Customer Success
Management

Enable partner to maximize customer lifetime value and
successful product / service adoption
Problem

Lack of real-time visibility and insights into customer usage and adoption for effectively engaging with customer to accomplish their business goals

  • Effectively manage and track CSM tasks
  • Manage renewals/expansion opportunities
  • Improve customer life time value
  • Continuous monitoring of customer satisfaction
  • Manage product adoption and usage insights for early signals
  • Reduce churn and improve customer retention



Lack of visibility into overall
hardware and software assets

Out of control
spend on assets

Out of compliance and
out of support risks

Over/under utilization of
hardware and software assets

Not able to handle subscription
consumption models?

Lack of success transparency
between vendor, partner and customer
Solution and Key Benefits

This solution collects and analyzes data from multiple sources to provide visibility and insights to CSM teams for spotting new adoption opportunities and take pro-active steps to mitigate customer satisfaction issues. It also provides recommendations to optimize the product usage and therefore improves customer stickiness and life-time values. It manages the identification of adoption services opportunities, tracking and vendor incentives management. You can:

  • Automate identifying adoption eligible opportunities
  • Automate project assignment and tracking of CSM goals
  • Automate adoption success plan creation and submissions
  • Automate capturing qualitative & quantitative health scores of product usage
  • Automate vendor incentives tracking
  • Drive partner managed adoption services


Real time visibility into customer usage / adoption

Effectively manage
renewals and expansion.

Predictable
Revenue stream

Increase expansion
opportunities

Improve customer engagement levels

Increase customer lifetime values
How it Works
 

 

Data Sources

  • Customer Asset Data:
  • In-built deep asset discovery
    • 3rd party sources like CMDB, Active Directory etc.
    • Contracts data
    • More…
  • Sales Data
    • ERP/CRM systems
    • Surveys
    • More…
  • Surveys
  • Vendor incentive management systems
  • Vendor and proprietary dictionaries
  • More...

Access/Protocols

  • HTTP/S
  • SNMP
  • WinRM
  • SSH
  • APIs
  • More...

Metrics / Insights

  • Customer purchases
  • Entity lifecycle data
  • Roles and responsibilities
  • Vendor incentives
  • Contract details
  • Asset telemetry data
  • More...



New expansional and
renewal opportunities


Opportunities and
projects at risk


Customer Usage and
adoption Insights


Customer satisfaction,
risk scores & More...


Actionable Insights
  • Identification of new opportunities
  • Insights on expansion opportunities
  • Insights to improve customer experience
  • Inputs to sales forecast and planning
  • Alert on opportunities at risk
  • More...
Automated Actions
  • Automate assigning tasks to CSM
  • Automate report generation
  • Automate P.O/invoice workflows
  • Automate notifications and alerts
  • Automate CRM updates and synch
  • More...
 
 
Supported Use Cases


Implement, manage & track Customer adoption services



Track and realize Vendor incentives



Operational health score driven contract management



More

 
Pricing