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
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.
Before you can effectively measure and improve customer satisfaction you must have a clear understanding of what satisfaction is. Satisfaction is primarily an indication that an expectation has been met. Satisfaction is a subjective measure that will vary based on the personal preferences, perceptions, and experiences of an individual. Customers typically indicate that they are satisfied when their expectations are met or exceeded. Because people will likely have different expectations, two customers that experience the same outcome or quality of service may express different levels of satisfaction.
There are a variety of methods available to capture and assess customer satisfaction. In many cases customer satisfaction is a proactive effort to solicit customer feedback using surveys, phone-based interviews, and advisory groups. Social media has made it possible to capture unsolicited feedback in the form of customer reviews and comments. All sources of customer feedback are valuable and should be consider part of a comprehensive customer satisfaction assessment strategy. ServiceXRG defines the various assessment techniques and offers a recommendation about how and when to apply each method.
This ServiceXRG Perspective is available to all ServiceXRG Subscribers including Success Access members (free membership level). For immediate access to this perspective please register or login.
The way we interact with customers directly affects the way they perceive us. When we are responsive, attentive, willing, and able to provide the information or assistance they need, we increase the likelihood of providing a positive experience. When we are difficult to do business with, unable or unwilling to satisfy customers’ needs, indifferent, inept, or rude, chances are the customer will have a bad experience.
This ServiceXRG report is available free of charge to all ServiceXRG Subscribers including Success Access members (free membership level). For immediate access to this perspective please register or login.
ServiceXRG’s Customer Success Operating Model Playbook provides the blueprint to develop, operate and optimize Customer Success initiatives. Each element of the Customer Success Operating Model defines the practices, tools, staffing and measures of success you need. Whether you are building a new Customer Success organization or transforming existing service capabilities, the Customer Success Operating Model provides a framework for success. The Customer Success Operating Model (SOM) consists of the following Success functions: Customer Engagement, Service Delivery, Customer Retention, and Relationship Growth.
This guide presents best practices for positioning and selling services and defines the steps required to define a compelling service value proposition.
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The fundamentals of Customer Success are not new, the general concept has been around for some time, but current practices suggest that something more profound is happening across the industry. There is broad recognition that helping customers adopt and apply products successfully will help retain and build customer relationship value. This study examines the approach companies use to organize, deliver and measure their Customer Success initiatives.
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