Support Issue Resolution Rate
The percentage rate of resolved support ticket issues.
The percentage rate of resolved support ticket issues.
A business model in which a customer must pay a subscription price to have access to the product or service, which is then renewed on a recurring basis. This puts pressure on the provider to continue providing value, since the lifetime value of the customer is not realized unless they continue to renew.
A system built upon common standards. An interface gets around that problem by providing the framework for the exchange, integration, sharing and retrieval of information.
The Solution Review typically happens every six-months with most of your customers, for your top-tier customers it is more likely to be every four months. This meeting is typically held with your Program Managers / Process Owners and is where you want to deep dive into product adoption and utilization, engagement, and satisfaction then make [...]
A breakdown of how a customer feels about a product or service. This information can be gathered from direct customer feedback, surveys and product data that allow you to identify potential issues with the customer experience.
Software-as-a-Service (SaaS) – In the subscription economy, most products are offered on a contract basis that needs to be renewed in a recurring time period, like every month, year or longer.
Return On Investment (ROI), is expressed as a percentage and is typically used for personal financial decisions, to compare a company’s profitability or the efficiency of different investments. An example could be the amount of revenue generated from a particular advertising campaign.
A prompt made to alert or help a person remember something.
The spreading of positive word of mouth about a product or service through a business’ existing customers, rather than traditional advertising.
Typically, the Quarterly Business Review is a regularly scheduled meeting that occurs quarterly (approximately every 90 days), between the customer and a member of the Success Team. These meetings are an opportunity to review your joint success plan, progress towards goals and make any necessary adjustments and plan for future success. The QBR is not [...]