IBM is committed to helping our clients achieve Smarter Analytics outcomes. Strong business relationships are central to achieving these objectives and taking action based on customer feedback is critical to further strengthening our solutions and client relationships.
Our Customer Loyalty Survey for Cognos, SPSS, OpenPages and Clarity customers will occur in early April 2012. This 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 IBM Business Analytics team including: Product Development; Consulting Services (also known as Lab Services); Education; Account Management; and Support. The entire Business Analytics team uses this survey to form best practices and continually improve how we engage with you.
Watch for the survey in April, and please take a few moments to provide this valuable feedback when you receive it.
Here are some examples of improvements influenced by our last Loyalty Survey:Making it Easier to get IBM Business Analytics Support online
We launched new micro sites for Customer Programs
and Training & Certification
making it easier for customers to get the support they need online for their BA software solutions.
Many have told us how the information on the BA Support site
has helped, for example, with how to best configure and use Support Portal and the Service Request tool or access downloads. A number of first-time users commented that the videos placed on pages within this site helped them understand the tools available to them. Users have also shared the link with their colleagues and, in the case of our customer facing Partners, with their onsite clients. IBM Business Analytics Support Escalation
You indicated that you want more clarity regarding the escalation process. On the BA Support site
you will find the BA Support Escalation page
that provides you with information on how to escalate a technical or non-technical problem if the standard issue resolution process fails to meet your expectations.
You also told us that our escalation process was not proactive and required a customer contact to formally escalate. In response to this, BA Support has enhanced its existing escalation process to facilitate Support analysts to be more proactive. Support analysts can now easily inform management if they believe an issue will become a high impact problem for a customer if resolution continues at its current pace. To further the efficiency of the escalation process, all escalated PMRs are reported to all analysts and management which ensures increased visibility and priority.
IBM Business Analytics Customer Advisory Boards
Improved Product Documentation for IBM Cognos TM1 10.1
We expanded our Customer Advisory Boards
(CABs) to include all product lines - a focused channel where customers can provide feedback on all BA solution sets. The goal of CABs is simple: to provide a unified, open forum for a select group of forward-thinking customers.
As a CAB member, you’ll gain a greater understanding of how our product strategies incorporate your thoughts and ideas and help ensure that the software we develop aligns with your vision for using analytics to achieve your goals.
We encourage you to become a CAB Member if you haven't done so already. You can sign up at the Customer Advisory Boards
site. Doing so will ensure you receive all communications related to CABs during the year highlighting our events and product announcements. It also allows you to access our virtual CAB Community that is launching in March.IBM Business Analytics User Group Development
The BA Users' Group is a global community for users of all BA solutions. The groups’ mission is to encourage a sense of community by sharing experiences, insight, and knowledge with other like-minded users at local meetings and through the online community.
Members gain networking opportunities, share ideas, and professional enrichment. Started in 1989, the groups now include over 5,000 members from more than 65 local and regional users' groups globally.
Five new User Groups were added in 2012. We extended our outreach by creating an online User Group Community
site where user group members can publicize their meeting schedule, agenda and minutes as well as take advantage of content and insight posted by other groups. We have many IBMers posting to the community to provide information on collaboration and social media, innovative technologies and special events.
We created a new installation and configuration guide that simplifies the user experience ensuring that information is no longer in multiple areas. Content in existing guides was streamlined. Documentation guides that highlight integration points between Cognos TM1 and other IBM Cognos products are now available.
IBM Cognos TM1 documentation has been localized into more than 20 languages. The documentation can be found on-line in the IBM Information Centers sorted by task.
IBM published “IBM Cognos TM1, The Official Guide
”, filled with expert advice from a team of IBM professionals, the guide shows you how to deploy and maintain a dynamic planning, forecasting, and scenario analytic solution. Learn the latest Cognos TM1 10.1 best practices on how to model Cognos TM1 cubes, develop highly agile performance management solutions, generate feature-rich reports, and employ dashboards and scorecards. Securing, sizing, and performance tuning are also covered in this IBM-authorized resource. This book can also be used with former TM1 versions.