Prediction No. 5: Customers will begin to revolt against poor customer support.
Many technology companies view customer support as a cost center that can be transformed into a consulting engagement by holding customers’ feet to the fire when they need help the most. Companies that employ call centers that “give the appearance of” providing customer service without actually delivering on it seems to be the industry norm. In 2014, customers will rise against this unacceptable practice.
No matter how effective a technology is, the people behind it are a company’s most powerful asset. Customer support can be a huge competitive differentiator in a crowded market, and companies that make it the foundation upon which everything else is built will rise above the competition. The customer experience should drive everything a company does – from the way its products are engineered to its go-to-market strategy to its support strategy. In short, customers should be delighted at every turn throughout their respective lifecycle.
The data protection industry saw its fair share of trends in 2013, from disaster recovery as a service (DRaaS) to the increased adoption of cloud backup. As virtual and cloud offerings become more mainstream, companies are becoming more aggressive in how they purchase and leverage them. As such, “the customer” will very much influence the data protection trends we see emerge in the year ahead. Here are five data protection trends for 2014, as identified by backup and recovery provider Unitrends.