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:

• A concerted effort to prevent issues before they occur.

• The ability to enforce entitlement and assure delivery of promised services.

• Proactive capabilities to identify and mitigate issues before they impact customers.

• A formal process to enable customers with training, best practices, self-help knowledge and other resources.

• Services that help customers to adopt and apply products successfully.

• Tools and procedures to resolve issues efficiency and to set and maintain clear expectations about the activities and timeframe to close cases.