Submitted by Lisbeth Hansen, Program Manager, WW Support Communications and Client Intelligence
Improving the client experience is a priority for IBM. One of the keys to achieving this priority is listening.
Listening to our clients helps us innovate to increase your success and improve your client experience with IBM.
Our Client Experience Survey (formerly known as Loyalty Survey) is one important way that we listen to our clients. The Client Experience Survey for Business Analytics customers takes place in September and October 2013. The Client Experience Survey provides the feedback we need to serve your evolving needs. Support is just one of the many areas within the organization that benefits from this feedback.
The survey covers all aspects of your engagement with the Business Analytics team, including: Product Development, Software Services (also known as Lab Services), Education, Account Management and Support. The entire Business Analytics team uses the survey information to form best practices and to improve how we engage with you.
Watch for the Client Experience Survey in September and please take a few moments to provide your feedback. This is your opportunity to let IBM know what we are doing well and what we can do to improve.
Here are two recent examples of improvements we've made thanks to feedback from previous surveys:
The newly launched Business Analytics Client Center on ibm.com is the place to go to for information on Support, Services, Training and Customer Programs. This site is focused around the Business Analytics product families that you, and your organization, know - be it Cognos, SPSS, OpenPages, Clarity, Algorithmics or Varicent.
The creation of the Business Analytics Life Cycle based on business outcomes from your perspective. This is a set of high-level phases and activities used to create an analytics strategy and roadmap. The roadmap is then implemented through a series of projects designed to optimize the operation of deployed analytics solutions and to grow the adoption of analytics.