Reach New Heights with Support and Customer Success

Our goal is to provide you and your team with the information you need to take your Technical Support and Customer Success organizations to the next level of performance. We apply a customer success approach to our services. We work with you to understand your needs and expected outcomes; we develop a customized success plan and offer insights and expertise through workshops and coaching to help you achieve your goals. Please review our offerings and capabilities. Contact us and let us help develop a plan for your success.

Outcome Accelerators

ServiceXRG offers comprehensive plans to help you define and achieve tangible service outcomes quickly and cost effectively. Each plan consists of the tools, insights, and expertise to guide you to your desired level of performance. We don’t just tell you which way to go, we guide you to your desired outcomes.

Engage New Customers – Define and execute effective customer engagement processes to maximize adoption and success rates and establish a foundation for long term relationships. Check it out >

Enhance Service Delivery – Implement delivery strategies that maximize efficiency and effectiveness and yield high levels of customer satisfaction. Build delivery capabilities to sustain customer relationships and meet business financial performance goals. Check it out >

Retain and Grow Revenue – Maximize customer retention by reducing factors that create churn and lead to cancellations. Build upon successful customer relationships to expand and grow relationship value. Check it out >

Increase Service Renewal Rates – Maximize service renewal rates and sustain recurring revenue streams for service contracts. Mitigate reasons for contract cancelation and develop opportunities to expand relationship value. Check it out >

Additional Outcomes – Click for additional Outcomes and remember that we will be happy to work with you to customize an Outcome Accelerator Plan to meet your specific needs.  Check it out >

Frameworks

Frameworks describe how things fit together. Our support frameworks are designed to provide you with a guide to all the elements necessary to achieve technical support excellence.

Customer Success Operating Model™ – The Customer Success Operating Model (SOM) is a framework developed by ServiceXRG to describe the processes and procedures necessary to engage, retain and grow customer relationships through service excellence. Check it out >

Customer Engagement Model – Customer Engagement is the foundation for long term positive relationships with customers. Through engagement activities you establish an understanding of customers’ desired outcomes and set clear expectations with them about the type and level of service they can expect to reach their goals. Engagement activities facilitate access to the capabilities customers need to adopt and apply new products and offers guidance to help them succeed. Check it out >

Service Delivery Model – 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. Check it out >

Customer Retention & Growth Model – To grow relationship value, you must be able to retain existing relationships and present customers with new opportunities. Retention will occur when customers are able to apply and succeed with the products they have purchased, and growth will come when customers recognize that your solution is essential to their success. Check it out >

Research & Insight

ServiceXRG offers the most comprehensive collection of technical support and customer success research based on ongoing studies of the significant issues that shape the technology service industry. ServiceXRG provides in-depth research reports, timely alerts, and comprehensive playbooks. Research and Insights are available through membership subscriptions and individual report purchase.

Support Industry News and Alerts – When something newsworthy happens in the technology services industry we will be sure to cover it. Make sure that you have joined our mailing list, so you can stay up to date with industry events. Check it out >

Research Reports – ServiceXRG conducts ongoing studies of the significant issues that shape the technology service industry. The results are published in comprehensive research reports. Check it out >

Playbooks – Playbooks provide step-by-step guidance and essential insights into the definitions, practices and performance metrics surrounding critical Support and Customer Success processes. Check it out >

Best Practice Company Profiles – ServiceXRG develops best practices profiles of market leading companies to highlight industry best practices. Profiles are available to Success Team and Success Enterprise members. Contact us >

Memberships – Annual or short-term membership subscriptions provide you with the expertise, experience, and industry insights you need, when you need it. Services are tiered to provide flexibility for your business. Contact us >

Data-on-Demand – Tap into the data you need, the way you want it. ServiceXRG’s unique data-on-demand capability gives you flexible data access to an extensive repository of service industry data. This service is available through our subscription programs. Contact us >

Assessments

Self-Assessments provide immediate feedback about specific elements of your service operation and compares your performance to industry standard practices and performance levels. In-Depth Assessments provide a more comprehensive view of service practices and performance.

Self-Assessments – Self-Assessments provide immediate feedback about specific elements of your service operation and compares your performance to industry standard practices and performance levels

In-Depth Assessments – If you would like to conduct a more comprehensive assessment of your Support or Customer Success organization please contact us to make arrangements.

Performance Benchmarking – ServiceXRG maintains a database of thousands of industry benchmarks for key performance indicators for all aspects of your service business. ServiceXRG can help you to establish the right target levels of performance through custom benchmarking. With custom benchmarking from ServiceXRG we compare your performance to the industry and companies likes yours for true apples-to-apples comparisons. This is a custom service.

Coaching

Coaching services are available. We come armed with our research, our experience, and our objectivity to help you navigate new and complex challenges. Coaching is tailored to your specific needs with durations ranging from a few hours to longer. Why not begin today. Schedule your free 30 minute coaching session now.

Customer Insights

Assessments provide you with immediate feedback about a specific element of your current Support operation compared to industry standard practices and performance levels.

Customer Wants and Needs – ServiceXRG can help you gain valuable insights about what your customers are thinking such as: How do they use your products; when do they need support; where do they go to get help; what do they think of the services you provide; etc. Tap into what your customers want when you are considering new service options, trying to figure out how to improve service revenue; or enhance satisfaction. We offer end-to-end customer survey services including design, translation, administration, data analysis, and action planning.

NPS and Satisfaction Surveys – ServiceXRG has developed a finely tuned analytical capability optimized for technology services. ServiceXRG’s sentiment assessment is designed to discern customer sentiment for service-related product issues and service delivery performance. Let ServiceXRG help you to listen to the voice of your community.

Customer Relationship Surveys – ServiceXRG will work with your team to develop a compressive relationship assessment and engage your customers through a combination of live interviews and intelligent electronic surveys. We will provide you with a report detailing the state of customer relationships.

Sentiment & Voice of the Community – ServiceXRG has developed a finely tuned analytical capability optimized for technology services. ServiceXRG’s sentiment assessment is designed to discern customer sentiment for service-related product issues and service delivery performance. Let ServiceXRG help you to listen to the voice of your community.

New Product / Service Introduction – Thinking about launching new programs or a revised portfolio. Let us work with you to validate needs and expectations with your customers to maximize new product acceptance.

Price Sensitivity – We offer comprehensive price and feature sensitivity analysis to help you optimize your service portfolio offerings and pricing.

Workshops

ServiceXRG provides self-paced, interactive, and custom workshops. View of list of available topics. Available on-line or on-site.

Getting Ready for Customer Success

A full day workshop to prepare your team for the transition to Customer Success.

Onboarding

A half-day workshop to build focused on the development and optimization of customer onboarding.

Building the Success Team

A half-day workshop to introduce the critical roles and responsibilities of Success Team members.

Developing Customer Success Offerings

A full day workshop to introduce the elements of successful Customer Success programs and offerings.

Service Portfolio Design

The Service Portfolio Design workshop will introduce current industry trends and portfolio examples and offer insights into the best practices for developing world-class service programs customers will buy, use, and renew.

Service Pricing / Price Sensitivity Analysis

This workshop will focus on the process of conducting a price sensitivity analysis for service offers. The workshop will introduce the factors necessary to correctly price services.

Partner Enablement

The Partner Enablement workshop introduces practices and techniques for increasing channel partner effectiveness in selling and renewing service programs.

Strategy

We offer a full range of executive coaching and strategy development workshops tailored to your needs.

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