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Maximizing the value of every customer relationship, through each interaction at every stage of the customer journey, has never been more critical. But successfully expanding your share of wallet, through selling different related offers to an increasingly savvy and informed customer base, is a complex and challenging process. Increased customer expectations, alongside an increased ease and willingness for those customers to switch providers, can mean that a poorly chosen or mistimed sales offer can drive customer churn rather than expansion. In this case study presentation, VMware will share insights and case examples from putting in place a sophisticated cross-selling customer expansion program using propensity modelling and analytics to drive deeper customer engagement. With points of view borne from practical experience and a strong focus on lessons learned, this session also features insights and a perspective on best practice from ServiceSource, VMware's partner in this customer expansion journey.
Sr. Director, Support Renewals Americas Sales, VMware
SVP Strategy & Corporate Development, ServiceSource
Publish Date: October 18, 2016
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