SAS Institute (Canada) Inc.: Integrating Customer Programs to get Broad Customer Engagement

Wally will show how SAS Institute (Canada) Inc. is integrating customer programs, which reach a high portion of its customer base face-to-face by leveraging strong customer champions. These programs include references, user groups, key accounts, and academics (a rich source of future SAS customers). By working “shoulder to shoulder” as Wally puts it, the different program managers can significantly expand their individual programs while turning “champions” into “super champions.”   “Swapping champions from one program to another takes place on a regular basis,” notes Wally. During the second quarter this year for example, his team was able to run an average of two events every three days – a level of activity impossible without heavy cross-participation by key customers. One major result of integrating with such customers: Wally will make the case that SAS Instutue (Canada) engagement scores are nearly 50% higher than those in other regions that so far haven't been able to integrate their customer engagement programs.