Service Delivery Best Practices
Serving customers is an essential element of Customer Success, however, this does not equate simply to handling support cases. To serve customers optimally you must: assure that any issues that can be avoided are avoided; you enable self-sufficiency by providing the knowledge, training and resources customers need to help themselves; and when required, you provide expert assistance within expected service levels. Successful service activities must include the following:
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A concerted effort to prevent issues before they occur.
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The ability to enforce entitlement and assure delivery of promised services.
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Proactive capabilities to identify and mitigate issues before they impact customers.
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A formal process to enable customers with training, best practices, self-help knowledge and other resources.
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Services that help customers to adopt and apply products successfully.
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Tools and procedures to resolve issues efficiency and to set and maintain clear expectations about the activities and timeframe to close cases.
Service Delivery Resources
Assessments
Customer Success Health Assessment
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Service Renewal Assessment
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Customer Success Management
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