Tag: Satisfaction

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 …

7.19.20 Read Time: 3 Mins

The Business Impact of Support

This article defines Support excellence and explores what it takes to achieve this level of performance to maximize the impact of Support delivery.