John Banks-Binici 2700000MH9 Visits (1633)
The Support Cafe at IBM Innovate 2013. These are some of the smartest people I know. If you have questions they will help you get your answers.
Jennba 270004K1Y7 Visits (1846)
Greetings from the main tent at Innovate. Here we are in the second full day of events and the mornings have been exciting. The band welcomed us all and after yesterday's lightning sessions I was looking forward to some panels and speakers. First up was Robert Leblanc, SVP of Middleware. What I gleaned from him was that our customers clearly understand the latest trends of mobile, Cloud and more but they feel they are very unprepared to adopt and react to those trends. Seems like an opportunity for us to help them with the transition. I loved the example he gave with the Ford Fusion and how it contains over 15 million lines of code by the time it is complete and coming off the line. It is a walking data center. Also interesting was the how he positioned devOps to be more of and enterprise process and not an IT process. I think this shift will allow more of our customers outside of the traditional ALM and IT space to participate. I also heard a clear call to action with the directive to improve the speed of delivery of our offerings to map to the entire mobile paradigm and allowing customers to update at will at a very quick pace from the appStore.
Our final event was an interview with Alan Brown and Steve Wozniak. He focused on the fact that he designed things completely for himself and was "an engineer at heart". He did not always rely on existing documentation and design principles but worked to reverse engineer and improve upon them. He would offer challenges to himself to build something with less parts and that is what drove the entire simplicity model. Mr. Wosniak worked on many different projects and didn't ever discount those efforts. He also said it is not always easy to recognize innovation and what can be turned into money but that his partnership with Steve Jobs really helped there. What he brought to the table was the ability to be disruptive, and to not just learn the answers to the test but to ask thought provoking questions on a regular basis. This message resounded well with me as I see my own children often look for the answers instead of trying to figure out answers for themselves.
Jin 110000QDCS Visits (1647)
It’s wonderful to see many of our great clients in person at IBM Rational’s annual Innovate conference! I always benefit from hearing their comments, whether it’s frustration or compliments. Client interactions here made me think deeper into how our clients have evolved over time.
I have been thinking about this for a while and had done some research on it. One changing trend I see is that our enterprise clients are becoming more "consumerized", meaning, they demand and expect to be treated like an individual consumer, with ease of access to information, instant response like those among individual consumer interactions, and "personal touch" for an enterprise-wide partnership.
This trend is very meaningful for my team and myself as we focus on client support. We used to look at some of the social media forums as more tailored for consumer market, but we now have clients telling us they hope to be able to find deployment guide through a Google search. We used to focus on our books and manuals but now clients give us kudos about our migration video on YouTube. These feedbacks have significantly encouraged us to go play at a much bigger platform! For this conference, we have all sorts of social amplification efforts going on, and we are putting our product contents into forums, tweets... Our client program managers are interacting with client advocates face to face. Furthermore, we are looking into other ways to interact with our clients, whether it’s through web tickets, live chat, or community forums.
The consumerization character is also an excellent fit for Rational portfolio. The entire value proposition of Rational product family is aiming at providing a common playground for accelerated development, and this common playground has significantly lowered the "entry criteria" for our clients therefore made the entire workflow flexible, personable, and more consumable. For example, Rational Team Concert would enable our clients to conduct multi-site development, accept site-specific or user-specific configuration variation, but yet provide an integrated blue-print of the overall enterprise project. This flexible yet reliable common playground has made it possible for many of our clients to adopt agile, to accelerate their development pace, and formulate the effective cycle of continuous testing and continuous delivery. Sal Vella, our VP of Development & Support, said it the best during Sunday's VoiCE keynote session, "This new world is all about developers!"
Time to jump back to more client dialogs. Continue looking for ideas on how to provide more consumerized service to our valuable clients!
irenebond 270000P84P Visits (1755)
In the current economy resource contention is fierce and CXOs press for more relevant ROI when making spending decisions. Sometimes meaningful, quantitative ROI can be difficult to determine and other times it’s pretty straight forward.
Data analysis shows that IBM customers with at least a 50% full time equivalent Accelerated Value Program Leader working as a trusted advisor to their development teams enjoy greater adoption and more robust usage of their Rational software. Customers who invest in professional services to assess their needs and then roll out and deploy their software at scale reap similar rewards. So what’s the perfect blend of services? For large, complex deployments leveraging professional services in waves with sustained advice and support from AVP provides expedited ROI.
Accelerating time to value is meaningful ROI.
Author: Irene Bond
Barry-CCM 06000008QU Visits (1876)
The customer is always right, but making customers successful is challenging especially when it comes to troubleshooting issues in a complex environment. As our clients evolve to mobile, social, cloud environments our jobs have become more demanding. When we look at all the topologies our large clients use, there are some 3M variables that can impact the performance users experience. IBM Rational has client support teams in 18 locations around the world working to reduce this complexity.
Our Client Success team is dedicated to solving your problems 24/7/365. As business becomes more social our goal is to quickly and easily connect customers to the subject matter experts you need in order to efficiently resolve your concerns. We are one global team for a globally distributed marketplace, partnering with professional services and AVP.
In a social world people do business with people. Stop by the Integrated Services Delivery Zone and meet the people committed to your success.
Author: Mary Barry