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
This Perspective introduces the definition of Technical Support Excellence and outlines the steps to attain it.
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This perspective describes the reasons why business, and particularly service and Support organizations, must embrace a social media strategy.
Service revenue accounts for a growing and significant percent of total revenue for many technology vendors. The ability to accurately track the effectiveness of Service Revenue Generation activities is essential to maximizing revenue from new and existing customers. This report presents a consistent set of metrics and definitions to help companies measure the overall level of effectiveness of their service sales policies, programs and personnel.
More than two-thirds of customers indicate that they attempt to help themselves when they need technical assistance. A general web search (e.g. Google or Bing) is the most likely first action customers take when attempting to resolve technical support issues on their own. In general customers find good information and are reasonably satisfied with their results. This ServiceXRG study examined the expectations and perceptions of 588 individuals that uses self-help resources to resolve technical support issues.
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.
Through the Service Innovation Series, ServiceXRG highlights examples of innovative approaches to achieve service excellence. In this Service Innovation profile, we feature IBM’s use of its own Watson technologies as a platform to deliver a new approach to service delivery – Cognitive Support.
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Automation of Technical Support or Customer Success functions can yield great returns, yet these service activities can be difficult to replicate with systems.
To effectively automate service activities, it is critical that the underlying processes be fully understood and analyzed to determine their appropriateness for automation. Effective service automation requires a combination of enabling technologies, robust content, and a willingness by customers to use these systems.
This report examines the intricacies and challenges associated with automating the support process and examines opportunities for significant cost efficiencies.
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.
This report examines the approach by 9 technology vendors to offer Contingency Support services. This report is available to ServiceXRG Enterprise Success members only. Last Updated July 2018.
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