Learn how market leaders run critical service practices.
Data to help you understand how your performance compares to the industry and peers.
Unique research from the customer perspective.
Step by step guides for implementing essential service practices
Insights into essential service metrics and Key Performance Indicators
Introduction and review of the eight fundamental practices for Success Marketing and Portfolio Management.
Learn the elements of successful web support design
The journey from Technical Support to Customer Success requires more than a name change or the addition of a team of Customer Success Managers. To fully embrace Customer Success, Support must rethink its role and adopt new ways to engage, retain and grow customer relationships. This Playbook provides a guided journey across four key milestones to help you define essential Customer Success capabilities.
This playbook introduces the metrics, practices, and activities necessary to optimize service contract renewal performance. It explores the processes, policies, and resources required to retain and grow customer relationship value.
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