Archives for Tom Sweeny : Page 6
7.8.21 Read Time: 2 Mins
A successful Support strategy does not treat Self-Service as a deflection tool. This article reframes Self-Service as a critical enabler of scale, customer success, and long-term business impact.
7.6.21 Read Time: < 1
To develop and sustain a lasting customer relationship you must have a clear understanding of their expectations and the ability to help them achieve their outcomes. This article introduces six …
7.1.21 Read Time: 2 Mins
Self-Service deflection can provide both benefits as well as some unintended consequences. This article introduces what to expect from self-service deflection and how to prepare for possible consequences.
6.29.21 Read Time: 2 Mins
Planning for customer success starts with establishing how your customers define success with your products. By understanding what your customers expect it is possible to align resources to help customers …
6.22.21 Read Time: 2 Mins
Successful onboarding is essential to get customers set up to use and adopt their new product and prepared to achieve their desired outcomes. This article introduces eight onboarding practices necessary …
6.21.21 Read Time: 3 Mins
When customer expectations are not known or well managed – the instances of dissatisfaction with Support will rise. This article introduces the top reasons for customer dissatisfaction.
6.15.21 Read Time: 2 Mins
Effective customer engagement starts with Service and Sales coordination. Know these seven essential sales-to-service handoff practices to help your organization foster continued Customer Success and recurring revenue growth.
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 …
