Staffing and Organization
Staffing, Roles and Organizational Design.
To be fully successful with services you will need to be proficient in the right capabilities and have the maturity to execute. This article introduces the six characteristics of highly effective service organizations.
This article introduces practices to grow revenue by enabling Sales to sell services and to overcome customer objections.
This article introduces retention strategies to help you keep the customers you have.
This article introduces 10 steps to take to quantify the business impact of support.
Digital Engagement builds on the principles of self-help and extends benefits to both vendors and their customers by offering more ways to scale and sustain ongoing relationships.
Each year we begin by asking you about your top service challenges. Here are the results for 2022.
Services are the key to maximizing recurring revenue when companies have the capability to define, sell, and deliver the services customers need. Customers that have access to success focused services are 2.8 times more likely to continue and expand existing relationships. Find out if you offer the services your customers need.
Customer Success Management encompasses the practices, programs, resources, tools, and metrics required to help customers successfully use products to achieve their desired business outcomes.
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 data during multi vendor support with partners.
Your list of service initiatives is probably long, and the level of effort required to do everything exceeds the staff and or budget you have available. You can’t do it all so you need to prioritize what is most important. This article offers guidance on how to prioritize your most important initiatives.
Corporate financial performance depends on Services to nurture, retain, and grow customer relationship value. Companies are taking steps to modernize services and shift them to proactive, success-focused growth engines
We have become too dependent on electronic surveys and NPS/CSat scores to tell us that our customers are okay. This cannot always provide enough insights to tell us why we lose customers. To reduce churn, you need to do more.