Blog : Goals and Objectives
11.5.25 Read Time: 3 Mins
This article introduces a simple framework CX and business leaders can use to assess where their efforts truly stand—and to evaluate how effectively Support and Success teams are contributing to …
4.21.25 Read Time: 2 Mins
This article introduces how Support teams can maximize AI, self-help, automation and KM impact through smarter investments and better metrics
5.2.22 Read Time: 2 Mins
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 …
4.19.22 Read Time: 2 Mins
This article introduces 10 steps to take to quantify the business impact of support.
3.1.22 Read Time: < 1
Each year we begin by asking Service leaders about their top service challenges.
1.17.22 Read Time: 3 Mins
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 …
12.2.21 Read Time: < 1
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
11.18.21 Read Time: 2 Mins
Change is inevitable in Services but often difficult, especially when it challenges current operational and organizational norms. When you can recognize the conditions that require change and can address the …
11.17.21 Read Time: 2 Mins
To be successful with Services, you must establish a Service plan. To be effective, the Service plan must clearly define the role of Services within your company, prioritize service initiatives …
10.18.21 Read Time: 2 Mins
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 …
9.28.21 Read Time: 2 Mins
This article introduces 8 essential metrics for Support and Customer Success.
7.13.21 Read Time: < 1
Healthy customer relationships require an ongoing dialogue through digital media, self-help, communities and direct interaction with Support and Customer Success team members. This article introduces eight customer interaction best practices …
7.6.21 Read Time: < 1
To develop and sustain a lasting customer relationship you must have a clear understanding of their expectations and the ability to help them achieve their outcomes. This article introduces six …
6.29.21 Read Time: 2 Mins
Planning for customer success starts with establishing how your customers define success with your products. By understanding what your customers expect it is possible to align resources to help customers …
6.22.21 Read Time: 2 Mins
Successful onboarding is essential to get customers set up to use and adopt their new product and prepared to achieve their desired outcomes. This article introduces eight onboarding practices necessary …
6.15.21 Read Time: 2 Mins
Effective customer engagement starts with Service and Sales coordination. Know these seven essential sales-to-service handoff practices to help your organization foster continued Customer Success and recurring revenue growth.
3.19.21 Read Time: 3 Mins
This article introduces five CX principles necessary to establish a foundation from which to define, execute and achieve tangible, positive service outcomes.
10.22.20 Read Time: 3 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 …
