6.6.21 Read Time: 2 Mins
Setting Goals and Objectives for Knowledge Management Success
Knowledge management success must be clearly defined and articulated to establish reasonable expectations and performance targets for knowledge management initiatives. Success must be expressed in terms of formal goals, objectives, …
5.28.21 Read Time: 2 Mins
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 …
5.27.21 Read Time: 5 Mins
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 …
5.25.21 Read Time: 2 Mins
Why Your Customers Don’t Renew and What You Can Do About It
This article introduces practices to grow revenue by enabling Sales to sell services and to overcome customer objections.
5.1.21 Read Time: 4 Mins
What Support Leaders Need to Know About Applying AI to Support
Support has been relentless in the pursuit of continuous improvement, yet the function of Support has remained fundamentally unchanged for decades. AI is a critical catalyst that will help enable …
4.19.21 Read Time: 2 Mins
Social Media – Implications and Opportunities for Service and Support
This article describes how to develop a social media strategy for Support that aligns with business goals and staffing levels. It’s better to start small than not start at all.
Read Time: 2 Mins
Strategies for the Successful Transition to a Subscription Model
Companies that attach services to their core products, professional services firms, and companies that sell their products as-a-service need to be aware of revenue recognition standard (ASC 606).
4.15.21 Read Time: 5 Mins
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.
4.12.21 Read Time: 2 Mins
7 Steps For Successful Service Automation
Automation of technical support or customer success functions may yield great returns, yet some service activities can be difficult to replicate with systems. This article introduces 7 Steps For Successful …
3.28.21 Read Time: 2 Mins
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?
3.20.21 Read Time: < 1
Have your tried to contact your company for support?
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 …
3.19.21 Read Time: 3 Mins
CX Principles for Success
This article introduces five CX principles necessary to establish a foundation from which to define, execute and achieve tangible, positive service outcomes.
3.9.21 Read Time: 4 Mins
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. …
Read Time: 2 Mins
Support Funding Levels
Support funding levels range dramatically based on many factors including the size of the company, the type of product being sold and the rate of growth of the company or …
2.20.21 Read Time: 4 Mins
Service Outsourcing Should Be at the Top of Your 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 …
2.15.21 Read Time: 2 Mins
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 …
2.10.21 Read Time: 2 Mins
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 …
2.5.21 Read Time: 2 Mins
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 …