New Contract Expands ServiceSource Customer Success Solution With Existing Cloud-Based Client

• Solid Execution and Demonstration of Client Value Unlock Global Expansion Opportunity

ServiceSource International, Inc., the customer journey experience company, announced a new contract to expand its Customer Success solution into new geographies for a fast-growing, cloud-based identity management client.

“The key to improving customer stickiness is to tightly align onboarding and activation to the customer’s goals and routinely check-in to ensure that every action taken is building the relationship for the long-term. We are pleased to take on a broader role in helping our client create customers for life.”

The client provides secure identity and access management technologies to business users globally and in 2020, chose ServiceSource to address its need to better retain its small and midsize (SMB) customers. Through its sales performance analysis process, ServiceSource determined that a Customer Success strategy would remove the barriers to solution adoption and usage that the client experienced, and ultimately help build lasting and growing relationships with its customers.

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Within a year, ServiceSource executed a Customer Success playbook for its client that delivered a 90 percent renewal rate among SMB customers in North America.

As a result, ServiceSource recently signed a new contract to expand its outreach on behalf of the client to customers in the Europe, Middle East and Africa (EMEA) and Asia Pacific and Japan (APJ) regions, giving the relationship a global footprint. Through this expansion, ServiceSource expects the value of this client partnership will increase approximately 50 percent over the contract’s two-year term.

“Customers are buying outcomes, not just products or services. Especially for Software-as-a-Service solutions where expectations are high and adoption of services can be low, proactive engagement early and often is critical for success,” said Gary B. Moore, chairman and chief executive officer, ServiceSource. “Fast-growing businesses sometimes lack the resources they need to ensure that smaller and mid-market relationships begin, and stay, on the right track. Adding the scale and strategy of our solutions to tackle these issues enables our clients to maximize their revenue along the entire customer journey experience.”

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“ServiceSource provides the consistent outreach that is essential to maintaining the short-term subscription-based relationships that are often found in the SaaS world,” said Mike Naughton, executive vice president of Global Client Delivery, ServiceSource. “The key to improving customer stickiness is to tightly align onboarding and activation to the customer’s goals and routinely check-in to ensure that every action taken is building the relationship for the long-term. We are pleased to take on a broader role in helping our client create customers for life.”

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