This post was originally published on this siteWith SAP HANA 2.0 one of the biggest changes is its multitenancy property. By default, SAP HANA 2.0 will have multitenant ...
Since launching our Pure Storage Customer Success initiative in April last year, Pure has come a long way in terms of disrupting the legacy storage industry. Our mission, rooted in engineering innovation, operational simplicity and ease of adoption, is razor-focused on breaking the forklift upgrade storage model imposed on countless companies by the legacy storage providers.
At the core of this mission is one fundamental concept: measuring our success by the success of our customers. So, while Pure has always kept the customer experience at the forefront of every activity, last year we decided to formalize this by investing in Customer Success resources, defining the Pure customer journey and optimizing the customer experience at each step of that journey.
How do we define the customer journey? We recognized early on that the customer experience with Pure was dramatically different and wanted to take the next step by defining this experience and measuring it – so we could evolve and improve over time. We combined customer feedback across the board with a framework from our partners at Gainsight, who provide customer success management software and thought leadership, to chart the steps of what we call the Pure customer journey.
The Pure customer journey consists of seven core components – here is a brief description of each:
What makes our customer journey unique? We customized the steps in order to apply Customer Success concepts to the delivery of on premise infrastructure technology. Additionally, no single step in the customer journey is relegated to a specific group in our company. Rather, multiple organizations at Pure are held accountable for a customer’s experience at each step of the customer journey. The result is a state of shared accountability that transcends business unit labels.
By taking this approach, our sales teams have the ability and the confidence to take an outcome-based approach with our customers. This starts with a Total Cost of Ownership exercise and then aligns technical recommendations to customer business values, such as:
This is very different than the price per gigabyte, painful migration, maintenance extortion storage world to which most people are accustomed. And while it’s surprising to some prospects at first, thousands of customers (including nearly 100 firms within the Fortune 500) have decided it’s the way they want to conduct business with their storage vendor.
Whether you’re a prospect or a current Pure customer, please feel free to share your experience with Pure at firstname.lastname@example.org. We use this feedback to not only improve our field interaction, but also to help drive the priorities of our technology innovation.