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Last year Citrix ShareFile’s TSW topic was “Adoption, the Golden Nugget” and our presentation was on setting up a Customer Success team focused end user adoption. In 2016 our Customer Success organization realized just focusing on end user adoption wasn’t enough, and developed a Customer Health Score to have an all-encompassing metric to monitor our customer’s health. The metric is a combination of adoption, active use and usability. The end goal being that we identify segments of our customer base that need specific attention, and set quarterly goals to increase that segment’s health score and thus drive additional revenue for the business. This session will be focused on how we identified what areas needed attention, how we used the Customer Health Score to increase the health in overlooked segments of our business and how this increased customer lifetime value overall.
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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