Cloud computing may help make running enterprises a little bit easier (allegedly), but it has not made running an enterprise software business any easier. If anything, things have gotten more difficult for vendors lately.
The most challenging piece of the rapidly accelerating migration to cloud for enterprise software providers is delivering a superior customer experience.
That’s the gist of a recent analysis produced by Bain and Company, which points out that in the era of cloud connectivity, the era of shoddy releases and so-so customer service is coming to an end. “For many years, enterprise technology companies got along fine with pretty low customer experience ratings–just about the lowest, in fact, of the industries we measured,” the report’s authors, Chris Brahm, James Dixon and Rob Markey, state. But it never seemed to matter, they continue: “Once software or hardware was installed and running, companies were reluctant to go through the expense and hassle of changing vendors, even if the technology wasn’t delivering a superior experience.”
More of the ZDNet article from Joe McKendrick