Peachtree 2015 Annual Report Download - page 26
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We’ve been listening to customers and responding to their needs for more than
30 years. In 2012, we identified the numerous benefits of subscription, both for Sage
and for our customers. Subscription relationships including support will continue
to offer great value and benefits to our customers and over time we expect more
and more customers to adopt subscription. Our transition to subscription has never
involved forced migration however and offering a choice to our customers is an
example of how we support them for life.
Customers for Life
Knowledgeable support and advice, any time
Strategy continued
Our priorities
We have a privileged position with our existing customers and an
opportunity to grow with them by continuing to provide additional value
and making their lives easier. Our priorities are to deliver more integrated
solutions, implement hassle-free migration for customers who are ready
to move up to the next product solution and to relentlessly drive
exceptional levels of customer service.
Why it’s important
Providing Accounting, Payroll &HR and Payments services to customers
who have a need for all those services represents a compelling value
proposition; the Golden Triangle of money movement made effortless
with seamlessly integrated solutions.
Recognising when customers have outgrown their product and offering
simple migration pathways is important to enable us to bring maximum
and appropriate functionality to our customers and to help them to
grow further.
Puing customers at the heart of everything we do to drive exceptional
levels of service and support delights them and enables everyone to
benefit from the continuity of a long-term partnership.
The risks that could impact our success
Failing to recognise the changing needs of our customers and
the evolving compliance landscapes faced by customers in our
geographies would inhibit our ability to satisfytheir needs. If the move
to a subscription delivery model is not executed collaboratively then
we risk alienating customers. Read more about our Market Intelligence
and Licensing Model Transition principal risks on page 40.
How we will measure our progress
If we succeed in delighting our customers, they will respond by
continuing to use our services, so our KPI linked to this pillar is
our contract renewal rate. Read more about our KPIs on page 28.
“Irrespective of product, location or size of business, we’re passionate about
our customers and want to serve them for life: providing unparalleled choice,
indispensable advice and the right solutions for them. The principle of supporting
customers for life is at the heart of everything we do.”
— Brendan Flaery, President Europe
24 The Sage Group plc | Annual Report & Accounts 2015