Outcome Accelerators
ServiceXRG offers comprehensive plans to help you define and achieve tangible service outcomes quickly and cost effectively. Each plan consists of the tools, insights, and expertise to guide you to your desired level of performance. We don’t just tell you which way to go, we guide you to your desired outcomes. Outcome Accelerators include the following elements:
Strategy Workshop – An executive level workshop to introduce you to optimal performance levels and industry best practices. Our goal is to introduce you to what is possible and work with your team on defining what is obtainable. Together we will define tangible and measurable outcomes.
In-depth Assessment – We will conduct an in-depth assessment of your capabilities and performance to establish your current state. The assessment process will include the use of tools and personal interviews.
Capabilities and Performance Review – We let you know where you stand today. We review your current state capabilities and compare them to your desired outcomes and current industry best practices and performance levels.
Customized Outcome Accelerator Plan – We provide a customized Outcome Accelerator Plan to help you achieve desired outcomes quickly.
Plan Execution and Coaching – Our team of experts will work with you and your team every step of the way to execute your Customized Outcome Accelerator Plan.
Choose from one of the plans below or we will be happy to work with you to customize an Outcome Accelerator Plan to meet your specific needs.
Engage New Customers
Customer Engagement is the foundation for long term profitable relationships with customers. Implement and optimize sales, onboarding, and success planning activities. This Outcome Accelerator provides a comprehensive examination of all the critical practices and performance indicators related to successful customer engagement.
Enhance Service Delivery
Retain and Grow Revenue
Increase Service Renewal Rates
Service contract renewal performance is fundamental to overall corporate financial health. Existing service relationships represent a predictable recurring revenue stream and provide the foundation from which to grow revenue. Optimize service renewal practices to maximize on-time renewals.
Accelerate Product Adoption
Evaluate product adoption rates and identify inhibitors to product use. Determine what resources customers need to use products fully. Define and implement an approach to accelerate product adoption.
Drive Customer Success
Improve Customer Health
Evaluate customer health metrics and examine reasons for unhealthy relationships. Implement and improve health metrics and introduce best practices to increase relationship wellbeing.
Reduce Churn
Implement practices to reduce and stabilize churn. Establish current churn rate and determine underlying causes of customer defection.
Develop New Service Offers
Develop new or enhance existing service offerings.
Increase Service Onboarding Effectiveness
Implement Success Planning
Evaluate current success planning activities and introduce success planning best practices. Get your Success Planning assessment now.
Improve Customer Retention
Increase customer retention rates by understanding and mitigating the factors that cause customers to cancel your service. Get your customized customer retention assessment now.
Establish Customer Health Index
Define characteristics of healthy customer relationships and institute a customer health index. Establish alert levels and responses procedures. Begin the process to establish a customer health index.
Increase Product Onboarding Effectiveness
Identify optimal practices to increase new product onboarding effectiveness. Get your new product onboarding assessment now.
Define Adoption Metrics
Define customer behaviors and milestones that indicate customers have attained measurable levels of product adoption. Begin the process to establish adoption metrics.
Define Success Metrics
Define customer behaviors and milestones that indicate customers have attained measurable levels of success with your product. Begin the process to establish success metrics.
Increase On-Time Renewals
Implement practices to increase on-time renewal rates for subscriptions and service contracts. Establish current on-time renewal rates and determine underlying causes of late renewals. Get your customized on-time renewal assessment now.
Improve NPS
Implement practices and policy changes to increase Net Promoter Score (NPS). Establish current NPS and determine underlying reasons for detractors. Get your customized NPS assessment now.
Engage New Customers
Customer Engagement is the foundation for long term profitable relationships with customers. Implement and optimize sales, onboarding, and success planning activities.
Outcomes:
Define and execute effective customer engagement processes to maximize adoption and success rates and establish a foundation for long term relationships.
Focus Areas:
- Sales Engagement
- Account Ownership
- New Product Onboarding
- Service Onboarding
- Product Adoption
- Success Planning and Execution
- Relationship Health Monitoring
Outcome Accelerator Plan:
- Customer Engagement Strategy Workshop
- In-depth Assessment of Offerings, Sales Practices and Onboarding
- Capabilities and Performance Review
- Customized Customer Engagement Accelerator Plan
- Plan Execution and Coaching
Customer Success Management
Effective Customer Success Management helps customers use your products to achieve their desired business outcomes. When customers can use and successfully apply your products they are more likely to sustain their relationship with you. Implement and optimize effective Customer Success Management practices.
Outcomes:
Maximize product adoption and success to sustain recurring revenue streams. Implement customer health tracking, adoption, and success planning, and enhance overall customer success management practices and performance.
Focus Areas:
- Success Planning
- Adoption Practices
- Customer Enablement
- Customer Health Tracking
- Success Monitoring
- Risk Mitigation
- Success Planning for Retention and Revenue Growth
Outcome Accelerator Plan:
- Customer Success Management Strategy Workshop
- In-depth Assessment of Adoption, Success Planning, Customer Health Monitoring, Success Staffing, Tools and Performance Measurement.
- Capabilities and Performance Review
- Customized Customer Success Management Plan
- Plan Execution and Coaching
Enhance Service Delivery
The ability to retain and expand customer relationships depends upon your ability to deliver promised services. Optimize service delivery practices to deliver the results your customers expect quickly and cost efficiently.
Outcomes:
Implement delivery strategies that maximize efficiency and effectiveness and yield high levels of customer satisfaction. Build delivery capabilities to sustain customer relationships and meet business financial performance goals.
Focus Areas:
- Issues Prevention
- Product Supportability
- Entitlement Enforcement
- Service Level Management
- Proactive Delivery
- Multi-Channel Delivery
- Customer Self Sufficiency
- Knowledge Management
- Social Engagement
- Case Management and Resolution
Outcome Accelerator Plan:
- Service Delivery Strategy Workshop
- In-depth Assessment of Delivery Strategies, Assisted and Self-Help
- Capabilities, Use of Multi-Channel Delivery, Case Management, and Resolution Practices.
- Capabilities and Performance Review
- Customized Service Delivery Accelerator Plan
- Plan Execution and Coaching
Increase Service Renewal Rates
Service contract renewal performance is fundamental to overall corporate financial health. Existing service relationships represent a predictable recurring revenue stream and provide the foundation from which to grow revenue. Optimize service renewal practices to maximize on-time renewals.
Outcomes:
Maximize service renewal rates and sustain recurring revenue streams for service contracts. Mitigate reasons for contract cancelation and develop opportunities to expand relationship value.
Focus Areas:
- Service Renewal Rates
- On-Time Renewals
- Service Onboarding
- Customer Success
- Value Delivery
- Renewal Processes
- Renewal Policies
- Accountability for Renewals
- Revenue Growth
Outcome Accelerator Plan:
- Customer Service Renewal Strategy Workshop
- In-depth Assessment of Service Renewal Performance, Policies,
- Practices, Resources and Accountability for Renewal Performance.
- Capabilities and Performance Review
- Customized Service Renewal Accelerator Plan
- Plan Execution and Coaching
Customer Retention
To grow relationship value, you must be able to retain existing relationships and present customers with new opportunities. Grow relationship value by making your products and services fundamental to your customers’ success.
Outcomes:
Maximize customer retention by reducing factors that create churn and lead to cancelations. Build upon successful customer relationships to expand and grow relationship value.
Focus Areas:
- Customer Health and Satisfaction
- Risk Mitigation
- Retention Practices
- Renewal Processes
- Organizational Roles
- Accountability
- Expansion Capabilities
- Growth Strategies
- Objection and Cancelation Analysis
Outcome Accelerator Plan:
- Customer Retention and Growth Strategy Workshop
- In-depth Assessment of Customer Health Monitoring, Retention
- Strategies and Revenue Expanding Practices.
- Capabilities and Performance Review
- Customized Retention and Growth Accelerator Plan
- Plan Execution and Coaching
Grow Relationship Value
To grow relationship value, you must be able to retain existing relationships and present customers with new opportunities. Grow relationship value by making your products and services fundamental to your customers’ success.
Outcomes:
Maximize customer retention by reducing factors that create churn and lead to cancelations. Build upon successful customer relationships to expand and grow relationship value.
Focus Areas:
- Customer Health and Satisfaction
- Risk Mitigation
- Retention Practices
- Renewal Processes
- Organizational Roles
- Accountability
- Expansion Capabilities
- Growth Strategies
- Objection and Cancelation Analysis
Outcome Accelerator Plan:
- Customer Retention and Growth Strategy Workshop
- In-depth Assessment of Customer Health Monitoring, Retention
- Strategies and Revenue Expanding Practices.
- Capabilities and Performance Review
- Customized Retention and Growth Accelerator Plan
- Plan Execution and Coaching
Customer Satisfaction / NPS
Dissatisfied customers are more difficult to retain, are reluctant to expand their relationship with you and may disparage your brand. Monitor and maintain satisfaction levels to assure retention and growth.
Outcomes:
The goal is to increase customer satisfaction and NPS through the identification of top issues that cause dissatisfaction and the prioritization of corrective actions.
Focus Areas:
- Optimization of satisfaction data collection and methods
- Satisfaction sample review
- Identification of top dissatisfiers
- Review of satisfaction levels and KPI impact
- Inter- / Intra-departmental coordination
- Corrective action planning
- Cost and benefit analysis
Outcome Accelerator Plan:
- Customer Satisfaction / NPS Strategy Workshop
- In-depth Assessment of Customer Satisfaction Processes
- Capabilities and Performance Review
- Customer Satisfaction / NPS Accelerator Plan
- Plan Execution and Coaching