9.7.20 Read Time: < 1
The Tangible Impact of CX and Customer Success
A well-defined CX strategy combined with an effective Customer Success (CS) operating model can yield significant and tangible benefits including retention and expansion of existing relationships and the strengthening of …
9.5.20 Read Time: < 1
Top 10 Practices For Measuring First Contact Resolution
First Contact Resolution (FCR) measures the percent of assisted support cases that are resolved as a result of the initial interaction with a qualified support representative. Resolving cases at first …
8.17.20 Read Time: < 1
Treat Your Service Portfolio as a Product Line
Service and Success programs are a significant source of revenue. To assure that they yield their maximum revenue potential, treat service portfolios as strategic offerings in the corporate portfolio by …
8.8.20 Read Time: < 1
Learn about Salesforce Trailhead, self-paced, online learning platform provided for free to anyone. Trailhead offers an excellent example for how to develop customer proficiency.
Read Time: 5 Mins
How Productive is Your Support Organization?
How efficient and effective is your support organization? Do you measure how efficiently staff are handling core support activities? Do you meet or exceed industry performance benchmarks? The process of …
7.19.20 Read Time: 3 Mins
The Business Impact of Support
This article defines Support excellence and explores what it takes to achieve this level of performance to maximize the impact of Support delivery.
7.1.20 Read Time: < 1
Why Can’t You Close More Cases at First Contact?
What percent of cases can your Support team close at first contact? The industry average rate across all customer segments and product types is 53.7%. Some support groups close cases …
6.5.20 Read Time: 4 Mins
First Contact Resolution (FCR) Defined
First Contact Resolution (FCR) is a common metric used throughout the technology services and broader customer services industries. While widely used the underlying inputs and assumptions that makeup FCR vary …
5.2.20 Read Time: 2 Mins
Service Renewal Rates
Once a company has established a service relationship with a customer the service renewal policies and practices it uses determine whether it sustains the relationship or puts the relationship at …
4.15.20 Read Time: < 1
Should You Charge For Support?
If you want to make money from support, you need to charge for it and most technology companies do.
3.1.20 Read Time: 2 Mins
Do You Need SLAs?
Every technical support organization should have service level guidelines as a basis for determining how to prioritize cases and allocate resources and for managing consistent expectations with customers. Introducing service …
2.24.20 Read Time: 3 Mins
Self-Help and Automation – Risks and Rewards
Companies that apply self-service and support automation can yield significant benefits, but not without risks. This article examines the risk and rewards associated with Self-service and support automation initiatives.
2.19.20 Read Time: 2 Mins
Digital Customer Experiences (dCX)
Learn how to measure customer experiences delivered through digital channels.
2.12.20 Read Time: < 1
Stop Selling Support and Start Selling Success
It is no longer enough to attach a support program to a product sale. Effective Success Sales teams must be able to establish long term service relationships that last and …
2.3.20 Read Time: 2 Mins
Bad Attach? Is There Such a Thing?
If you only care about the first-year revenue from support and maintenance contracts, then any attach is a good attach. If you want to maximize revenue from the support annuity, …
Read Time: < 1
When new customers purchase service agreements you must make certain that they understand how to access and use the services they are entitled to through a formal service onboarding process. …