Archives for Tom Sweeny : Page 5
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In a subscription economy your support value proposition is likely out of date.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 …
8.23.21 Read Time: < 1
The amount of recurring revenue a company receives may increase, stay the same, or decline for a given period. Recurring Revenue Rate indicates the percent change in the amount of …
8.20.21 Read Time: < 1
Higher levels of customer proficiency lead to faster product adoption and less need for support assistance. Leverage these 10 strategies will help customers develop essential product skills.
8.13.21 Read Time: < 1
Identifying and alleviating performance and usability issues can go a long way toward preventing demand for Support. Leverage these 7 strategies for issue prevention to help lessen Support demand:
7.15.21 Read Time: 4 Mins
The Support organization encompasses extensive experience and expertise about how to use and apply products. Access to this Support knowledge is the primary reason customers contact Support. This article explains …
7.13.21 Read Time: < 1
Healthy customer relationships require an ongoing dialogue through digital media, self-help, communities and direct interaction with Support and Customer Success team members. This article introduces eight customer interaction best practices …
