customer success
customer success

Microsoft, SAP And Oracle Join Cloud-Industry Obsession Over New Performance Metric

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The clearest and most-unequivocal proof that the enterprise-cloud business has grown up and is fully ready for industrial-strength deployments is the recent pledges from top executives at Microsoft, SAP and Oracle to make customer success —not customer satisfaction or loyalty, but customer success—their top priority in 2018.

Those tech-industry giants have joined cloud-native SaaS providers Workday, Salesforce.com and ServiceNow in committing unconditionally to this new top-priority metric in the following ways:

revamping salespeople’s compensation to be based on cloud-services consumption and business success, rather than on what Microsoft CFO Amy Hood called “the billing cycle”;

creating new roles and positions within the organization specifically designed to bring all the cloud vendor’s resources to bear on ensuring successful deployments, go-lives and ongoing operations; and

launching new programs specifically designed to enable and enhance customer-to-customer communications.

These latest public pledges from three of the world’s biggest enterprise-tech companies—Microsoft, SAP and Oracle—underscore a prediction I made late last year that customer success would become the single most-important and defining issue for the entire industry in 2018.

I laid out this new premise for cloud leadership in an article called Cloud Computing Outlook 2018: The Top 10 Predictions For Winning The Cloudand here’s a quick excerpt to offer some context on just how transformative and sweeping this new movement has become:

Yes, brilliant cloud technology will remain essential—but I would argue that in as the cloud marketplace evolves at a stunning pace, that brilliant technology and resulting cloud services are becoming table stakes in the Cloud Wars.

And as a consequence, the true measure of strategic differentiation in the cloud will be how well those cloud vendors can, as noted above, map their offerings to their customers: the business priorities of big, mid-size and small companies in every industry and across every region on the planet.

In particular, the winners in the Cloud Wars in 2018 will need to master the art—and not just the science—of helping corporate customers undertake, accelerate and complete their digital transformations; will need to radiate customer-centric messaging and behavior across their tech-centric organizations; and will need to leverage game-changing AI in everything they do.

Here’s a quick look at what Microsoft, SAP and Oracle have recently said about their individual commitments to customer success, plus some thoughts from Salesforce.com, Workday and ServiceNow on their plans:

Microsoft

When Microsoft revamped its global sales organization in July of 2017, the result was to “fundamentally change how we go to market for all customer types,” CFO Amy Hood said at an investors conference in December.

Microsoft’s goals were to ensure greater customer success by putting more technical expertise at and even within the customer’s deployment and throughout the early stages, said Hood, and here are some of her key points:

  • “At the high end that’s meant adding a lot of resources that are technical. And when I say technical I mean you would probably not see the distinction between them and someone that works in Redmond writing lines of code that’s shippable.”
  • “They are fully capable of implementing and doing most project startup costs—costs meaning efforts—they’re capable of getting projects off the ground, and they’re capable of demoing all deep Azure functionality. That type of person was not someone that we, frankly, had at Microsoft and used in that way.”
  • “So that large investment is meant fundamentally to be about consumption and that’s how people are paid. They’re not paid on selling a contract of Azure—so not on bookings—but rather as customers are successful, meaning they get projects up and running, the meter starts spinning on Azure, and that’s when they get rewarded.”
  • “The one thing I care differently about this year than I think in the past is, we’re really focused on Azure consumption as opposed to just the billing cycle, which is an important distinction. You always recognize revenue based on consumption—you don’t get to recognize revenue just for selling something.”
  • “So that’s why I’m pretty wedded to the concept that this is a different way that we should be rewarding our people, because it’s more cleanly aligned structurally to customer success. And ultimately in a consumption-based business, customer success is all that matters, because it builds on itself over time.”

For more on those unprecedented changes at Microsoft to ensure greater levels of customer success, check out Microsoft Unleashes New Cloud Growth Via Go-To-Market Program Including Customers As Partners.

SAP

During SAP’s recent Q4 earnings call, here’s how CEO Bill McDermott described a similar dynamic in response to an analyst’s question about whether SAP was offering salespeople greater incentives to sell cloud versions of SAP products:

“As it relates to the cloud and how I think you could really think about the incentives to the sales force, we’ve created an environment where it really matters that those go-lives and that customer success is the most important priority and that’s also now reflected heavily in the compensation for the sales rep as well as the whole management value chain,” McDermott said.

“So for us, a ‘customer for life’ is much more a focus on the sales department side. We didn’t take anything away from them, but we made it very clear that we’re really interested in dynamite go-lives for our customers who then give raving references.”

The most-vital outcome for the salesperson, McDermott said, is to ensure that the customer gets “the product they need in the form they need it…  So if the customer gets what they need at every line of business, then at every boardroom table, the CEO is going to be happy with the strategy and the management team around the CEO is going to be happy because we’re focused on the customers’ customer.”

Oracle

Shortly after Oracle’s mid-December earnings call, I wrote a piece called The Top 10 Reasons Why Oracle And Its  Cloud Business Are In Great Shape that included this overview of a sweeping customer-first initiative at Oracle:

“Customer choice is becoming front and center in everything Oracle does. Two years ago, Oracle began revamping its internal business processes away from the heavy-handed approach of its on-premises days and toward those of the customer-centric philosophy of the cloud. With its unmatched set of products and services that give customers a huge range of choices to fit their unique needs and tastes, plus this new internal orientation toward customer success to ensure renewals, Oracle’s overcoming one of the major obstacles confronting it on its own journey to the cloud.”

And at a presentation during Oracle’s yearly meeting with financial analysts late in 2017, Oracle executive vice-president of applications Steve Miranda made these points about the incredible importance of ensuring customer success:

  • “When we are now running our customers’ businesses as part of our cloud, that’s literally what we’re doing: we are running their business. We are much more intimate partners with our customer, and we’ve introduced brand new roles like Customer Success Managers, Implementation Success Managers, Customer Feedback Programs.”
  • “Because when the customer gets the software now, really we are incented and we work with our customers to get live and get successful, and I think that’s what you’ve seen with the results going forward.”
  • “There’s examples like Customer Connect which is an online forum in which we allow our customers, really as kind of a social network, to engage not only directly with our product managers but with each other. We have two events a week. These are product managers giving updates on new features and new functions, or customers presenting to us and other customers on innovative ways they’re using the applications. And we’ve grown that now to over 25,000 customer members.”

Salesforce.com

Here are a couple of key points re Salesforce’s philosophy about customer success from an article I wrote six months ago called Inside Salesforce.com’s Customer Obsession: 10 Powerful Lessons From Marc Benioff:

“Nothing is more important to Salesforce than customer success even though about half of our 27,000 employees today probably weren’t with us two years ago,” Benioff said during the call. “That’s something we really spend time with them on because when you’re in enterprise software, you have to realize that it’s hard work and not everything’s going to be perfect all the time and there are going to be problems.

“And that’s why I believe being so committed to the customer is more important than it’s ever been, and I think that’s really why you’re going to see extraordinary growth from us for years to come because it’s really this culture that’s driving us forward.”

Workday

Several months ago, in a piece called Workday’s Brilliant Gambit: Leverage Hypergrowth To Take On SAP And Oracle, I shared Bhusri’s comments to financial analysts about the extraordinary power customer success can have as a revenue-generating engine—here’s an excerpt from that piece:

“Success begets success in terms of customer deployments and having truly happy customers,” Bhusri said, “and I think we’re starting to see a ‘network effect’ of the Fortune 500 companies talking to each other and comparing notes on which solutions work, and which ones don’t.” …. And that ‘network effect’ Bhusri mentioned means that “we are getting to such big numbers [in the Fortune 500] that the customers really do talk a lot amongst themselves.”

Bhusri later offered a compelling anecdote about the CIO of a Fortune 10 company whom Bhusri had been trying—unsuccessfully—to see for 5 years.

“Finally he calls me and says, ‘Hey Aneel—I’ve had so many of your customers tell me what a great experience they’ve had with Workday, and what a good company to do business with you are, and how your products are up and running successfully—so why don’t you come and see me?’ ” (end of excerpt)

ServiceNow

Shortly after CEO John Donahoe joined the company last year, he began driving home the power of customer success and how it would have to become a bone-deep element of ServiceNow’s character if the company expected to continue to compete and grow among much-larger cloud vendors. In Inside ServiceNow’s Surge: How It’s Become The Most Innovative SaaS Vendor On The Planet, I offered these perspectives from the Donahoe:

“The area where we’re increasing our focus is in the sort of full customer lifecycle, from post-sale all the way through renewal where what I heard from customers was, ‘Help me implement and help me get maximum value out of the product, and then help me translate that into business value, that we can demonstrate,’ ” he said.

“But what we’re going to do is put a little more focus on customer success, so that we’re capturing and documenting and codifying the business value that gets created, which helps a CIO or an IT department within their organization demonstrate the value they are driving inside their company and frankly helps us on upsells, on price realization and on landing new accounts.”

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RECOMMENDED READING FROM CLOUD WARS:

The World’s Top 5 Cloud-Computing Suppliers: #1 Microsoft, #2 Amazon, #3 Salesforce, #4 SAP, #5 IBM
Amazon Versus Oracle: The Battle for Cloud Database Leadership
As Amazon Battles with Retailers, Microsoft Leads Them into the Cloud
Why Microsoft Is #1 in the Cloud: 10 Key Insights
SAP’s Stunning Transformation: Qualtrics Already “Crown Jewel of Company”
Watch Out, Microsoft and Amazon: Google Cloud CEO Thomas Kurian Plans To Be #1
The Coming Hybrid Wave: Where Do Microsoft, IBM and Amazon Stand? (Part 1 of 2)
Oracle, SAP and Workday Driving Red-Hot Cloud ERP Growth Into 2019

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  46. Si este servicio se añade a un contrato de suministro eléctrico de gas natural ya existente, el presente Contrato entrará en vigor en la fecha de firma de este Contrato, sin perjuicio del periodo de carencia establecido. El servicio se renovará anualmente, de forma simultánea con la renovación del contrato de suministro de electricidad gas natural al que está asociado, salvo notificación en contrario de cualquiera de las partes con quince días de antelación a la terminación del contrato.

  47. Empresa dedicada a la reparación e instalación de gas, calefacciòn y aire acondicionado. Después de perder mucho tiempo navegando por la complicada web de asistencia de Sony VAIO, dí con un un número de teléfono. Inocente de mí, al no haber pasado dos años de la compra, llamé al nº de teléfono para equipos en garantía. Ahí, un ordenador me dijo al introducir el nº de serie que ya no lo está, que es sólo de un año: primera ilegalidad: en España la garantía de los productos electrónicos es de 2 años por ley. Creo que no compro nada SONY , en mi vida y; !Ojo a navegantes¡si compras tecnología desde luego piensa en el servicio de postventa, no en SONY.

  48. Le damos atención directa con los técnicos de bosch y reparamos electrodomésticos de gama blanca de la marca AEG. Contamos con diferentes unidades móviles capacitada con todo lo necesario para la reparación, desde repuestos hasta la ultima herramienta necesaria para la reparación de su electrodoméstico bosch por eso garantizamos el servicio técnico bosch en toda la Isla de Gran Canarias con una reparación a domicilio rápida y eficaz. Nuestros clientes obtienen una gran cantidad de beneficios en el momento en el que confian la gestión y reparación de sus electrodomésticos bosch en nuestras manos,como.

  49. Así que bueno, cabezota de mi, llamo al servicio técnico de Fujitsu Madrid, donde según el dependiente había sido enviado, le cuento el problema a la que me atiende y me dice que el primer año de garantía es de la marca y el segundo del establecimiento donde lo compro, por ley. Y que claro, es mi palabra contra la suya y no tengo forma de demostrar que no ha sido por un mal uso… no si a mi me encanta saltar encima de mi portatil… de todas formas nos recomienda que hablemos con el servicio de atención al cliente del fnac y nos da la hoja de reclamaciones.

  50. LLámenos, y responderemos todas sus dudas consultas, como técnicos cualificados oficiales de la marca General Electric le informaremos en detalle sobre la mejor solución a tomar sobre la pieza indicada que su frigorífico necesita como recambio. Disponemos de una flota de vehículos con la mejor equipación, nos desplazamos sin problema hasta su hogar y analizamos en el momento la mejor solución para la reparación de su nevera frigorífico. Pondremos a su disposición un gran conocimiento técnico que le ayudará a obtener el servicio que precisa para sus electrodomésticos.

  51. Nuestros técnicos son especializados en los aparatos de la marca, no tratándose del servicio técnico oficial de la misma. Si, aqui es, no busque más, aqui es donde están los tecnicos reparadores de Frigorificos con mayor experiencia y profesionalidad de Madrid y comunidad autonoma. Si desea contactar con nosotros hágalo a través de la dirección de correo electrónico: [email protected] al nº de fax: 25958 2.

  52. Fabricación de piezas bajo plano, hasta 25 mm de diámetro, en Latón, Acero, Acero Inox., plásticos tecnológicos y Aluminio. MECANIZADO DE PRECISION Y DISEÑO INDUSTRIAL SL se encuentra entre las Top 100.000 Empresas de España. 3 El fresado cubre una amplia variedad de diferentes operaciones y máquinas, desde balanzas desde pequeñas piezas individuales hasta grandes y pesadas operaciones de fresado de pandillas.

  53. Las características de la mayoría de los materiales que se usan, las exigentes aplicaciones a las que son sometidas las piezas fabricadas, exigen a Horniplas un plan de calidad con el que podemos ofrecer en cada entrega el plan de trazabilidad especifico.

  54. Mecanizado en piezas de alta precisión. Mecanizados de Precisión inició actividades en el año 1998. Disponemos de los medios necesarios para el diseño, fabricación y puesta a punto de la pieza desde cero. Disponemos tanto de maquinaria convencional como el torno Jashone M-180-E, taladro de 45 taladros de sobremesa, entre otros, como de centros de mecanizados CNC.

  55. Y en serie, de piezas de recambio industriales. Mecanizados Lodoso fabrica sus productos con todo tipo de materiales: acero, inoxidable, plásticos técnicos, latón, bronces, etc. De la misma manera si el cliente desea únicamente un proceso de desengrase, le realizaremos también un estudio para obtener unos resultados que nos garanticen una tensión superficial en sus piezas controlada y repetible.

  56. Godiz Reparaciones y Mecanizados Sl, es una empresa que desarrolla su actividad profesional para la industria y otros sectores, desde 2009. Una de las virtudes de nuestra empresa es la flexibilidad y la orientación total a servir al cliente, adaptándonos a sus necesidades, para poder ofrecerle el mejor servicio, y la mejor experiencia al trabajar con MUR s.l.

  57. Desde la completa tecnología de fluidos, la gestión optimizada de las virutas y los versátiles dispositivos de lubricante refrigerador hasta el transportador de cinta de charnelas: el modelo de la gama High Performance ofrece varias funciones destacadas, como, por ejemplo, el sistema idóneo para eliminar del espacio de trabajo todo tipo de virutas.

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  59. Tremendous things here. I’m very happy to see your post.
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  60. Se considera que el plazo de atención de avería se ha cumplido cuando el técnico se ha puesto en contacto con el cliente en el periodo establecido y le ha ofrecido al menos una cita horaria dentro del periodo máximo mencionado anteriormente. Si el contrato de suministro eléctrico de gas natural al que se asocia este servicio fuera de nueva contratación, el presente Contrato entrará en vigor en la fecha de inicio efectivo del suministro de electricidad gas natural con Iberdrola, sin perjuicio del periodo de carencia establecido. La duración del presente servicio será la establecida para el Contrato de suministro de electricidad gas natural con Iberdrola de la vivienda del cliente.

  61. Compruébelo, le cobrarán el desplazamiento, la visita, el presupuesto y además es muy posible que le engorden el presupuesto con altos costes de mano de obra y cambiando piezas que pueden no estar en mal estado pueden no ser necesario cambiarlas en sus frigoríficos. El servicio técnico de reparación Bosch Garantiza todas sus reparaciones por un periodo de 3 meses por escrito la reparación ejecutada. Debajo puede consultar los servicios técnicos Siemens ofertados por nuestra empresa.

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  63. Hola,con la crisis..hay que hacer inventos!Quiero decir yo me dedico a comprar neveras no-frost , con 2 motores y 2 termostatos(sin electronica ,antiquas)areglarlo y venderloVivo en España soy puedo echar una mano lo hare.Problemas que he visto yo es que se quema la electronica(haces poco tenia en casa 4 no-frost todos Fagor).Perdona mi gramatica ,no se escribir bien,un saludo.

  64. Lo cual me hace aconsejar a la gente que llame y pregunte antes de enviar los terminales a dicho servicio tecnico y asi podreis prebeerlo y buscar con mas tiempo un telefono de sustitucion, espero recibirla en buen estado. El problema, Gnomo, esque este post es muy, muy general y hay gente escribiendo por muchiiiisimas razones,(pantallas rotas incluidas) pero si te vas al origen y los primeros post verás que nos referimos a los fallos de placa base en la p3300.

  65. La serie S90 permite realizar trabajos precisos, esto se utiliza cuando no se quiere realizar grandes trabajos en series y sólo se necesita el corte de pequeñas piezas. Mecanizado de aluminio y fabricación de piezas pequeñas, camisas cilindros neumáticos, tapones, etc.

  66. Nota: Este epígrafe comprende la fabricación de valvulería y grifería; aparatos metálicos de iluminación, señalización y anuncio cuando la parte eléctrica es accesoria (lámparas, linternas, carteles de anuncio, placas de señalización, etc.); tipos de imprenta y otros artículos metálicos no clasificados anteriormente (objetos de adorno en metales, grapadores portátiles, campanillas, etc.).

  67. Desde la completa tecnología de fluidos, la gestión optimizada de las virutas y los versátiles dispositivos de lubricante refrigerador hasta el transportador de cinta de charnelas: el modelo de la gama High Performance ofrece varias funciones destacadas, como, por ejemplo, el sistema idóneo para eliminar del espacio de trabajo todo tipo de virutas.

  68. Nuestros técnicos en MELILLA tienen amplia experiencia en el servicio al cliente, y son conscientes de la necesidad de reparar su frigorífico con rapidez y eficacia. Si su aparato de frío, nevera, congelador frigorífico tiene una averia falla cualquiera de sus componentes, no dude en llamarnos para solicitarnos asistencia técnica. Los técnicos de reparacion de frigoríficos, llevan consigo todos los repuestos y materiales necesarios para una correcta reparacion de su frigorífico, el mismo día de su llamada. Nuestro objetivo como empresa es ofrecer al cliente la solucion mas adecuada a sus necesidades en MELILLA. Si el cliente aprueba el presupuesto, en ese momento el técnico reparara la averia.

  69. Porque somos una empresa especializada en la reparación de electrodomésticos de gama blanca; neveras, lavadoras, secadoras, lavavajillas, hornos, vitrocerámicas, calentadores, termos, lavaplatos, calderas, etc.

  70. Vuelos regulares Aegean Airlines desde Madrid y Barcelona -CUPOS AEREOS GARANTIZADOS- con franquicia de 20k de equipaje, traslados aeropuerto-hotel-aeropuerto y puerto-hotel-puerto, 3 noches en Atenas en hotel elegido en régimen de A/D + 4 noches en Mykonos en hotel en régimen de A/D, Billetes de ferry en clase Butaca Numerada” Pireo – Mykonos – Pireo, Seguro básico de viaje.

  71. Ofrecemos nuestro servicio en Barrio del Pilar Madrid todos los días, las 24 horas, para poder ofrecerle a nuestros clientes la mayor calidad en nuestras reparaciones. Si tiene alguna avería con su electrodomestico Whirlpool no dude en ponerse en contacto con nosotros. Nuestro objetivo es garantizar la diponibilidad, rapidez y profesionalidad de nuestro servicio de reparaciones de electrodomésticos Frigoríficos. Sea cual sea su avería, nuestro equipo de servicio técnico se desplazará a su domicilio en menos de 24 horas de su llamada.

  72. Nice blog! Is your theme custom made or did you download it from somewhere? A theme like yours with a few simple tweeks would really make my blog jump out. Please let me know where you got your theme. Appreciate it|

  73. Epígrafe 12.2.- Comercio al por mayor de cereales, simientes, plantas, abonos, sustancias fertilizantes, plaguicidas, animales vivos, tabaco en rama, alimentos para el ganado y materias primas marinas (peces vivos, algas, esponjas, conchas, etc.). Epígrafe 12.4.- Comercio al por mayor de carnes, productos y derivados cárnicos elaborados, huevos, aves y caza. Epígrafe 12.5.- Comercio al por mayor de leche, productos lácteos, miel, aceites y grasas comestibles. Epígrafe 12.8.- Comercio al por mayor de pescados y otros productos de la pesca y de la acuicultura.

  74. No más reparaciones costosas, no más pagos de desplazamiento, no más presupuestos rígidos y de cobro, rechace todo lo que no sea beneficioso para usted, llámenos y le atenderemos de inmediato en nuestro teléfono de atención al cliente. En cuestión de minutos ya tendrá una cita concertada con el técnico especializado en su caso y en cuestión de horas volverá a disfrutar del funcionamiento de su electrodoméstico. Te ofrecemos el mejor servicio de instalación de cocinas de gas de forma rápida y con total garantía gracias a nuestros profesionales.

  75. De los electrodomésticos más vulnerables al calor podemos destacar el frigorífico, el lavavajillas, la lavadora y el aire acondicionado aunque todos sufren de alguna manera pues todos nuestros electrodomésticos están diseñados para funcionar a ciertas temperaturas y en cuanto la temperatura sube de ciertos grados estos pierden efectividad y necesitan funcionar más tiempo.

  76. LLámenos, y responderemos todas sus dudas consultas, como técnicos cualificados oficiales de la marca General Electric le informaremos en detalle sobre la mejor solución a tomar sobre la pieza indicada que su frigorífico necesita como recambio. Disponemos de una flota de vehículos con la mejor equipación, nos desplazamos sin problema hasta su hogar y analizamos en el momento la mejor solución para la reparación de su nevera frigorífico. Pondremos a su disposición un gran conocimiento técnico que le ayudará a obtener el servicio que precisa para sus electrodomésticos.

  77. Ayer a la hora de resetear el programa de lavado de mi lavavajillas de Bosch sin querer lo hice apretando los dos botones de reset y después al botón de power on/off, cuando debía hacerlo cuando al revés y se ha metido en unos menús un tanto raros que deben de ser menús para el servicio oficial técnico y ahora no abre la trampilla de la pastilla del detergente y tampoco echa abrillantador , es por lo cual que no se si de alguna manera se puede restablecer el programador al origen de fabrica.

  78. Nota: Este epígrafe comprende la preparación de leche condensada, concentrada evaporada y leche en polvo, así como la elaboración de lactosa, sueros y otros productos a base de leche en conserva. Abarca las conservas en vinagre, aceite, salmuera, ácido acético, alcohol, etc., así como la limpieza, clasificación y envase de frutas y otros productos vegetales. Se incluye en este grupo la actividad de los barcos-factoría que no se dedican simultáneamente a la pesca. Epígrafe 41 .2.- Productos residuales de la preparación y conservación de pescado y otros productos marinos. Experiencia mínima 1 año, buena presencia, relaciones humanas, servicio al cliente.

  79. El aspirador Relaxx’x genera un máximo flujo de aire y, como resultado, un mayor porcentaje de recogida de suciedad gracias a la combinación de cuatro innovaciones técnicas: un potente flujo de aire, un diseño aerodinámico que reduce las resistencias al aire en todas las partes del aspirador, la tecnología compressor®, que mueve mayor caudal de aire con un bajo consumo de potencia, y un mayor diámetro desde el cepillo hasta el depósito del polvo, aumentando el canal por donde discurre el aire.

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