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Cloud Support Solutions that Resonate with Customers

Surpassing Key Competitors


With new players regularly entering the market; a Fortune 500 technology company looked to new solutions that would surpass key competitive offerings and meet customer expectations. We partnered with this client to get a better understanding of what competitors offer in terms of cloud support programs tailored to specific industries.

To achieve these objectives we conducted in-depth interviews with customers who utilized a mix of competitive support offerings for their cloud infrastructure. The in-depth interviews allowed us to have one-on-one conversations with decision makers across target industries to understand their support experiences. We used a laddering approach in the conversation to uncover expectations, delighters, and pain points throughout the support experience – as well as nuances between different industries.

The research exposed unmet needs that cloud decision-makers have when it comes to their cloud infrastructure support solutions. These results were used to inform industry-specific solution support roadmaps. The customer expectations and pain points that were uncovered were used to position their support solutions in a way that resonates with customers, putting them a step ahead of key competitors.