Category: Software

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

Customer Success, Services Transformation, Software

$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 Strategic Roadmap, Growth Objectives and Associated Initiatives

Cloud, Communications, Growth Strategy, Services Transformation, Software, XaaS/Subscription

$500M+ provider of unified communications solutions needed a rapid assessment of the market, their competitive positioning and their current operations. We developed a strategic roadmap, complete with growth objectives and a set of associated initiatives, that the client executed successfully.

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

Private Equity, Services Transformation, Software

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

Cloud/Subscription, Customer Success, Go-to-Market, Services Transformation, Software

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.

Analyzed Emerging Wireless Collaboration Market and Target Company

Communications, Go-to-Market, Growth Strategy, Hardware, Private Equity, Software

A private equity firm was looking for a tech industry expert to assess the wireless collaboration market and the target company’s ability to penetrate that market. We sized the market, evaluated the target company’s positioning and projected its go-forward financials.

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

Analytics, Business & IT Services, Go-to-Market, Services Transformation, Software

$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.

Developed and Advised on Execution of a Vertical-Wide Sales Operations Consolidation and Alignment

Data & Information Services, Go-to-Market, Software

The legal vertical of a global software leader with ~$13B combined revenue wanted to address inefficiencies within its sales operations teams to better enable the sales organization to accelerate revenue generation and drive exceptional retention. We developed and advised on execution of a vertical-wide sales operations consolidation and alignment.

Designed Enterprise-Wide Customer Success Model and Optimized Offering Design and Pricing in Line with Client Goals and Industry Best Practices

Business & IT Services, Customer Success, Go-to-Market, Growth Strategy, Software

An enterprise application software provider with $1B+ annual revenue needed to define and enhance service offerings to support investments, including Customer Success, Professional Services and Support. Waterstone designed enterprise-wide Customer Success model to support current and future offerings and optimized offering design and pricing in line with client goals and industry best practices.

Developed Differentiated Pricing Model for New Cloud-Based Platform

Cloud/Subscription, Go-to-Market, Software

A $200M network monitoring and vulnerability management provider launching a new cloud-based platform wanted a differentiated pricing model to better drive customer adoption and revenue. We developed unit of measure and offering structure recommendations, evaluated financial implications, and defined initial migration requirements.

Conducted Acquisition Due Diligence and Developed 3-Year Improvement Roadmap

Analytics, Cloud/Subscription, Communications, Private Equity, Services Transformation, Software

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.