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Transitioning premium service offers “from free to fee” may feel daunting, but if NASA could put a man on the moon in the 60s, we can lead our companies through this premium service transformation. Like human beings, organizations must learn to crawl before they can walk, and walk before they can run. Breaking down the goal into intermediate states paves the path for achieving the vision – whether you’re launching a premium service offer or a lunar expedition.
Erica Mancuso and Dave Seaton tell the story of nThrive’s journey from a one-size-fits-all support model to the launch of the first premium service, and how we used the “crawl, walk, run” framework to make steady progress towards our future-state vision.
VP, Service Level Transformation, nThrive
Director, Service Offer Management, nThrive
Publish Date: May 6, 2021
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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