Blog : All Posts
6.8.21 Read Time: < 1
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.
6.6.21 Read Time: 2 Mins
Knowledge management success must be clearly defined and articulated to establish reasonable expectations and performance targets for knowledge management initiatives. Success must be expressed in terms of formal goals, objectives, …
5.28.21 Read Time: 2 Mins
How much should you charge for Support? It’s a driving question as your organization seeks to drive recurring revenue growth. And it’s a balancing act. Let’s explore a Support pricing …
5.27.21 Read Time: 5 Mins
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
This article introduces practices to grow revenue by enabling Sales to sell services and to overcome customer objections.
5.1.21 Read Time: 4 Mins
Support has been relentless in the pursuit of continuous improvement, yet the function of Support has remained fundamentally unchanged for decades. AI is a critical catalyst that will help enable …
4.19.21 Read Time: 2 Mins
This article describes how to develop a social media strategy for Support that aligns with business goals and staffing levels. It’s better to start small than not start at all.
4.12.21 Read Time: 2 Mins
Automation of technical support or customer success functions may yield great returns, yet some service activities can be difficult to replicate with systems. This article introduces 7 Steps For Successful …
3.28.21 Read Time: 2 Mins
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?
3.24.21 Read Time: 3 Mins
Self-Service deflection is the rate at which self-help and automated resources satisfy customers’ service demands that would otherwise be handled by assisted service staff. This article introduces a concise definition …
3.20.21 Read Time: < 1
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 …
3.19.21 Read Time: 3 Mins
This article introduces five CX principles necessary to establish a foundation from which to define, execute and achieve tangible, positive service outcomes.
2.15.21 Read Time: 2 Mins
Making it easy for customers to get help depends upon the channels available to access support resources and request assistance. Many companies offer assistance by phone but there is a …
2.10.21 Read Time: 2 Mins
Our research has revealed that nearly a third (32%) of Support demand stems from questions related to either installation, configuration, or setup. This understanding gives companies an immense opportunity to …
2.5.21 Read Time: 2 Mins
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 …
2.3.21 Read Time: 3 Mins
Technology is complex. When something goes wrong it can be difficult to sort out which component is at fault and which vendor is needed to assist with the troubleshooting and …
1.20.21 Read Time: 2 Mins
Guest Author Jennifer MacIntosh breaks down the similarities and differences between Customer Experience (CX) vs. Customer Success.
1.19.21 Read Time: 2 Mins
From case open to closure, Support case management and resolution processes must be efficient and effective. Yet case management is the most costly and time-consuming Support process and remains labor-intensive …
