By delivering insight in every step of the development cycle, Inner Circle helps VMware improve product innovation, customer satisfaction and loyalty
Customer
VMware
Provides feedback from a hard-to-reach B2B audience
Drives partner and customer engagement
Delivers millions of dollars in annual research cost savings
Business Challenge
As VMware’s products expanded, it recognized the need to proactively identify customer issues early. The mandate from Chief Customer Officer Scott Bajtos was clear: deliver an “unrivaled” end-to-end customer experience.
To meet their CCO’s vision, the company needed a way to engage IT decision makers in enterprise-level companies. This demographic was traditionally hard and expensive to recruit and reach (one study alone could cost up to $100,000). Traditional research took months to generate insights. The company wanted a solution that could keep up with the speed and scale at which VMware operates.
Solution
Inner Circle is a digital insight community of VMware customers and partners that facilitates rapid-cycle research efforts. Teams across VMware engage the community to answer strategic questions and improve product functionality, quality, ease of doing business and more.
The digital insight community played a big role in the development of Skyline, a proactive support system that uses data telemetry. VMware invited select Inner Circle members to be early adopters, incorporating their feedback from product development through implementation and ongoing innovation.
Through Inner Circle, VMware demonstrates to customers that they are true partners—an approach that transcends traditional customer engagement and market research.
Recommended Resources
Fossil Group Uses Customer Insights to Empower Business Decisions
How Virgin Money UK Listen and Respond
to Rapidly Changing Customer Needs in the Age of Coronavirus
How Condé Nast's Consumer-Centric Focus Supports the Company's Global Vision
Don't Fall Behind:
Optimize Your CX Program and Stay Connected to Your Customers
Securing Growth and Customer Retention in Banking in the Age of Disruption
How Alida Helps The World's Most Customer-Centric Brands Win
Driving Business Value:
What Can CXM Do For You?
4 Pillars of Customer Experience Management Value
Be the Player:
How Gamesys Puts Themselves in the Shoes of Their Players
Activating the Community:
Making CX an Organization-wide Priority
Insights in 2020
Building an Agile Insight Engine
Proving the Value of Insights During Covid-19
Alida Named a Niche Player
Gartner 2020 Magic Quadrant for Voice of Customer