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Voice of the Customer

Voice of the Customer. 2009 EMC Ionix ControlCenter Online User Community Survey Santiago Lopez Mora and Justin Griffin. Overview. Launch in January 2009 Approx 750 users (500 customers) 1,761 visits since April 10,000 views since April 4,000 non-EMC High = April with 3,315

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Voice of the Customer

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  1. Voice of the Customer 2009 EMC Ionix ControlCenter Online User Community Survey Santiago Lopez Mora and Justin Griffin

  2. Overview • Launch in January 2009 • Approx 750 users (500 customers) • 1,761 visits since April • 10,000 views since April • 4,000 non-EMC • High = April with 3,315 • Low = October with 644 • Survey sent to 500 customers (470 total received) • 60 respondents (13%)

  3. Key Takeaways

  4. Demographics: Title/Role • Lead Tech Ops/Storage • Storage Administrator • Sr. Backup and Storage Admin • Enterprise Storage Technology Specialist • IT Specialist • Storage Consultant • Documentum Developer/System Analyst • Sr. Storage Analyst • SAN Administrator • SAN and storage engineer/admin • Principal Consultant • Network Administrator • Systems Administrator • Systems Engineer

  5. Demographics: Industry

  6. While an overwhelming percentage find the community valuable, there isn’t one main reason why the others don’t • “I always go to Powerlink and can usually find whatever I need to know there.” “No users.” “Its nice to have direct input to those that 'know', but there's just not been enough user based contribution to keep it worthwhile.” “I could not find any information on upgrades. To be fair I was very frustrated trying to find info and I did not post any questions.” “There was very little technical discussion related to using the product. I utilize the Powerlink forums regularly and find it very helpful.”

  7. 90% find enough value to recommend to a peer

  8. Top 4 answers account for 60% of responses

  9. Top 3 “most important” responses indicate users want to be better with the product.

  10. Again the top answers imply that information that helps them better understand the product, know how to use it, and how to be better at using it are important. This could be a potential theme moving forward.

  11. “Support” is more related to Engineering, Software Champions, and TC’s, than it is to Customer Support. Overall, not one group should own the community, we all have a role to play in its success.

  12. “Publishing custom queries” has the highest overall rating but isn’t in the top 3 “Definitely” or “Likely” responses

  13. The top three account for 55% of responses

  14. Adding SCA to the community might provide more value and an additional spark

  15. Final Thoughts from Survey Respondents • I am a previous enterprise customer, and I was happy at that level. Since I moved to the commercial level I have been totally dissatisfied as an EMC customer. • I like the online community, it is just that powerlink provides enough answers that I don't normally think of this one. • Finding it hard to get good info on WLA and how it works. Would like to see a session on it. • I'm glad the community is there, at least. Until the community has people in it that have a few years of on-customer-site, real world, imperfect environment implementation experience with ECC, its just not that useful. • We are off to a great start, let's keep the real world experiences coming.... • The forum is a great idea but unfortunately, I found it lacking in technical expertise. • Thank you for letting us have a chance to make things better. This is a good sign of a good community. • Being part of common interest community is important, I'll appreciate your effort creating this place to share knowledge and experiences around this complex solution. • Want this community to grow with more participation from emc staff and support experts. • Everything looks great • I'm still finding the community valuable, although I wish there were greater participation. • “Its been a good experience so far. The more number of experts, the better the response will be.” • “More documents or experiences of real world tasks like database discoveries. Oracle, Db2/UDB and MSSql.” • “Screencasts for specific discovery tasks done 'live' at customer sites that have very tight environment control. Screencasts that demonstrate ECC upgrades. Screencasts that demonstrate troubleshooting.” • “I am an EMC commercial customer; therefore none of this extra stuff exists. Commercial level cares only about selling, and nothing about after the sale.”

  16. Options Moving Forward and Next Steps • Dissolve the community • Create an exit plan • Re-launch in 2010 with a clearly defined mission/purpose that drives content and activities • Buy-in from TCs, Software Champions, and Product Management • Finalize content calendar with owners • Finalize site re-design and clearly communicate goal/purpose/mission and how its different from the support forum and Powerlink • Finalize “launch” plan

  17. Our next step is to fill this calendar with topics that fit with the community focus

  18. 67% of users visit similar communities and forums at least weekly compared to only 35% who visit the ControlCenter Community with the same frequency

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