Blog : Metrics
1.17.23 Read Time: < 1
Self-Service deflection has averaged 22.2%. In 2020 self-help deflection stood at 19.8%. The industry trend for deflection has sloped down (-.5%) during the last decade. This article provides a historic …
10.1.22 Read Time: 2 Mins
Self-help is essential for companies meet growing support demand but should not be the only strategy companies rely on to scale support delivery. This article presents the current use of …
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 …
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
11.17.21 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 …
9.28.21 Read Time: 2 Mins
This article introduces 8 essential metrics for Support and Customer Success.
8.23.21 Read Time: < 1
The amount of recurring revenue a company receives may increase, stay the same, or decline for a given period. Recurring Revenue Rate indicates the percent change in the amount of …
7.15.21 Read Time: 4 Mins
The Support organization encompasses extensive experience and expertise about how to use and apply products. Access to this Support knowledge is the primary reason customers contact Support. This article explains …
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 …
7.8.21 Read Time: 2 Mins
The use of Self-Service deflection as a basis to justify investments in Self-Service fosters an expectation that it is only capable of reducing costs. This article explains why Self-Service is …
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 …
7.1.21 Read Time: 2 Mins
Self-Service deflection can provide both benefits as well as some unintended consequences. This article introduces what to expect from self-service deflection and how to prepare for possible consequences.
6.24.21 Read Time: 2 Mins
Self-Service deflection is the rate at which self-help and automated resources satisfy customers’ service demands that would otherwise be handled by assisted service staff. This article introduces a concise definition …
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.
6.8.21 Read Time: < 1
Customer engagement is vital to long term positive relationships with customers. This article introduces the five essential customer engagement practices necessary to develop, retain and grow customer relationships.
5.28.21 Read Time: 2 Mins
How much should you charge for Support? It’s a driving question as your organization seeks to drive recurring revenue growth. And it’s a balancing act. Let’s explore a Support pricing …
5.27.21 Read Time: 5 Mins
You have a lot of customer data, but does it tell you everything you need to know about how to engage and sustain long term profitable relationships? ServiceXRG CEO Tom …
