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Blog : All Posts

Blog

7.1.21 Read Time: 2 Mins

4 Unintended Consequences of Self-Service Deflection

Self-Service deflection can provide both benefits as well as some unintended consequences. This article introduces what to expect from self-service deflection and how to prepare for possible consequences.

6.29.21 Read Time: 2 Mins

Six Steps to Effective Customer Success Planning

Planning for customer success starts with establishing how your customers define success with your products. By understanding what your customers expect it is possible to align resources to help customers …

6.24.21 Read Time: 2 Mins

Six Steps to Measure Self-Service Deflection

Self-Service deflection is the rate at which self-help and automated resources satisfy customers’ service demands that would otherwise be handled by assisted service staff. This article introduces a concise definition …

6.22.21 Read Time: 2 Mins

Eight Essential Customer Onboarding Practices

Successful onboarding is essential to get customers set up to use and adopt their new product and prepared to achieve their desired outcomes. This article introduces eight onboarding practices necessary …

6.21.21 Read Time: 3 Mins

Improve Support CX by Understanding What Users Want and Need

When customer expectations are not known or well managed – the instances of dissatisfaction with Support will rise. This article introduces the top reasons for customer dissatisfaction.

6.15.21 Read Time: 2 Mins

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.

6.8.21 Read Time: < 1

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.

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

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).

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.

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 …

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