Conference Presentation

Analytics to Increase Adoption and Renewal at Scale

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Service organizations need to help their customers become successful. This requires a deep understanding of each of your customer’s goals and definitions of success. However, success teams cannot function as a one-to-one consulting model, and the one-to-many model often leaves the customer success representative with a shallow understanding of their customers. Join us for this power hour to find out how analytics can help you better scale and optimize your customer success capability. Leveraging TSIA’s Consumption Analytics framework, we articulate the combination of technology, people, and processes required for this scaling capability. For illustration, we open the doors to how TSIA is currently using both data driven and data informed processes across several teams and channels to increase adoption and renewal. As part of the presentation, we will converse with a former Success Manager about the challenges of balancing automation with personal touch.

Presented By:

Jeremy DalleTezze

Director Research, Data Analytics, TSIA

Publish Date: May 4, 2016

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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