Articles related to technical support strategies, practices and delivery excellence.
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As we look to embrace Customer Success it is imperative that we have a shared understanding about what Customer Success is and is not. This article explores the key differences between Technical Support and Customer Success.read more
Sales and support staff often work with the same customer accounts, but not always in coordinated and cooperative ways. ServiceXRG has identified three organizational models to describe how sales and support can cooperate.read more
The demand for support by your customers may be far greater than current transaction levels suggest. ServiceXRG illustrates the potential unmet support demand by customers and suggests why responding to this demand is important but will likely increase assisted...read more
If you only care about the first-year revenue from support and maintenance contracts, then any attach is a good attach. If you want to maximize revenue from the support annuity , then contract attach followed by a successful renewal is essential.read more
Why aren’t you renewing more of your service contracts. The most common reasons for non-renewal are: Lack of perceived value; a customer stops using your product; a product reaches maturity; or poor service quality. Non-renewal is also caused by poor renewal practices. This article introduces the top reasons for non-renewal and offers practical advice for how to improve renewal rates.read more
ServiceXRG has defined the following types service organizational structures. Which one best describes your current state?read more
There is no limit to the number of knowledge management metrics that can be measured. There are however a finite number of metrics that must be measured. Essential metrics are those that provide insight into performance against established knowledge management goals...read more
Knowledge management success must be clearly defined and articulated to establish reasonable expectations and performance targets for Knowledge Management initiatives.read more
Successful knowledge management is not achieved by chance, rather it is a function of understanding the scope of the required effort, establishing a clear vision of the expected benefits, and securing the support and resources necessary to execute. The formulation of...read more
Customers do not typically like to call for technical assistance, but when they do they are most often satisfied with the results of the service they receive. Overall 70.5% of cases are resolved to the satisfaction of customers regardless of time to close. To maximize customer satisfaction with case resolution you must provide a satisfactory answer that solves the customer issues and do so within a reasonable amount of time. Learn what it takes to drive customer satisfaction and increase NPS.read more
Customers indicate that nearly a third of support requests are due to product defects, yet vendors classify only a small percent of cases as bugs. Customer perception is a reality you need to understand and manage.read more