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 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.
ServiceXRG examines the current state of service organizations and the forces at work that are driving organizational transformation. This study reveals how the isolated service silos of the past need to evolve into unified entities to drive Customer Success.
This report introduces dedicate secure support programs and describes the key characteristics of these offers. The report provides example offers from 9 technology vendors. This report is available to ServiceXRG Success Enterprise members only. Last Updated May 2018.
This report explores channel practices and performance to present strategies for improving the use and effectiveness of channel partners for the sale, renewal and delivery of support and maintenance services. This report explores perspectives of both technology vendors and channel partners, including value-added resellers, systems integrators, distributors, and retailers.
This report provides examples necessary for establishing effective service level agreement practices.
This profile provides insights and analysis of Microsoft’s support portfolio for on premise applications. The profile provides details about entitlements, pricing and policies.
This profile is available to ServiceXRG Success Enterprise members only.
As knowledge management initiatives take hold and mature, it is essential to conduct a formal cost – benefit analysis to determine the proper level of investment for knowledge management and define the expected return on this investment. Continued success will come from efforts to enhance content creation processes, employ enhanced technologies and deliver tangible business value by leveraging knowledge assets. This research report introduces an approach to measure the return from knowledge management initiatives.
Customers do not typically like to call for technical assistance, but when they do they are most often satisfied with the results of the service they receive. Overall 70.5% of cases are resolved to the satisfaction of customers regardless of time to close. To maximize customer satisfaction with case resolution you must provide a satisfactory answer that solves the customer issues and do so within a reasonable amount of time. Learn what it takes to drive customer satisfaction and increase NPS.
This profile provides deep insights and analysis of Amazon Web Services (AWS) support portfolio. The profile examines all AWS support offers and provides details about positioning, entitlements, tools, pricing, and policies.
Last Updated: June 2017
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