Archives for Tom Sweeny : Page 5
3.10.22 Read Time: 3 Mins
Digital Engagement builds on the principles of self-help and extends benefits to both vendors and their customers by offering more ways to scale and sustain ongoing relationships.
3.1.22 Read Time: < 1
Each year we begin by asking Service leaders about their top service challenges.
2.15.22 Read Time: 3 Mins
Services are the key to maximizing recurring revenue when companies have the capability to define, sell, and deliver the services customers need. Customers that have access to success focused services …
2.12.22 Read Time: 2 Mins
Modern, well-defined post-sales service portfolios that combine elements of Customer Support and Customer Success can significantly increase your ability to help customers use and apply products; reduce churn; and expand …
2.6.22 Read Time: < 1
Customer Success Management encompasses the practices, programs, resources, tools, and metrics required to help customers successfully use products to achieve their desired business outcomes.
2.3.22 Read Time: < 1
In a subscription economy your support value proposition is likely out of date. If your value proposition is based on promising access to updates and service level response its time …
1.17.22 Read Time: 3 Mins
Your list of service initiatives is probably long, and the level of effort required to do everything exceeds the staff and or budget you have available. You can’t do it …
12.2.21 Read Time: < 1
Corporate financial performance depends on Services to nurture, retain, and grow customer relationship value. Companies are taking steps to modernize services and shift them to proactive, success-focused growth engines
11.30.21 Read Time: < 1
We have become too dependent on electronic surveys and NPS/CSat scores to tell us that our customers are okay. This cannot always provide enough insights to tell us why we …
11.20.21 Read Time: 2 Mins
Service industry awards hold the promise of providing tangible business benefit including recognition, awareness and a healthy self-assessment from the application process. But, are service industry awards worth the effort?
11.18.21 Read Time: 2 Mins
Change is inevitable in Services but often difficult, especially when it challenges current operational and organizational norms. When you can recognize the conditions that require change and can address the …
11.17.21 Read Time: 2 Mins
To be successful with Services, you must establish a Service plan. To be effective, the Service plan must clearly define the role of Services within your company, prioritize service initiatives …
11.6.21 Read Time: < 1
ServiceXRG has identified the following types service organizational structures common within the technology industry. Which one best describes your current state? Individual service functions operate independently from one another. (support, …
10.18.21 Read Time: 2 Mins
The current organizational structure of your Services team and alignment with other customer-facing teams may be inhibiting your ability to deliver outcomes. Organizational alignment, increased cooperation, and shared goals are …
10.15.21 Read Time: 2 Mins
Technology service programs are evolving to offer new value and benefits such as use and adoption assistance and resources to help attain successful outcomes. As technology service programs change service …
9.28.21 Read Time: 2 Mins
This article introduces 8 essential metrics for Support and Customer Success.
9.3.21 Read Time: < 1
Automation plays an increasingly important role in support case deflection and management activities. Leverage these 5 service automation strategies to free up your skilled support staff for higher value activities:
8.27.21 Read Time: < 1
Many new support cases can be avoided if customers are able to access the knowledge and expertise of Support. Leverage these 9 best practices to help customers help themselves with …
