4.19.22 Read Time: 2 Mins
Ten Steps to Quantify the Business Impact of Support
This article introduces 10 steps to take to quantify the business impact of support.
11.20.21 Read Time: 2 Mins
Is it worth competing for Service Industry Awards?
Service industry awards hold the promise of providing tangible business benefit including recognition, awareness and a healthy self-assessment from the application process. But, are service industry awards worth the effort?
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.
6.21.21 Read Time: 3 Mins
Improve Support CX by Understanding What Users Want and Need
When customer expectations are not known or well managed – the instances of dissatisfaction with Support will rise. This article introduces the top reasons for customer dissatisfaction.
10.22.20 Read Time: 3 Mins
How to Measure Net Recurring Revenue
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 …
9.30.20 Read Time: 2 Mins
Support Demand: Problem or Opportunity?
Is it a good thing if customers need support or is this a problem? The need for support is inevitable and communicating with your customers is always a good thing. …
9.7.20 Read Time: < 1
The Tangible Impact of CX and Customer Success
A well-defined CX strategy combined with an effective Customer Success (CS) operating model can yield significant and tangible benefits including retention and expansion of existing relationships and the strengthening of …