Date: May 06, 2015

Author: Victoria Spencer - HP Software (HPSW)

Many enterprise companies focus their customer success efforts on their top customer segment. It is often a fact, however, that the customer retention and adoption rates are much lower in the Tier 2 accounts. The reason? While there are many parties (PS, education, customer success, etc.) involved in Tier 1 care, Tier 2 tends to be much less touched by a vendor organization post-sale. This presentation will share customer care process innovation, specifically designed to address this issue.

Applicable Disciplines:
Customer Success

Business Outcomes, Customer Success

Functional Areas:
Service Delivery