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Customer Success
Ensure technology adoption and deliver customer business outcomes.
Education Services
Optimize learning to drive customer engagement and product adoption.
Expand Selling
Use services teams to grow revenue with existing customers.
Field Services
Optimize field service delivery and drive digital transformation with IoT and Big Data.
Managed Services
Grow and scale your Managed Services business.
Professional Services
Optimize your project delivery and consulting services.
Service Revenue Generation
Develop, attach, and renew recurring service offers.
Subscription Sales
Sell technology-as-a-service and subscription-based offers.
Support Services
Optimize and transform Support organizations to provide next-generation service.
XaaS Product Management
Optimize product management for as-a-service success.
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Improve operations and outcomes with data-driven insights.
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Maximize investments in social and service technology.
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All Speakers
Bo Di Muccio
Dave Carlson
George Humphrey
Harald Kopp
J.B. Wood
Jeremy DalleTezze
Jodie Paxton
John Ragsdale
Judith Platz
Julia Stegman
Laura Fay
Maria Manning-Chapman
Martin Dove
Phil Nanus
Steve Frost
Thomas Lah
Vele Galovski
All Research Practices
Customer Success
Education Services
Expand Selling
Field Services
Managed Services
Professional Services
Service Revenue Generation
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XaaS Product Management
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All Business Challenges
Addressing Learner Skill Levels
Adoption Monitoring & Scoring
Aligning Service Strategy
Aligning the PS Charter and the PS Business Model
Analytics Tools
Benchmarking Service Revenue Growth
Benchmarking Support Services Organizations
Best Practices for Creating Customer Success Capabilities and Organizations
Best Practices for Managing Base Client Revenue Contracts and CSAT
Best Practices for Pure Play Cloud Providers to Grow Existing Customer Revenues
Building a World Class Services Engineering Capability
Building Premium/Platinum Support Offerings
Business Case for a PMO
Calculating Utilization
Charter of Customer Success
Compensation Models to Drive Upsell & Cross-Sell
Connected Product
Content Development Strategy
Creating an Executable and Measurable Managed Services Strategy
Creating Differentiated Field Service Offers That Increase Customer Value
Customer Engagement Models for Upsell & Cross-Sell
Customer Outcome Engineering Strategy and Business Case Approach
Customer Satisfaction Metrics for Support Services
Customer Success Compensation Strategies
Customer Success Science
Customer Success Technology
Data Collection for Learning Analytics
Defining a Managed Services Organization Structure
Defining and Pricing Customer Outcome Engineering Offers
Defining Market Focused MS Offers
Developing New PS Offerings to Exploit the Cloud
Device Entitlement
Education Services Business Model
Education Services Metrics
Education Services Strategy
ES Pricing Practices & Policies
Establishing, Building, and Deploying a Certification Program
Expand Selling Best Practices for Traditional Providers' Transition to Cloud
Field Service Utilization
Field Service Vendors - Outsourcing
Free vs. Fee-Based Education Offerings
Frictionless Renewal Landscape
Funding a Customer Success Organization
Global Services Organizational Structure
Growing PS Revenues
How to Implement Proactive and Preventative Technologies
Implementing New Proactive Technologies to Prevent Field Dispatch
Improving Field Service Customer Satisfaction Ratings
Increasing Support Attach Rate for Support Contracts
Interviewing Customers
Key Performance Indicators (KPIs): Customer Success
Key Performance Indicators (KPIs): Support Services
Key Security and Privacy Considerations for FS Organizations
KM Application for Field Service Optimization
Knowledge Management Best Practices
Latest Field Service KPIs and Metrics
Launching New Service Offerings
Lead Generation Best Practices for Services and Support
Lead Generation through Channel Partners
Location of Global Support Centers
Managed Services Channel Models
Managed Services Key Performance Metrics
Managed Services Operational Processes
Managed Services Tools and Platforms
Managed Services Vs Professional and Support Services
Market Rates for PS
Marketing Best Practices to Accelerate Revenues with Existing Customers
Maximizing Productivity Through Mobility Tools
Measuring the ROI of Self-Service
Metrics that Matter for PS
Metrics to Determine Expand Selling Effectiveness
Monetizing Recurring Services with Cloud Computing
MS Sales vs General Sales
New Technologies in ES
Optimizing PS Compensation Structures to Drive Business Results
Optimizing Recurring Service Revenue in Emerging Markets
Optimizing Renewal Rates for Subscription Plans
Optimizing Renewal Rates for Support Contracts
Optimizing Support Compensation Structures and Policies
Optimizing the Selection, Operation, Refresh of Your Vehicle Fleet
Outcome Service Offerings Based on Customer KPIs
Outcome-Based Pricing
Outcome-Based Service Offerings
Partner Management for PS
Pricing Methodologies
Project Management Consistency
PS Organizational Structure
PS Sales Coverage Models
Reducing Spare Parts and Logistics Costs
Renewing Support Contracts via Channel Partners
Resource Management
SaaS Support Model
Skills and Professional Development for PS Staff
Skills and Professional Development for SS Staff
Staffing a Customer Success Organization
Subscription Model Definition
Support Channel Mix
Support Dashboard Examples
Talent Management Strategies to Enhance Retention of Field Service Staff
Top Installed CRM Platforms
Top Line Revenue Growth Through Expand Selling
Top Trends for Self-Service
Train Sales and Services Roles to Position Services
Use of Customer Data and Predictive Analytics to Generate Leads
Using Marketing-Led Automated Sales Channels for Expand Selling
Web as a Support Channel
XaaS Financial Models
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