Date: October 20, 2015

Author: Kelly Leslie - Citrix Systems,
Mike Ulaky

Everyone knows the customer success landscape is changing, but you may be asking how can I make this transformation happen within my organization? At Citrix ShareFile we have a dedicated department that enables product buyers to better focus on user workflows and experience. Last year customers who worked with our team experienced a 40% increase in licenses deployed and an 18% increase in active use.

Transformation from a traditional customer success team to an adoption consulting team is possible, but you need a short-term and a long-term plan. Short-term plan: set up your team to follow a proven deployment methodology, as well as increase focus on communication planning and end-user roll out. Long-term plan: focus on the correct metrics (adoption and active use), set these as annual and quarterly goals, and layer in paid-for services.

Applicable Disciplines:
Support Services,Customer Success

Growing Customers, Services Transformation, Customer Success, B4B, Business Outcomes

Functional Areas:
Operations,Service Delivery,Strategy