Conference Presentation

One Size Does Not Fit All: Adopting a Remote Approach to Quickly Achieve Customer Outcomes

This report is for Professional Services members only

Get Access to Member Content

In today's TaaS economy, companies must deliver value and quality while helping customers achieve economic and operational outcomes. Recognizing a growing concern in customer perception of services pricing versus value, Ciena launched a strategic initiative to understand the competitive landscape for their services. Because of conclusive feedback, Ciena recognized a severe misalignment between existing service offers and the value customers expected for the associated outcomes. In response, Ciena launched a tiered deployment-services model, leveraging remote capabilities, with dramatic results--delivery of value-based outcomes that meet the full spectrum of customer needs, rather than a specific few. In this session, Ciena's professional services product manager, Brian Ruffner, supported by partner, RTM Consulting, will review the program analysis and the resulting focus on addressing changing customer expectations in the TaaS economy.

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.