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Cloud Support Solutions that Resonate with Customers

Surpassing Key Competitors


A Fortune 500 technology company aimed to outperform key competitors and exceed customer expectations by developing new cloud support solutions. To accomplish this, they sought to gain a better understanding of what their competitors offered in terms of industry-specific cloud support programs. We partnered with the client to conduct research and provide insights to inform their development strategy.

To achieve our objective, we conducted in-depth interviews with customers who used a variety of support offerings from our client’s competitors for their cloud infrastructure. These interviews involved one-on-one conversations with decision-makers in our target industries to gain insights into their support experiences. Using a laddering approach, we explored their expectations, pain points, and areas of satisfaction throughout the support experience, as well as nuances between different industries.

Our research uncovered specific unmet needs that decision-makers have in relation to their cloud infrastructure support solutions, which informed the development of tailored support roadmaps for different industries. By identifying customer pain points and expectations, the client was able to position their support solutions in a way that resonates with customers, giving them a competitive edge over key players in the market.