This document summarizes a presentation on serving next-gen customers in an era of seismic technology shifts. It discusses how macro trends, a dynamic workforce, disruptive tech adoption, and new digital business models are changing customer expectations. Presenters discuss how companies need to transform their business models to focus on outcomes and experiences rather than just products. They also discuss how digital disruption requires changes to business models, not just technology, and how companies must learn to support highly personalized customer segments.
5. • How should I change my process to adapt to innovative delivery and business models?
• How should I respond to non-traditional competitors?
• How can a greater focus on customer value be used as a revenue growth lever?
New questions
Seismic, Technology-Driven Shifts
Innovation Global ConsolidationNew Models
37. salesforce.com
An innovative company demanding
customer adoption across every tier
Innovation Global ConsolidationNew Models
The next-gen customer in action
38. Shifting to continuous value delivery
requires a focus on customer success
Fortune 100 networking leader
Innovation Global ConsolidationNew Models
The next-gen customer in action
39. A new approach to data in the face of
disparate systems
VMware
Innovation Global ConsolidationNew Models
The next-gen customer in action
41. Software Hardware Networking
Industrials, Healthcare
and Life Science Subscription Revenue
$14.5B
Recurring Revenue
under management
LOCATIONS WORLDWIDE:
ServiceSource: Helping leading companies maximize
customer lifetime value
Focused exclusively on customer lifecycle management for 15 years
60%
Revenue through channel
240K+
Partners and Resellers