Turning Customer Usage

Data into Valuable

Business Intelligence

Maureen Polte

Director, Product Management

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

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

Adoption Rate For A New Release

0

5,000

10,000

15,000

20,000

25,000

30,000

10-0

7

11-0

7

12-0

7

1-0

8

2-0

8

3-0

8

4-0

8

5-0

8

6-0

8

7-0

8

8-0

8

9-0

8

10-0

8

11-0

8

12-0

8

1-0

9

2-0

9

3-0

9

4-0

9

5-0

9

6-0

9

7-0

9

8-0

9

9-0

9

10-0

9

11-0

9

12-0

9

1-1

0

2-1

0

3-1

0

4-1

0

5-1

0

6-1

0

7-1

0

IS2010

IS 2009

IS 2008

IS 12

IS 11.5

IS 11

IS 10.5

IS 10

IS 9

IS 8

IS 7

Pro 7

Pro 6

How Many Users Are We Impacting With

End of Life Decisions

InstallShield 2008 End of Life

Announcement (Added InstallShield

12 to the Promotion)

Usage Data improves New Product Launch monitoring

16,000 Registrations - 15,000 Download - 8,155 Activated this “Freemium” product

6

Can We Drop Support for Windows Server 2003?

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

How Many Users Installed The Update?

InstallShield 2010 SP1 – All Editions

Marketing Messages – Delivered Directly To The

User

End of Life “Amnesty” Promotional message to

InstallShield 12 Users

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

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.

But Someone Is Using It…

Fairly consistently

since January

When Activation History Is Long…How Do You

Make The Right Decision?

14

Usage Data Allowed Us To Have A More Balanced

Discussion

Activation Looks OK but Usage Indicates a

Compliance Issue

16

Proactive Reporting Allows Sales to Target

Customers Who Would Benefit From Concurrent

Licensing

17

Questions?