In order to provide complete functionality, this web site needs your explicit consent to store browser cookies. If you don't allow cookies, you may not be able to use certain features of the web site including but not limited to: log in, buy products, see personalized content, switch between site cultures. It is recommended that you allow all cookies.

This content is currently only available to TSIA members.

If you believe you are seeing this message in error,
please let us know.

Conference Presentation

Driving Consistent Customer Experience Through a Unified Services Portfolio

This report is for members only

Ask about TSIA membership to access.

Already a TSIA Member? Sign In.

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

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

Experience Our Community

Our thriving community of 35,000 services leaders rely on TSIA insights every day.