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The strategic role of post-sales offerings within the customer life cycle has garnered more attention than ever before. In addition to directly driving revenue growth, Services offerings now play a pivotal role in shaping the customer experience and ultimately influencing renewals and expansions. Recent moves by industry leaders (including Microsoft and Oracle) demonstrate this increased focus on the post-sales experience and trend towards harmonization across support and services. Designing and pricing a unified services portfolio is a complex undertaking.
Considerations include selecting services and "features" across Customer Support, Training, and Customer Success that are valuable to end users, structuring and pricing tiered offerings, developing a framework to migrate the existing base while ensuring minimal disruption, among others. In this session, Sowmya and Hubert will present practical advice on how to structure, tier and price integrated services offerings to harmonize the customer experience across a diverse and broad portfolio of on-premise and cloud offerings sold under perpetual license and subscription business models.
Partner, Waterstone Management Group
Publish Date: October 17, 2018
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
The Technology & Services Industry Association (TSIA) is dedicated to helping technology and services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at (858) 674-5491 or we can call you.