Category: Services Transformation

Redesigned Post-Sale Customer Engagement Model to Boost Adoption and Retention

$100M high growth marketing automation software company wanted to better drive greater adoption of its platform, and maximize renewals and expansions within the installed base. We re-designed the end-to-end post-sales customer engagement model, mapped roles and responsibilities for all post-sales functions across the customer lifecycle, and updated the post-sales organization model to deliver on target customer outcomes.

Developed and Advised on Execution of 3-Year Growth Plan and Merger Integration to Grow Installed Base Revenue

A $650M ERP software provider with low single-digit market growth wanted to improve its installed base revenue growth and improve its Services operations. We developed and advised on the execution of an enterprise-wide 3 year growth plan and merger/integration that realized $14M in targeted syndergies ahead of schedule and achieved additional growth and value in the installed customer base.

Created Significant Enterprise and Customer Value Through Services Transformation

A global enterprise software company sought to evolve its Services strategy and operations to drive growth and profitability. We developed and advised on the execution of a phased roadmap for cloud growth and services improvement. As a result, the Cloud Services business grew from start-up to $40M with 25% margin Professional Services margin increased 8% and SaaS business is growing at >40% year over year.

Standardized and Improved Support Offerings to Strengthen Customer Satisfaction and Drive Revenue Retention and Cross-Sell for Installed Base

$300M provider of mature systems software and database solutions wanted to simplify and harmonize disparate support offerings to protect and grow its customer base. We developed standardized, improved Support offers, processes and controls to increase customer satisfaction, retention and cross-sell.

Transformed Customer Success Model, Organization and Practices to Improve Net Retention and Drive Adoption

A SaaS provider with $1B+ in annual recurring revenue needed a Customer Success strategy to improve net retention and drive adoption of a new product platform across its installed base. We redesigned the Customer Success model, organization and practices and developed the 18-month transformation roadmap and investment case to achieve their goals.

Developed Business Model, Investment Case and Execution Plan for a New Premium Consumer Tech Services Offering

A $40B national communications provider sought new products and value-added services to offset declining growth rates in video, telephone and broadband businesses. We developed the business model, investment case and execution plan for a new premium consumer tech services offering.

Conducted Acquisition Due Diligence and Developed 3-Year Improvement Roadmap

A top-tier private equity firm evaluating a multi-million dollar enterprise communication software provider
engaged Waterstone to perform acquisition due diligence focused on the target company’s Professional Services, Maintenance and Cloud businesses. We evaluated the target company’s current performance, underlying performance drivers and intrinsic risks and developed a 3-year go-forward improvement plan.