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Not that long ago, Craig Thompson, Vice President, Marketing & Customer Success, recognized that his services organization was not prepared for acceleration in growth. With a series of manual, disconnected processes, coupled with upcoming acquisitions, the team faced inaccuracies and delays that would hinder the company vision. Fast forward a few years, Craig and his team have developed a streamlined, efficient PS business that fuels new revenue streams for his business. Join Craig and learn about the journey towards transformation including: How flexible IT integration placed Upland PSA at the heart of Grass Valley’s professional services business Why efficient resource management matters to customers (hint: it’s all about customer success) The increasing role of customer experience and KCS knowledge management in services delivery How Grass Valley improved services profitability by 18% in 3 years
VP, Marketing & Customer Success, Grass Valley
SVP, Product Management, Upland Software
Publish Date: October 22, 2019
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Peg Rodarmel, SVP, Subscription Services, Infor
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