Category: Retain

6.8.21 Read Time: < 1

Five Customer Engagement Best Practices to Develop, Retain, and Grow Relationships

Customer engagement is vital to long term positive relationships with customers. This article introduces the five essential customer engagement practices necessary to develop, retain and grow customer relationships.

5.27.21 Read Time: 5 Mins

Three Critical Metrics to Retain and Grow Customer Relationship Value

You have a lot of customer data, but does it tell you everything you need to know about how to engage and sustain long term profitable relationships? ServiceXRG CEO Tom …

5.25.21 Read Time: 2 Mins

Why Your Customers Don’t Renew and What You Can Do About It

This article introduces practices to grow revenue by enabling Sales to sell services and to overcome customer objections.

3.28.21 Read Time: 2 Mins

Essential Customer Success Activities

Half of the organizations we surveyed executed on LESS than half of these core Customer Success actions. How does your company stack up — and where can you improve?

3.20.21 Read Time: < 1

Have your tried to contact your company for support?

With new data protection requirements and security threats it’s important that Support organizations understand their role in protecting their organizations from these risks. This article introduces how to protect customer …

2.5.21 Read Time: 2 Mins

Poor Support Case Management Practices = Missed Opportunities

Incomplete case records diminish Support’s ability to identify root causes of support demand and plan mitigation efforts such as enhanced self-help, product improvements, and training. This article describes how poor …

12.4.20 Read Time: 5 Mins

Using Net Recurring Revenue to Identify Customer Service Opportunities and Risks

Net Recurring Revenue is a comprehensive indicator that reveals the extent to which you are retaining, expanding and growing customer relationship value. Examining the specific underlying elements that contribute to …

10.22.20 Read Time: 3 Mins

How to Measure Net Recurring Revenue

Net Recurring Revenue is a comprehensive indicator that reveals the extent to which you are retaining, expanding and growing customer relationship value. Examining the specific underlying elements that contribute to …

5.2.20 Read Time: 2 Mins

Service Renewal Rates

Once a company has established a service relationship with a customer the service renewal policies and practices it uses determine whether it sustains the relationship or puts the relationship at …

3.1.20 Read Time: 2 Mins

Do You Need SLAs?

Every technical support organization should have service level guidelines as a basis for determining how to prioritize cases and allocate resources and for managing consistent expectations with customers. Introducing service …

2.3.20 Read Time: < 1

Service Onboarding

When new customers purchase service agreements you must make certain that they understand how to access and use the services they are entitled to through a formal service onboarding process. …

Read Time: 2 Mins

Bad Attach? Is There Such a Thing?

If you only care about the first-year revenue from support and maintenance contracts, then any attach is a good attach. If you want to maximize revenue from the support annuity, …

1.27.20 Read Time: 2 Mins

Top 10 Customer Success Stats

Something more profound is happening across the industry. This article defines the state of customer success and introduces Top 10 Customer Success Facts. The fundamentals of Customer Success are not …