2.12.22 Read Time: 2 Mins
From Support to Success Portfolios
Modern, well-defined post-sales service portfolios that combine elements of Customer Support and Customer Success can significantly increase your ability to help customers use and apply products; reduce churn; and expand …
2.3.22 Read Time: < 1
Your Support Value Proposition is Out of Date
In a subscription economy your support value proposition is likely out of date. If your value proposition is based on promising access to updates and service level response its time …
10.15.21 Read Time: 2 Mins
Customer Success Marketing and Portfolio Management
Technology service programs are evolving to offer new value and benefits such as use and adoption assistance and resources to help attain successful outcomes. As technology service programs change service …
10.15.20 Read Time: 2 Mins
Moving Beyond Industry Average Renewal Performance
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 …
8.17.20 Read Time: < 1
Treat Your Service Portfolio as a Product Line
Service and Success programs are a significant source of revenue. To assure that they yield their maximum revenue potential, treat service portfolios as strategic offerings in the corporate portfolio by …
4.15.20 Read Time: < 1
Should You Charge For Support?
If you want to make money from support, you need to charge for it and most technology companies do.
3.1.20 Read Time: 2 Mins
Do You Need SLAs?
Every technical support organization should have service level guidelines as a basis for determining how to prioritize cases and allocate resources and for managing consistent expectations with customers. Introducing service …