Top Service Challenges for 2020
Welcome to 2020! What do you consider to be the top challenges for your service organization in the year ahead? Hiring, training and retaining staff? Transitioning to a subscription model? Implementing new service technologies? Redefining your service portfolio? Adopting success practices? Satisfying and retaining customers? Expanding revenue?
What are your top service challenges for 2020?
Take a minute and share your thoughts about the top issue(s) you face in 2020.
Geographically distributed teams are common for many industries and companies, but recent events have created the necessity for more individuals to work from home. For support and service operations that rely on centralized call centers the shift to a distributed workforce introduces new challenges – both technical and administrative. Here are some of the things to consider for effectively managing distributed support and success teams.
Support has been the foundation of post-sales customer engagement for decades. New licensing models and recognition that customer retention is essential has led to enhanced approaches to engage and retain customers. Support must find ways to contribute to the execution of CX and CS strategies and practices. Core support practices will persist but Support as we know it will evolve.
A well-defined CX strategy combined with an effective Customer Success (CS) operating model can yield significant and tangible benefits including retention and expansion of existing relationships and the strengthening of your product and service reputations.
The current organizational structure of your Services team and alignment with other customer facing resources may inhibit your ability to retain customers and expand relationship value. Organizational alignment, increased cooperation, and shared goals are key to customer retention and revenue expansion initiatives.
Customer Success is a series of interrelated activities performed throughout the customer relationship lifecycle. This article identifies and defines critical success activities.
The terms Customer Experience (CX) and Customer Success (CS) are commonly used within the service industry. Sometimes CX and CS are used to describe the same or similar things and other times to describe complexly different actions, activities and outcomes. This article offers definitions for each term and identifies similarities and differences between CX and CS.