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Conference Presentation

Support & Adoption Offerings for On-premise and Subscription Models

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Transitioning Support Offerings from Perpetual to Subscription 
Presented by John D'Addario, PTC 

As PTC transitions its business model from a perpetual software licensing model to a subscription model, it's important support services within the subscription are positioned the right way. PTC Support has started to build new Support Offerings based on TSIA's B4B model, using their research to design and build adoption-based support services. Using PTC's IoT (Internet of Things) Platform (ThingWorx) to make our own software products smart and connected, these new proactive support services and offerings will help drive the customer's adoption of proactive support recommendations. 

Nurturing Adoption with Enterprise Customers using a Scalable 1:Many Approach
Presented by Katriona Lord-Levins, Autodesk

Driving user adoption is critical in today’s subscription and consumption-based software world. The approach with large enterprise accounts often allows for adoption activities to be delivered in a high touch / 1-to-1 format. While this is very effective to address specific adoption issues or opportunities, it is not practical to nurture adoption across a large / disperse user base or with emerging products with low awareness. Learn how Autodesk is using 1-to-many tools and techniques to scale Adoption within the Enterprise segment by engaging product teams, technical experts and other customers in a more efficient and interactive environment. 

A Win-Win: Moving to a Customer Success Model to Delight Customers AND Increase Services Revenue 
Presented by Christy Johnson, Symantec

Symantec, a global leader in cyber security, has recently transformed its premium maintenance and support offerings from reactive rapid issue resolution to proactive customer success. The new offerings incorporate the Land-Adopt-Expand-Renew model of Customer Success. By incorporating customer feedback and industry trends, the company was able to repackage and reposition “premium support” to include solutions focusing on customer goals and objectives. In addition, by adding a service for a previously underserved customer segment and executing a plan to migrate customers to the new offerings, Symantec is forecasting significant increases in services revenue and customer retention.

Presented By:

John D'Addario

Senior Manager, Support Service Portfolio, PTC

Katriona Lord-Levins

Sr. Manager, Product Support, Autodesk

Christy Johnson

Program Manager, Services Product Management, Technical Services, Symantec Corporation

Publish Date: June 15, 2016

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

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