Turning Customer Usage Data into Valuable Business Intelligence

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by Maureen Polte, Director, Product Management, Flexera Software presented at SoftSummit 2010

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Turning Customer Usage Data into Valuable Business Intelligence

  1. 1. Turning Customer UsageData into ValuableBusiness IntelligenceMaureen PolteDirector, Product Management
  2. 2. Today’s DiscussionThe InstallShield business leverages customer and product usage data to gainvaluable insight and provide business intelligence to drive product decisions,marketing programs, and compliance initiatives resulting in increased revenue andcustomer satisfaction.Specifically, we’ll discuss the unique ways InstallShield uses FlexNet Connect to: • Manage key phases of the product lifecycle • Support compliance processes 2
  3. 3. Using Usage Data To Manage The Product Lifecycle1. Are users adopting the latest release? • Beyond purchasing or downloading, are my customers using the latest release?2. How successful was our last End of Life program? • Both marketing and product management receive value in understanding migration success3. Can we drop support for an operating system? • No need to rely purely on 3rd party analyst reports4. Which features should I enhance or remove? • Customer Experience Improvement Programs are easy to implement5. Product Updates • How many users actually installed the update?6. Customer Announcements • Deliver marketing and general product messages directly to the user
  4. 4. 5,000 15,000 20,000 25,000 30,000 10,000 010-0711-0712-07 1-08 2-08 3-08 4-08 5-08 6-08 7-08 8-08 9-0810-0811-0812-08 1-09 2-09 3-09 4-09 5-09 6-09 7-09 8-09 9-0910-0911-09 Adoption Rate For A New Release12-09 1-10 2-10 3-10 4-10 5-10 6-10 7-10 IS 7 IS 8 IS 9 IS 10 IS 11 IS 12 Pro 6 Pro 7 IS 10.5 IS 11.5 IS2010 IS 2008 IS 2009
  5. 5. How Many Users Are We Impacting WithEnd of Life Decisions InstallShield 2008 End of Life Announcement (Added InstallShield 12 to the Promotion)
  6. 6. Usage Data improves New Product Launch monitoring 16,000 Registrations - 15,000 Download - 8,155 Activated this “Freemium” product 6
  7. 7. Can We Drop Support for Windows Server 2003?
  8. 8. Easily Implement Customer Experience ImprovementPrograms To Support Feature Management Where should I invest engineering dollars? View Name % of Visits Total Users viewISToday 12% 213 viewAssistant 8% 171 viewInstallScriptStd 8% 114 viewOrganizeYourSetup 9% 151 viewSetupDesign 6% 132 viewSetupComponents 5% 123 viewProject 5% 124 viewAppFiles 5% 128 viewSetupFeatures 3% 110 viewCustomActions 3% 58 viewRelease 3% 91
  9. 9. How Many Users Installed The Update? InstallShield 2010 SP1 – All Editions
  10. 10. Marketing Messages – Delivered Directly To TheUser End of Life “Amnesty” Promotional message to InstallShield 12 Users
  11. 11. Using Usage Data To Support Compliance Processes1. Should I give a customer another activation? • Activation History doesn’t tell the whole story. Allow (or don’t allow) additional activations with “peace of mind”2. Take discussions about denied activations to a business level • Being able to correlate license activation and usage improves the compliance dialog with your customer3. Proactively engage with customers about how they are using the software • How many users? How often? Maybe a different licensing model is a better fit
  12. 12. Activation Denied—Customer Wanted AnotherActivation—Serial Number Was Not In Use It had been almost 2 years since this SN was last activated. Our policy is typically to grant another activation... We checked the usage data for this SN first.
  13. 13. But Someone Is Using It… Fairly consistently since January
  14. 14. When Activation History Is Long…How Do YouMake The Right Decision? 14
  15. 15. Usage Data Allowed Us To Have A More BalancedDiscussion
  16. 16. Activation Looks OK but Usage Indicates aCompliance Issue 16
  17. 17. Proactive Reporting Allows Sales to TargetCustomers Who Would Benefit From ConcurrentLicensing 17
  18. 18. Questions?

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