Best Practices

Learn how market leaders run critical service practices.

Benchmarks

Data to help you understand how your performance compares to the industry and peers.

User Wants and Needs

Unique research from the customer perspective.

Playbooks

Step by step guides for implementing essential service practices

Metrics

Insights into essential service metrics and Key Performance Indicators

New Research

Creating Positive Customer Experiences

The way we interact with customers directly affects the way they perceive us. When we are responsive, attentive, willing, and able to provide the information or assistance they need, we increase the likelihood of providing a positive experience. When we are difficult to do business with, unable or unwilling to satisfy customers’ needs, indifferent, inept, or rude, chances are the customer will have a bad experience.

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Customer Success Management

This playbook introduces the practices, programs, resources, tools, and metrics necessary to help your customers successfully apply your products to achieve their desired business outcomes.

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Customer Success Operating Model

ServiceXRG’s Customer Success Operating Model Playbook provides the blueprint to develop, operate and optimize Customer Success initiatives. Each element of the Customer Success Operating Model defines the practices, tools, staffing and measures of success you need. Whether you are building a new Customer Success organization or transforming existing service capabilities, the Customer Success Operating Model provides a framework for success. The Customer Success Operating Model (SOM) consists of the following Success functions: Customer Engagement, Service Delivery, Customer Retention, and Relationship Growth.

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Selling Service Value

This guide presents best practices for positioning and selling services and defines the steps required to define a compelling service value proposition.

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How to Build and Sustain an Effective Service Channel Strategy

Technology vendors have long looked to channels to broaden their access to markets expand their geographic reach and enhance their skills and resources. While many vendors form channel relationships to sell products, more than two-thirds (69.7%) of technology vendors surveyed by ServiceXRG use channels to sell, deliver and renew support and maintenance services. This Playbook describes the seven fundamental best practices for developing and sustaining successful service channel partner relationships.

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Customer Success Practices and Metrics

The fundamentals of Customer Success are not new, the general concept has been around for some time, but current practices suggest that something more profound is happening across the industry. There is broad recognition that helping customers adopt and apply products successfully will help retain and build customer relationship value. This study examines the approach companies use to organize, deliver and measure their Customer Success initiatives.

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Social Media for Support

This presentation introduces the “Social Web” and introduces the implication and opportunities for Support to leverage social media.

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