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Everyone knows the customer success landscape is changing, but you may be asking how can I make this transformation happen within my organization? At Citrix ShareFile we have a dedicated department that enables product buyers to better focus on user workflows and experience. Last year customers who worked with our team experienced a 40% increase in licenses deployed and an 18% increase in active use.
Transformation from a traditional customer success team to an adoption consulting team is possible, but you need a short-term and a long-term plan. Short-term plan: set up your team to follow a proven deployment methodology, as well as increase focus on communication planning and end-user roll out. Long-term plan: focus on the correct metrics (adoption and active use), set these as annual and quarterly goals, and layer in paid-for services.
TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.
Peg Rodarmel, SVP, Subscription Services, Infor
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