Turning Customer Usage Data into Valuable Business Intelligence
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The document discusses how InstallShield leverages customer usage data from FlexNet Connect to gain business intelligence and make product decisions. Specifically, it discusses how the data is used to: 1) Manage key phases of the product lifecycle such as monitoring new release adoption rates, success of end-of-life programs, and deciding when to drop operating system support. 2) Support compliance processes like determining whether to grant additional activations, taking denied activation discussions to a business level, and proactively engaging customers about their software usage. 3) Drive marketing programs through targeted customer announcements, monitoring new product launches, and identifying customers who would benefit from different licensing models.
Turning Customer Usage Data into Valuable Business Intelligence
- 1. Turning Customer Usage Data into Valuable Business Intelligence Maureen Polte Director, Product Management
- 2. Today’s Discussion The InstallShield business leverages customer and product usage data to gain valuable insight and provide business intelligence to drive product decisions, marketing programs, and compliance initiatives resulting in increased revenue and customer 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. Using Usage Data To Manage The Product Lifecycle 1. 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 success 3. Can we drop support for an operating system? • No need to rely purely on 3rd party analyst reports 4. Which features should I enhance or remove? • Customer Experience Improvement Programs are easy to implement 5. Product Updates • How many users actually installed the update? 6. Customer Announcements • Deliver marketing and general product messages directly to the user
- 4. 5,000 15,000 20,000 25,000 30,000 10,000 0 10-07 11-07 12-07 1-08 2-08 3-08 4-08 5-08 6-08 7-08 8-08 9-08 10-08 11-08 12-08 1-09 2-09 3-09 4-09 5-09 6-09 7-09 8-09 9-09 10-09 11-09 Adoption Rate For A New Release 12-09 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. How Many Users Are We Impacting With End of Life Decisions InstallShield 2008 End of Life Announcement (Added InstallShield 12 to the Promotion)
- 6. Usage Data improves New Product Launch monitoring 16,000 Registrations - 15,000 Download - 8,155 Activated this “Freemium” product 6
- 7. Can We Drop Support for Windows Server 2003?
- 8. Easily Implement Customer Experience Improvement Programs 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. How Many Users Installed The Update? InstallShield 2010 SP1 – All Editions
- 10. Marketing Messages – Delivered Directly To The User End of Life “Amnesty” Promotional message to InstallShield 12 Users
- 11. Using Usage Data To Support Compliance Processes 1. 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 customer 3. 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. Activation Denied—Customer Wanted Another Activation—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. But Someone Is Using It… Fairly consistently since January
- 14. When Activation History Is Long…How Do You Make The Right Decision? 14
- 15. Usage Data Allowed Us To Have A More Balanced Discussion
- 16. Activation Looks OK but Usage Indicates a Compliance Issue 16
- 17. Proactive Reporting Allows Sales to Target Customers Who Would Benefit From Concurrent Licensing 17
- 18. Questions?