2.20.24 Read Time: 4 Mins
Best Practices for Developing Customer Insights
Effective strategies to improve satisfaction and gain customer insights.
7.20.22 Read Time: 2 Mins
Three Applications for Scaling Support with Chatbots
Leverage the power and potential of today’s chatbots to scale support delivery capability.
7.1.22 Read Time: 2 Mins
A Quick Fix to Improve Support Experiences and Customer Satisfaction
Five fixes to improve support experiences and improve customer satisfaction
4.19.22 Read Time: 2 Mins
Ten Steps to Quantify the Business Impact of Support
This article introduces 10 steps to take to quantify the business impact of support.
2.15.22 Read Time: 3 Mins
How Adoption and Success Services Drive Recurring Revenue
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 …
2.6.22 Read Time: < 1
Customer Success Management
Customer Success Management encompasses the practices, programs, resources, tools, and metrics required to help customers successfully use products to achieve their desired business outcomes.
10.18.21 Read Time: 2 Mins
From Tasks To Outcomes – Transforming The Service Organization
The current organizational structure of your Services team and alignment with other customer-facing teams may be inhibiting your ability to deliver outcomes. Organizational alignment, increased cooperation, and shared goals are …
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 …
3.19.21 Read Time: 3 Mins
CX Principles for Success
This article introduces five CX principles necessary to establish a foundation from which to define, execute and achieve tangible, positive service outcomes.
2.15.21 Read Time: 2 Mins
Best Practices and Metrics for Assisted Support Delivery
Making it easy for customers to get help depends upon the channels available to access support resources and request assistance. Many companies offer assistance by phone but there is a …
1.20.21 Read Time: 2 Mins
Customer Experience vs. Customer Success – Similarities and Differences
Guest Author Jennifer MacIntosh breaks down the similarities and differences between Customer Experience (CX) vs. Customer Success.
10.2.20 Read Time: 3 Mins
Scaling Support Delivery Through Digital Transformation
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 …
9.7.20 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 …
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.
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.