TAG: ServiceSource

For many technology-based companies, post-sales service and support is little more than an afterthought. But if approached properly, after-sales service and support can improve customer retention and loyalty.

Mike Smerklo, CEO - ServiceSource

CFOs often assume that service revenue is like the weather: there's not much they can do to influence it. But seemingly high renewal rates can mask serious problems - not to mention opportunities to increase service revenue performance. Here are eight questions CFOs should ask to increase renewal rates.

Rob Sturgeon - ServiceSource

How strong is your company's customer support renewal program? Many software service executives think they know the answer based on a few statistics and some anecdotes from their sales team. However, these measures are often inconsistent and rarely instructive on how to improve the business. ServiceSource believes that the real yardstick of renewals performance lies in a comprehensive set of key performance indicators (KPIs) that can tell a much broader story

Mike Smerklo, CEO - ServiceSource

Despite the fact that software vendors want to realize the full potential of their service revenue, many are still underachieving, leaving significant revenue, profits and earnings on the table every quarter. A sizable chasm separates those vendors that have deployed leading-edge strategies to maximize service revenues and those who are simply taking a "business as usual" — or a "business as 10 years ago"—approach to the service opportunity.