support Cases

Identifying and alleviating performance and usability issues can go a long way toward preventing demand for Support. Leverage these 7 strategies for issue prevention to help lessen Support demand:

7.15.21 Read Time: 4 Mins

Maximizing the Return on Your Support Knowledge Base

The Support organization encompasses extensive experience and expertise about how to use and apply products. Access to this Support knowledge is the primary reason customers contact Support. This article explains …

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 …

7.8.21 Read Time: 2 Mins

Beyond Self-Service Deflection

The use of Self-Service deflection as a basis to justify investments in Self-Service fosters an expectation that it is only capable of reducing costs. This article explains why Self-Service is …

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 …

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