Conference Presentation

Driving Consistent Customer Experience Through a Unified Services Portfolio

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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.

Presented By:

Hubert Selvanathan

Partner, Waterstone Management Group

Publish Date: October 17, 2018

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Peg Rodarmel, SVP, Subscription Services, Infor

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