Blog : Metrics : Page 2
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 …
4.19.21 Read Time: 2 Mins
This article describes how to develop a social media strategy for Support that aligns with business goals and staffing levels. It’s better to start small than not start at all.
4.15.21 Read Time: 5 Mins
How do you accurately measure self-service deflection rates? In this post, ServiceXRG CEO Tom Sweeny outlines a highly reliable deflection metric that you can put to work now.
3.24.21 Read Time: 3 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 …
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.
2.15.21 Read Time: 2 Mins
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 …
2.10.21 Read Time: 2 Mins
Our research has revealed that nearly a third (32%) of Support demand stems from questions related to either installation, configuration, or setup. This understanding gives companies an immense opportunity to …
2.5.21 Read Time: 2 Mins
Incomplete case records diminish Support’s ability to identify root causes of support demand and plan mitigation efforts such as enhanced self-help, product improvements, and training. This article describes how poor …
2.3.21 Read Time: 3 Mins
Technology is complex. When something goes wrong it can be difficult to sort out which component is at fault and which vendor is needed to assist with the troubleshooting and …
1.19.21 Read Time: 2 Mins
From case open to closure, Support case management and resolution processes must be efficient and effective. Yet case management is the most costly and time-consuming Support process and remains labor-intensive …
12.14.20 Read Time: 2 Mins
Savings from self-help deflection create an opportunity to reinvest in services to improve outcomes by reallocating staff to high value activities (e.g. onboarding, adoption, retention, expansion, etc.).
12.4.20 Read Time: 5 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 …
11.11.20 Read Time: < 1
Support Imperative: Track and Report Defects. If a customer took the time to report an issue, Support has the obligation to document this event.
10.22.20 Read Time: 3 Mins
10.15.20 Read Time: 2 Mins
Industry average performance is not good enough. To maximize support and maintenance contract revenue you need a clear picture of your current situation or a plan to understand and mitigate …