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Tuesday, April 18 • 3:00pm - 3:45pm
The Outsourcing of Customer Success LIMITED

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Limited Capacity seats available

Many enterprise companies focus their customer success management 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 and below clients tend to be much less frequently touched by a vendor organization post-sale because of cost and resource constraints.

A company with over 9,000 non-strategic Tier 2 customers faced the challenge of providing an appropriate level of customer success management.  Scaling the in-house Customer Success team to handle the workload for those Tier-2 customers was not financially viable.  The decision was to go with an outsourced delivery model which provided global coverage in the local languages, all set up and rolled out in about 12 weeks.  The resulting improvements in ARR were quite significant, incremental revenue was realized as a result of ongoing contact with the customers, and the program ROI after first year – extremely compelling.

This session will cover the original problem statement, the program design, the components of the solution and the outcomes after the first year in operation.

Speakers
avatar for Victoria Spencer

Victoria Spencer

EMEA Lead, Customer Success & Advocacy, Oracle
Victoria Spencer is currently holding a position of EMEA Lead, Customer Success and Advocacy with Oracle Digital.  In her previous role as the Director of Worldwide Product Management and Customer Success with HP Software Support, she was globally responsible for managing the portfolio... Read More →


Tuesday April 18, 2017 3:00pm - 3:45pm BST
Mackenzie