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Many traditional software vendors who, like Citrix, are transforming their business towards a subscription/XaaS model, have understood the benefits of defining business value up front when landing new customers, thereby shifting away from a solely cost-based discussion.
However, this is not enough - in a subscription world, landing an account is just the beginning. The question we need to ask is: How do we become stewards of value all the way through the customer journey, to where a true business impact can be realized?
At Citrix, we have begun to pilot a phased value journey with our customers:
Define value (and plan how it will be delivered)
Deliver value (using the full power of Customer Success to deliver on what was promised)
Measure value (to see if they are getting the expected value, and identify gaps or expansion opportunities)
In this session, we will discuss how we are developing the capabilities needed for each of these phases, and we will show how this new approach is allowing us to better fulfill our value promise to our customers.
Sr. Director, Customer Success, Citrix Systems
Solution Strategist, Citrix Systems
Publish Date: May 6, 2021
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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