BLOG

GUEST POST: Sell Services Faster and More Accurately

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.

read more
GUEST POST: Service Outsourcing Should Be at the Top of Your 2021 To-Do List

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.

read more
The 2 Keys to Preventing Support Issues

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.

read more
Optimizing Multi-Vendor Support Collaboration

Optimizing Multi-Vendor Support Collaboration

Technology is complex. When something goes wrong it can be difficult to sort out which component is at fault and which vendor is needed to assist with the troubleshooting and resolution. Formal, multi-vendor support collaboration is essential to optimizing issue resolution.

read more
Support Case Resolution: Are You Missing These 9 Best Practices?

Support Case Resolution: Are You Missing These 9 Best Practices?

From case open to closure, Support case management and resolution processes must be efficient and effective. Yet case management is the most costly and time-consuming Support process and remains labor-intensive and largely sub-optimized. Improve your processes—and customer value metrics—with these research-based best practices.

read more
Is It Time to Modernize Your Service Portfolio?

Is It Time to Modernize Your Service Portfolio?

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 revenue growth. This article will help you to determine the type of post sales service portfolio you need.

read more
Our 2021 Support Demand Forecast

Our 2021 Support Demand Forecast

How would you rate your visibility into future Support demand?  As you start the new year—AND as you navigate from Q1 through Q4 and into 2022, your understanding of how demand for Support will change is critical to planning, both short-term and long-term. Drawing from extensive research we recently conducted and published, here’s our 2021 Support demand forecast.

read more
The State of Customer Support 2021

The State of Customer Support 2021

One of the most profound changes to the technology services industry is the clear shift away from selling perpetual product ownership toward a concerted effort to drive customers to subscription-based relationships. As we enter the new year the strategic role of Support must be realigned with overall corporate strategies focused on creating enhanced customer experiences, driving adoption, and maximizing customer retention. This article introduces key observations about how Support is transforming and offers recommendations about support imperatives for the year ahead.

read more
How to Measure Net Recurring Revenue

How to Measure Net Recurring Revenue

Net Recurring Revenue is a comprehensive indicator that reveals the extent to which you are retaining, expanding and growing customer relationship value. Examining the specific underlying elements that contribute to the calculation of Net Recurring Revenue provides the necessary insights to identify the root causes of churn, attrition and contraction. In addition, examining the reasons for revenue growth presents opportunities to embrace and expand practices that encourage expansion of relationship value.

read more
Scaling Support Delivery Through Digital Transformation

Scaling Support Delivery Through Digital Transformation

Scaling Support Delivery requires the digital transformation of support and an increased use of digital technologies to improve and extend core support processes and enable new service capabilities. Digital transformation includes human-assisted, self-assisted and fully automated support transactions. This article defines and introduces key characteristics of the digital transformation to scale support delivery.

read more
The Journey from Support to Customer Success

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 and Service teams must rethink their 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.

read more
Customer Success – Why Services Should Lead

Customer Success – Why Services Should Lead

The industry is buzzing with talk of customer success, what does it mean for Services? Service organizations are in a unique position to drive customer success initiatives. Who better than Services to understand the challenges customers face in using products and the gratitude that can be earned by helping them.  It is time for Services to take a leadership role in driving the principles of customer success across the company.

read more

Pin It on Pinterest