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Posts tagged ‘cloud’

Top Ten Rules for Keeping Customers Happy in the Cloud

experience you expectIn addition to my Workforce Institute responsibilities, I also manage the voice of the customer program at Kronos.  The image to the right expresses our core service message.   We do a great job with customer service at Kronos, and have the awards to prove it.  We keep it that way by by actively and constantly soliciting feedback through multiple channels.  We receive over 20,000 customer surveys a year – and we review all of them.  Of course we hear about problems through those surveys, but we hear a lot more feedback like this:

“Your representative was very easy-going & informative – made having to call in about the ticket a pleasant experience. Has very good customer service skills!”

We use this feedback to identify and prioritize improvements needed in our products, services and processes.  We help different parts of our business do ad hoc analyses to dive more deeply into specific areas.  Today, I got a question about what constitutes the ideal cloud customer experience.  Here’s my response – the top ten expectations I believe that cloud customers have of their vendors.

From what I’ve seen from Kronos customer feedback, my own experience as a VP of products and services for a SaaS company before I came to Kronos, and my experience as the manager of two SaaS vendor solutions for Kronos, the following are key expectations of SaaS customers:

  1. If there’s a problem with my environment, tell me.  Don’t make me stumble across it.
  2. When there is a problem, tell me when and how you’re going to fix it.
  3. Your privacy and security measures meet objective standards and protect me and my organization from any compliance issues.
  4. Upgrades are friction-less events; i.e. no disruption in my environment.  Adding new features that become available in a release should be up to me  and easy to configure.
  5. The more I can control my environment through self service measures, the better.
  6. It should be easy to get my data out of your solution – for reporting, integration, or other use cases I need to support within my environment.
  7. I am likely to be a non-technical user.  Speak to me in my language.  I probably don’t care how you make the sausage, I just want it to work – all the time.
  8. Provide me with a test environment so I can vet new features, and so I can update training and documentation materials that support user adoption of your solution.
  9. You know how I’m using your system, you have my data.  Can you provide real time analytics to help me use your solution more effectively?
  10. You have lots of people’s data. Can that be used to help me benchmark my organization against others like mine?

Do you use cloud solutions?  What criteria for a great experience would you add to this list?

The Forecast is Cloudy per Sue Meisinger and Bob Clements

If you follow this blog, you know we’re investing heavily in moving our customers to the Cloud at Kronos.  And not just Cloud, but smartphones, tablets and snazzy time clocks that take advantage of the growing consumer preference for always on information technology and connectedness.

That transformation from product provider to service provider is huge – moving from intermittent contact with your customers to an always on service delivery machine requires changes in every aspect of our business.  We need to anticipate and head off problems that might interrupt customer service.  And we’re connecting a lot more of our employees more directly to our customers’ experience as we create new jobs to support this transformation.

I spoke to a group of leaders last week about how to think about changes we’re driving with a customer-first point of view.  These are all senior leaders with plenty of technology development and delivery experience.  And all agree that the Cloud is different and drives us to up our game.

Recently, I spoke with our board members Sue Meisinger and Bob Clements to discuss the growing importance of the cloud in human resources.  Among other topics we discussed:

  • How the proliferation of mobile devices will impact cloud adoption;
  • A cloud-only versus blended cloud and on-premise approach for vendors;
  • Total Cost of Ownership (TCO) implications of cloud versus on-premise; and
  • How to evaluate how cloud fits into an organization’s existing business strategy.

You can listen to a podcast of our conversation here: Bob Clements and Sue Meisinger Discuss Cloud Strategy for HR Leaders.

Talking Cloud and Marissa Mayer on DriveThru HR

I was pleased to join Bryan Wempen and William Tincup again Friday on DriveThru HR.  It’s always fun to shoot the breeze with them, and hopefully their followers enjoyed our chat. You can listen to the broadcast here.

We were talking about the politics, moving to the cloud and the fallout over Marissa Mayer’s decision to order Yahoo telecommuters back to the office.   Our poll shows 67% of respondents don’t think she made the right decision.  The media coverage varies from “How dare she!” to  “she made the right decision for her company”; i.e. did the job she was hired for. I think she could have taken a more nuanced approach – determined where individual initiatives called for more presence and implemented changes accordingly. As Maureen Dowd wrote last week,  “Mayer has a nursery next to the executive suite. But not everyone has it so sweet”.

You can see some representative media coverage below.  Read on…

The latest from Kara Swisher who broke the story: allthingsd.com/20130227/cfo-goldman-says-mayer-regime-has-been-improving-quality-of-life-at-yahoo/

Yahoo came out and basically admitted to what everyone suspected: this was not an indictment of working from home, but an acknowledgement that it isn’t working for Yahoo right now:

money.cnn.com/2013/02/27/technology/yahoo-work-at-home/

One perspective on how working from home is not the answer for moms: healthland.time.com/2012/07/06/about-that-atlantic-article-why-working-from-home-isnt-the-answer-for-working-moms/

Strong defense of working from home: www.tlnt.com/2013/02/28/no-more-flex-work-are-you-freaking-kidding-me/

Lisa Belkin weighs in: www.huffingtonpost.com/lisa-belkin/why-work-from-home_b_2774794.html

It’s such interesting timing with Sheryl Sandberg’s new book coming out…there is something here about how harshly women leaders are judged, I think, by men, but also by other women. When Jack Welch publishes a book, people don’t question about what he is doing for the cause of men everywhere…it feels like for women like MM and SS it really is a no-win situation in some ways….

www.huffingtonpost.com/joanne-bamberger/sheryl-sandberg-marissa-mayer_b_2760331.html

www.businessweek.com/articles/2013-02-28/carly-fiorina-on-marissa-sheryl-and-women-in-tech

Other Articles of Interest Last Week:

Turnover is Turnover: What Churning Employees Says About Your Culture ow.ly/i1k2q via @TLNT_com

Keep on Trucking? Not if Canada Doesn’t Hire More Truckers ow.ly/i1mb4 via @WSJ

Sheryl Sandberg’s Lessons to Succeed and Savor Work and Life ow.ly/i1mLT via @HuffPostWomen

Train Your Brain to Be Optimistic ow.ly/i1o2z via @Inc

Why You Need to Vote For TLNT For Best Human Resources Blog ow.ly/i2iUU via @TLNT_com @johnhollon

Can a Little Relaxation Increase Your Employees’ Productivity? ow.ly/i3QIl via @blogging4jobs

RT @williamtincup: RT Failure Is Not an Option – Shallow Motivational Tip 3 ow.ly/i8ZKe @TomBolt

Love this piece written by @ChinaGorman on the Yahoo work from home issue. ow.ly/i8ZHz. Good for Marissa Mayer & Jackie Reses.

Same Train, Same Track: You Gotta Be Honest to Build Better Engagement ow.ly/i5TYe via @TLNT_com @TimSackett

Unhappy Employees Are Not Disengaged Employees ow.ly/i8bJG via @hrbartender

Kronites are writing about:

New Time Well Spent #Cartoon: ow.ly/i1i1T #openshift #snowball

RT @simonmacpherson: How Mature Are You? Part 2 ow.ly/i8ZNq

RT @SmarterCafe: A project is like a life… Ask every question you can. ow.ly/i4an5

Yahoo in a gray flannel suit? Is forcing the telecommuters home a recipe for success? ow.ly/i6PQY

Quote the Raven “Perfect Paycheck” ow.ly/i8cEh via @ToddBlackHRMS #HR #Payroll

How Mature Are You? Part 3 ow.ly/i8aFa via @simonmacpherson @KronosUK

RT @smartercafe: If Belle was a #Kronos customer, you know she’d seek out every training opportunity! ow.ly/i8WLD #KnowledgePass

Limited time savings on Kronos Workforce Ready just for you! Get the details: ow.ly/i1iBP #SMB #WFM #HR

The @WF_Institute at #Kronos Explores How The #AffordableCareAct Will Impact Organizations ow.ly/i1lJw

#HIMSS13 Attendees; Schedule a meeting, join us at our exclusive party — or both — & we’ll be happy to tell you more! ow.ly/i1oEl

Follow @Work4Kronos to learn about the latest on jobs & culture @KronosInc and @KronosUK.

Get Sold on Training Incentives ow.ly/i2er0

RT @AronAin: @KronosInc in full planning for our summer internship program. Energetic, bright & motivated should apply. Follow @Work4Kronos

RT @WF_Institute: Making another appearance on @drivethruhr Friday 1PM ET. I’ll talk about what #Cloud & Politics have in common… #dthr

#SupplyChain #Technology: The State of Labor Management Systems ow.ly/i8au9