How Customer Experience Is Evolving in Enterprise Storage

How Customer Experience Is Evolving in Enterprise StorageThis IDC study discusses how customer experience (CX) is evolving in enterprise storage. As the newest segment in external storage (all-flash arrays) has matured, vendors have started to emphasize other aspects of their offerings to differentiate their solutions. The best of these have consciously crafted a customer experience that is setting a new bar in the industry for what customers expect from their enterprise storage array vendors. These developments are expected to bleed over to other enterprise storage platform types in the next several years. This document identifies those aspects, provides a broad look at best practices across vendors in each of these areas, and explains how these developments are driving significantly greater value for enterprise customers."The nature of the customer experience an enterprise storage vendor offers will become an increasingly important purchase driver for savvy customers that understand the benefits a well-crafted approach provides," said Eric Burgener, research vice president, Storage. "Vendors should consciously define what this should be for their products and markets, balancing both costs and benefits, and make sure their customers are aware of how they are driving value for them through these programs."

IDC Opinion
In This Study
Situation Overview
Measuring CX Effectively: The Net Promoter Score
Self-Driving Storage
Inclusive Software Bundling
Technology Refresh and Hardware Investment Protection
Cloud-Based Predictive Analytics
Contacting the Vendor
Standardized CX Measurement
Future Outlook
Essential Guidance
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Related Research
Selected Bibliography

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