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Research Report

Customer Journey Analytics

This report is for XaaS Product Management members only

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Analytics is an essential capability for XaaS providers. Managing customer churn becomes Job 1, given its outsized negative influence on revenue growth, expense growth, and ultimately, company valuation for as-a-service companies. This increases the challenge to innovate faster, deliver value quicker, and ensure a great customer experience. How can suppliers instrument their products to proactively influence that customer experience, driving them to realize their desired customer outcomes more quickly?

This research report reveals that product instrumentation, organizational accessibility of captured data, and use of analytics for product decision making are all immature product management practices today. The paper discusses these research findings and makes recommendations for optimal approaches.

Authored By:

Laura Fay

Vice President, XaaS Product Management, TSIA

​Publish Date: July 16, 2018

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