TIBCO Customer Success Plan

TIBCO has designed a set of advisory and enablement services to ensure customers derive maximum business value from their TIBCO investment. The focus of these services is on ensuring that the TIBCO solutions continue to drive value as the customer's business evolves. This is achieved through engagement aligned with TIBCO's Value Realization framework.

Customer Success Management

A TIBCO Customer Success Manager (CSM) will be assigned to your organization, providing on-demand access to a team of experts to ensure you get the right help at the right time. This team of experts offers a variety of deep business and technical skills with a knowledge of customer requirements. The TIBCO CSM will:

  • Drive engagement and advocacy within both customer and TIBCO teams
  • Provide input to TIBCO roadmaps to align to the customer’s business objectives
  • Recommend – create Strategic Value Realization Plan, Onboarding, Value Health Check to help customers obtain business value
  • Establish regular Communication across all stakeholders including Customers, P&T Product Leadership, Renewal, Sales, PSG, Marketing, Executive Leadership Team
  • Align resources to provide governance advice, usage/adoption recommendation and risk identification/mitigation plan
  • Escalate customers issues that need broader help and focused attention
  • Orchestrate resolution of product & infrastructure obstacles, enhancement requests and bugs

Premium Content

  • Access through TIBCO Connect Success Portal to a set of tools, projects, templates and custom software

Strategic Value Planning

Your CSM will be a primary contact and responsible for developing and managing your Strategic Value Realization Plan (SVRP). The process includes working with you to create and manage a plan that identifies both the required and desired outcomes, outlining the steps to reach these goals and planned outcomes. Your CSM will manage various touch points to confirm that all is on track. These touch points include:

  • 3-6 month QBRs
  • Value Health Check Workshops
  • Executive Reviews

Onboarding

Project Kick-off – A Kick-off Meeting will start the planning process and validate product capabilities in scope, deliver the project plan and review implementation activities. Also includes:

  • Confirm provisioning of TIBCO Cloud instance
  • Setup child organizations as required
  • Review environment
  • Review environment/lifecycle requirements
  • Review monitoring strategy
  • Review Deployment/Failover Plan (If applicable)
  • Provide pre-production checklist
  • Coordinate status meetings

Training & Enablement

Your CSM will facilitate enablement through helping customers become more proficient and efficient. This is achieved by sharing tools, processes and industry best practices and by identifying training needs of customer and partner teams.

TIBCO Academy

  • Enterprise Plan provides 5 passes
  • Standard Plan provides 1 pass

TIBCO Certified Associate Certification

Engagement & Adoption

The CSM will analyze customer adoption and engagement through Value Health Check workshops to help identify areas for optimization and improvement.

Project Status Management - Liaise with the customer's project manager, and conduct regular check-ins as needed to review project status and progress.

We will ensure customers are taking full advantage of the latest TIBCO capabilities, accelerators, solutions and help planning for the future, achieved through:

  • Company direction and events
  • SOD reviews
  • Beta availability
  • Product announcement & Demos
  • GA & HF releases
  • Upgrade planning
  • Related security incidents

Executive Review

A TIBCO hosted meeting designed for the stakeholders on your Executive Team to ensure alignment and analyze the current and future business impact of TIBCO on your organization.

Terms

These services are primarily provided remotely, but some may be delivered on-site.