Dell Technologies is redefining customer engagement through its innovative ProSupport Plus for Infrastructure service. This program enhances business application performance and uptime by offering advanced technical support, expertise, and AI-driven insights, enabling clients to maximize their investments. The emphasis is clearly on customer benefits, making Customer Success a top priority in delivering value.
Understanding Customer Success
In a recent conversation, Kirk Scott, Vice President of Account Management Services, joined Technical Customer Success Managers Silvia de la Cagiga and Quinten Ockers to discuss the essence of Technical Customer Success Management (CSM). Scott explained that this approach revolves around helping customers achieve their desired outcomes, setting it apart from conventional technical support methodologies. Technical CSM transcends traditional support roles by not merely addressing problems; instead, it involves anticipating customer needs and aligning solutions to foster success.
Technical CSM vs. Traditional Support
Silvia de la Cagiga inquired about the differences between Customer Success methodologies and traditional support. Scott clarified that while technical support typically reacts to issues, Customer Success proactively engages with customers, focusing on their goals. This proactive engagement allows Technical CSMs to understand the nuances of each customer’s environment and offer tailored solutions that drive success.
The Evolution of Customer Support Roles
Ockers pointed to the shift from Service Account Managers (SAMs) to Technical CSMs. SAMs functioned as service advisors navigating Dell’s complex offerings, while Technical CSMs now take on a more comprehensive role as proactive partners, leading discussions on business outcomes and providing recommendations to optimize IT infrastructure health. This evolution signifies a transition from merely supporting customers to championing their success through strategic guidance.
Focus Areas for the Future
Looking ahead, Scott emphasized the importance of the LAER model: Land, Adopt, Expand, and Renew. He identified a current strength in customer retention but noted a crucial need for enhanced adoption strategies. Adoption goes beyond mere connectivity; it involves ensuring customers effectively use their purchased solutions to achieve significant ROI. The goal is to guide clients in utilizing their technology on schedule and budget, optimizing the value of their investment.
Proactive Monitoring and Recommendations
As enterprises face increasing complexity, Dell’s tools like Dell AIOps are pivotal in enhancing visibility into customer environments. These solutions enable proactive monitoring and adjustments, aiming to improve reliability and minimize downtime. This approach allows Dell to address common issues effectively and streamline customer support.
In line with this focus on adoption, ProSupport Plus for Infrastructure is designed to help customers realize their business goals and maximize ROI with Dell’s technology. Further details can be obtained by downloading the ProSupport Plus for Infrastructure datasheet from the official Dell Technologies website.