The strategic role of Support today must be aligned (or realigned) with overall corporate strategies. Companies that are moving to subscription-based relationships with customers and seeking to bolster recurring revenue streams must leverage Support as an integral part of their post-sales strategies to sustain and expand customer relationships.
It is not sufficient to only satisfy customers, Support must help deliver positive customer experiences that help sustain existing relationships.
These excerpts contain highlights from the comprehensive study of the Support industry, Customer Support Transformation: The Guide to Essential Practices and Metrics. The complete report, a collaborative effort between ServiceXRG and TeamSupport, examines current trends in Support delivery and offers tangible guidance for Support and Service professionals to meet the growing expectations of both customers and company executives.