Blog : All Posts
1.19.21 Read Time: 2 Mins
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 …
12.14.20 Read Time: 2 Mins
Savings from self-help deflection create an opportunity to reinvest in services to improve outcomes by reallocating staff to high value activities (e.g. onboarding, adoption, retention, expansion, etc.).
12.4.20 Read Time: 5 Mins
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 …
11.11.20 Read Time: < 1
Support Imperative: Track and Report Defects. If a customer took the time to report an issue, Support has the obligation to document this event.
10.27.20 Read Time: < 1
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 …
10.22.20 Read Time: 3 Mins
10.15.20 Read Time: 2 Mins
Industry average performance is not good enough. To maximize support and maintenance contract revenue you need a clear picture of your current situation or a plan to understand and mitigate …
10.2.20 Read Time: 3 Mins
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 …
9.30.20 Read Time: 2 Mins
Is it a good thing if customers need support or is this a problem? The need for support is inevitable and communicating with your customers is always a good thing. …
9.22.20 Read Time: 3 Mins
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 …
9.9.20 Read Time: 2 Mins
There is a point when a contact center has achieved its highest attainable level of resolving cases at first contact. The attainment of this level of FCR does not imply …
Read Time: 3 Mins
Time to Resolution (TTR) is a metric to measure the elapsed time it takes for Support to resolve a case. This article introduces the definition and inputs required to measure …
9.7.20 Read Time: < 1
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
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
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: 5 Mins
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 …
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.
7.19.20 Read Time: 3 Mins
This article defines Support excellence and explores what it takes to achieve this level of performance to maximize the impact of Support delivery.
