6.12.23 Read Time: 2 Mins
The Support Contribution Index
ServiceXRG’s Support Contribution Index measures the cumulative benefits of Support activities.
5.2.23 Read Time: 2 Mins
Service Win Backs
If customers still use your product but have canceled their service contract, re-engage them through a win back program.
3.30.23 Read Time: < 1
Self-Service Initiatives (Still) Fall Short
The impact of self-help is often overstated (or worse, not known) and the ability to improve self-help performance is underfunded.
2.17.23 Read Time: < 1
Self-Service Deflection Trends 2012 – 2022
For the past decade, reported self-service deflection has averaged 22.8%. The industry trend for deflection has slowed down slightly.
10.1.22 Read Time: 2 Mins
The State of Self-Help and Automation
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
Six Characteristics of Highly Effective Service Organizations
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
Six Critical Service Practices for Business Success
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
Service Planning Drives Results
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
The Right Metrics for Support and Success
This article introduces 8 essential metrics for Support and Customer Success.
8.23.21 Read Time: < 1
Recurring Revenue Rate
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
Maximizing the Return on Your Support Knowledge Base
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
Eight Strategies for Keeping in Touch with Customers
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
Beyond Self-Service Deflection
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
Stay Current with Customer Outcomes: Six Best Practices For Ongoing Assessments
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
4 Unintended Consequences of Self-Service Deflection
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.
6.22.21 Read Time: 2 Mins
Eight Essential Customer Onboarding Practices
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
Seven Engagement Practices for a Successful Sales-to-Service Handoff
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
Five Customer Engagement Best Practices to Develop, Retain, and Grow Relationships
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.