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Like many 20+ year old computer hardware companies, Juniper Networks has a deep history and expertise in box selling and supporting. In fact, they are damn good at it, and that's an issue. As the computer network industry shifts focus towards the cloud, software is becoming an increasingly critical component of the product offering. Customers want to consume these virtual offerings via subscription models and in public cloud market places. The flexibility and power of choice inherent to these models are attractive. Sounds great! But here is the problem: we know how to sell boxes that are organically sticky. The dynamics change with software, especially in the subscription model. It's very easy for a customer to change their mind or even forget that they bought your product. With subscription-based software offerings, it is important to ensure that the customer has adopted the software and is deriving value from their investment. Come learn how the Juniper Customer Service and Support organization is evolving to drive software product adoption and turning it into a profitable business while ensuring customer success.
Sr. Director, Customer Success, Juniper Networks
Publish Date: October 17, 2018
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Peg Rodarmel, SVP, Subscription Services, Infor
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