Staffing and Organization
Staffing, Roles and Organizational Design.
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How Organizational Structure Limits Your Ability to Achieve Service Outcomes
The current organizational structure of your Services team and alignment with other customer facing resources may inhibit your ability to retain customers and expand relationship value. Organizational alignment, increased cooperation, and shared goals are key to customer retention and revenue expansion initiatives.
Strategies for the Successful Transition to a Subscription Model
To successfully embrace subscription licensing models companies must adopt a subscription mindset. this article introduces the strategies and practices to make the successful transition to a subscription model.
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 delivering support is labor intensive and costly. It is imperative that you establish and measure support productivity. Learn How.
When is a Disaster not a Disaster for Support? When you have a plan.
What is your ability to deliver Support if the building loses power? Or if there is a small fire in the kitchen? Or if the roads nearby are closed and people can’t get to the office? None of these things are actually disasters, and all of them can happen for very ordinary reasons. The fact is these and many other situations may disrupt your ability to deliver support to customers. Do you have a plan?
The problem with organizational silos
Organizational silos create barriers to customer success by inhibiting the levels of coordination and cooperation necessary to retain and grow customer relationships. The hand off from one department to the next creates gaps between expectations set and how they are met. This study reveals how the isolated sales and service silos of the past can evolve to drive Customer Success.
Three Organizational Models to Describe How Sales and Support Can Cooperate
Sales and support staff often work with the same customer accounts, but not always in coordinated and cooperative ways. ServiceXRG has identified three organizational models to describe how sales and support can cooperate.
Are you organized for Customer Success?
Coordination and cooperation across customer facing departments makes good business sense. So why aren’t more companies creating unified post-sales organizations? ServiceXRG examines the current state of Service and Sales cooperation and the forces at work that are driving organizational transformation. This study reveals how the isolated sales and service silos of the past can evolve to drive Customer Success.
Are You Ready for the End of Organizational Silos?
Coordination and cooperation across customer facing departments makes good business sense. So why aren’t more companies creating unified post-sales organizations? ServiceXRG examines the current state of Service and Sales cooperation and the forces at work that are driving organizational transformation. This study reveals how the isolated sales and service silos of the past can evolve to drive Customer Success.
Post-Sales Organizations are Broken
Organizational silos create barriers to customer success by inhibiting the levels of coordination and cooperation necessary to retain and grow customer relationships. If you cannot achieve the necessary level of inter-department cooperation within your current post-sales organizational structure it’s time to tear down your silos.
Top Findings from the Customer Success Practices and Metrics Study
ServiceXRG presents the top findings from its comprehensive Customer Success Practices and Metrics Study.
Learn how to take your customer success initiative to the next level of performance and get your copy of the complete study findings.
ServiceXRG Featured in Software Executive Magazine: The State of Customer Success
ServiceXRG’s is pleased to be featured in the December issue of Software Executive Magazine. The article titled: The State of Customer Success – Where We Are and Where We Are Going draws upon ServiceXRG’s recent study of customer success practices and metrics.
The SaaS Report announces its Top Women Leaders in SaaS of 2018
The SaaS Report (TSR) announced its Top Women Leaders in SaaS of 2018. TSR received over 3,500 nominations on behalf of hundreds of women leaders. Leadership was assessed across several key areas including integrity, intelligence, drive, company culture, and company growth, and other areas.
Among those recognized is Jennifer MacIntosh, Vice President of Customer Experience at Coveo Software. Many of you may know Jen, for those that do not she is a technology services icon and thought leader. Congratulations to Jen and all who are recognized.