Workshops

ServiceXRG provides self-paced, interactive, and custom workshops. Choose from the list of available topics. If you do not see a topic that you need, please contact us and we will be happy to build a customer workshop to meet your needs.

Please contact us for availability, pricing or to discuss your specific needs.

 

Getting Ready for Customer Success

A full day workshop to prepare your team for the transition to Customer Success.

Developing Customer Success Offerings

A full day workshop to introduce the elements of successful Customer Success programs and offerings.

Service Portfolio Design

The Service Portfolio Design workshop will introduce current industry trends and portfolio examples and offer insights into the best practices for developing world-class service programs customers will buy, use, and renew.

Success Metrics

A half-day workshop to review the most important metrics and measurements for Customer Success.

Building the Success Team

A half-day workshop to introduce the critical roles and responsibilities of Success Team members.

Value Proposition Development

This workshop will help Service Marking teams develop compelling value propositions and messaging strategies to increase service program attach and renewal rates.

Strength of Portfolio Analysis

This workshop is intended for teams that are considering modifications to their existing portfolio.  The workshop will focus on the strength of the overall portfolio, differentiation, competitiveness, pricing levels, and alignment with customer needs.

Service Pricing / Price Sensitivity Analysis

This workshop will focus on the process of conducting a price sensitivity analysis for service offers. The workshop will introduce the factors necessary to correctly price services.

Partner Enablement

The Partner Enablement workshop introduces practices and techniques for increasing channel partner effectiveness in selling and renewing service programs.

Onboarding

The Onboarding workshop will focus on the activities, resources, and performance indicators necessary for the implementation and operation of an effective onboarding program.

Success Management

The Success Management workshop introduces the elements of Success Management including the design and use of success plans and journey maps.  The workshop will cover roles, practices, and essential performance indicators.

Sales Enablement

The Sales Enablement workshop introduces practices and techniques for increasing internal sales channel effectiveness in selling and renewing service programs.

Successful NPS Programs

The NPS workshop introduces the concepts of Net Promoter Scoring from implementation to action. Topics covered include the strategies and practices required to capture meaningful data; implementation of an NPS survey; customer targeting strategies; enabling tools and analysis of results. The workshop will also help participants develop action plans necessary to increase act on and improve NPS.

Maximizing Service Contract Renewal Rates

Service renewal performance is fundamental to overall corporate financial health.  Existing service relationships represent a predictable recurring revenue stream and provide the foundation from which to grow revenue.   This workshop will introduce the critical practices necessary maximize renewal of Service contracts. The workshop will cover roles, practices, and essential performance indicators.

The Voice of the Community

This workshop will introduce available customer assessment strategies and help you choose which ones are right for your business. This workshop will explore post transaction surveys, relationship surveys, advisory panels, and methods for assessing the general sentiment of customers from community and social interactions. The workshop will introduce Customer Effort Score, general satisfaction assessment, Net Promoter Score, and Sentiment analysis.

Relationship Revenue Growth

This workshop helps companies develop the programs, practices, and skills necessary to retain and grow existing customer relationships. This workshop will emphasize creation of programs to expand opportunities for enhanced services and the strategies necessary to create up-sell and cross-sell opportunities. The workshop will cover roles, practices, programs, and essential performance indicators for successful relationship value expansion.

Maximizing Retention / Minimizing Churn

This workshop will help participants evaluate current customer retention and attrition issues and introduce strategies to minimize churn and maximize customer retention. The workshop will cover roles, practices, and essential performance indicators.