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
Not all customers are created equal nor do they represent the same value to your business. Nearly two-thirds of support and maintenance revenue comes from less than one-third of the customer base. It seems illogical to view all customers the same way, yet only slightly more than a third of companies (36%) have a formal customer segmentation strategy for managing support and maintenance sales and renewal activities. Companies that indicate that they have a formal service segmentation strategy have an average attach rate nearly 60% better than companies that do not. This playbook describes the steps necessary to define and implement a formal service segmentation strategy.
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