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 profile is available to ServiceXRG Success Enterprise members only.
This profile provides deep insights and analysis of SAP’s comprehensive support portfolio. The profile examines all SAP support and success offers and provides details about positioning, entitlements, tools, pricing, and policies.
Last Updated: June 2018
To better understand the social web’s impact on supplier-customer relationships, ServiceXRG conducted a two-phased study to gain a 360° perspective on how companies create and share knowledge and how customers search for and consume it. The study’s objective was to answer the following questions:
Not all customers are created equal nor do they represent the same value to your business. Nearly two-thirds of support and maintenance revenue comes from less than one-third of the customer base. It seems illogical to view all customers the same way, yet only slightly more than a third of companies (36%) have a formal customer segmentation strategy for managing support and maintenance sales and renewal activities. Companies that indicate that they have a formal service segmentation strategy have an average attach rate nearly 60% better than companies that do not. This playbook describes the steps necessary to define and implement a formal service segmentation strategy.
The terms premium, mission critical and business critical are common terms used to describe the top level of enterprise focused service and support offerings. While the terms may vary at the heart of any premium offering are core entitlements that ensure a rapid response to customer issues, a committed level of expertise and provisions for managing the relationship.
Support Marketing is both an art form and a science. The art of Support Marketing is demonstrated in the ways that Support program attributes are expressed as customer benefits. The science of Support Marketing is crafting and communicating the Support value proposition to prospective customers and reinforcing it with existing customers.
First Contact Resolution (FCR) measures the percent of cases reported through assisted support channels that are acknowledged to be resolved by the customer as a result of the initial interaction with a qualified support representative. FCR is a common metric used throughout the technology services and broader customer services industries. While widely used the underlying inputs and assumptions that makeup FCR vary widely. A consistent definition for FCR is essential to performance benchmarking against companies and industry segments. More importantly a well-defined method for measuring FCR assures that the insights gained from FCR performance will point to meaningful corrective actions to improve support efficiency and effectiveness.
This report presents a consistent framework to measure how efficiently each customer question gets to the person that has the skills, knowledge and tools to provide the right answer the first time the customer engages with Support.
Before you can effectively measure and improve customer satisfaction you must have a clear understanding of what satisfaction is. Satisfaction is primarily an indication that an expectation has been met. Satisfaction is a subjective measure that will vary based on the personal preferences, perceptions, and experiences of an individual. Customers typically indicate that they are satisfied when their expectations are met or exceeded. Because people will likely have different expectations, two customers that experience the same outcome or quality of service may express different levels of satisfaction.
There are a variety of methods available to capture and assess customer satisfaction. In many cases customer satisfaction is a proactive effort to solicit customer feedback using surveys, phone-based interviews, and advisory groups. Social media has made it possible to capture unsolicited feedback in the form of customer reviews and comments. All sources of customer feedback are valuable and should be consider part of a comprehensive customer satisfaction assessment strategy. ServiceXRG defines the various assessment techniques and offers a recommendation about how and when to apply each method.
This ServiceXRG Perspective is available to all ServiceXRG Subscribers including Success Access members (free membership level). For immediate access to this perspective please register or login.
Well-defined support portfolios with up-to-date and customer-driven service entitlements can significantly increase your ability to sell and renew support contracts. The result of optimized support sales performance is an increase in revenue. While support marketing and sales practices are also important, it is the core set of offerings that provide the foundation from which support sales success is achieved. Modernization of support portfolios and adoption of industry best practices is the key ingredient for higher support revenues.
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