Eugene A. Hall - Gartner, Inc.
Management
So, on the client engagement and retention, we have developed to set up automated tools as well as people-based tool – people-based approaches designed to strengthen retention. As we look at CEB, we've done analysis that helps us understand the impact those are going to have. It will have the exact same impact with Gartner, as we look at those. And so we're going to be not implementing those tools in a Big Bang, but in an iterative process over a period of time, that we've already started with. And so this process is started and we'll keep doing that. As such, I'd say you can – and then you implement the tools and then the renewal has to come up. So the clients that we're going to be affecting, their renewals are going to come up next year. They're not going to come up this year. And so you can sort of see we'll be making the improvements in engagement now. Those tools and new people processes will be implemented over time. But you'll start to see the impact as we get renewals really in 2018 and beyond. With regard to the seat model, so it's our intention to introduce, as I mentioned in my comments, a whole set of new products that are seat-based. And over a period of time, we expect that all of CEB's product line for new clients will be transitioned to a seat-based product. The first of those seat-based products is due to be introduced again for new clients in midsummer. And then we will again, on a kind of iterative basis, keep upgrading all their products to be seat-based products, which we think add more value to clients than kind of an enterprise kind of product. And so you'll see those products, especially, I said, first for new clients, and then we're going to go back to – these products will be better than the existing products because it will have kind of the best of both the CEB and Gartner. So not only the only thing new clients will be able to buy, we'd also – we did this with Gartner as well, go back to existing clients, and say, hey, you can keep the old price if you really like it, but we have this new product that has additional more value to it and if you want to upgrade, you can upgrade to that. And it will have the new terms. So, it will be discounted, the pricing, it will be seat-based, et cetera. And so given what I just said, both the client engagement improvement as well as the transition to the new seat-based products with the best of both research, will start this summer and will continue on and then – and so the impact – you'll see the impact over time, really beginning and throughout 2018.