Scenarios
Unified Cloud Resources and Services Governance
To ensure customer needs are consistently met, it is required to have single point of contact who help customer to centrally plan and manage the utilization of cloud especially throughout the journey of IDC, Application and Data Platform migration to Cloud.
Portfolio Management on Complex Business Scenarios
When multiple business tracks are running concurrently to achieve overarching business objectives, it is required to have a comprehensive overview on the implementation of entire portfolio with practical execution plan incorporating projects and programmes aligning business milestones.
Enterprise Digital Transformation
For customers planning IaaS, PaaS (Data Middle End, Business Middle End, IOT Platform), MaaS (Model as Service) and SaaS (QuickAudience, SFDC) go cloud, it is advised to embed value-adding customer success service into the transformation journey to leverage the digital transformation best practices from Alibaba Cloud ecosystem.
Service Content
Analysis on Existing IT infrastructure
Collect information about existing IT infrastructure of customers, and analyze the business support capability. Fully research on the IT infrastructure management status of enterprises to facilitate further analysis on digitalization.
Analysis on the Status of Business Departments and Application Systems
Perform remote information collection and on-site communication to obtain the status of customers' business and application systems for key business scenarios such as digital marketing, coordinated production and sales, and intelligent customer service. Understand customers' long-term plans for business and applications to analyze the business blueprint and identify customers' business objectives.
Interviews with Top Executives
Interview top executives such as the chief executive officer (CEO), chief information officer (CIO), chief technology officer (CTO), directors of business departments, and owner of IT digitalization. Focus on key business scenarios such as digital marketing, coordinated production and sales, and intelligent customer service. Understand and analyze the strategic objectives, business paths, and digital transformation plans and actions of customers to facilitate the development of a customer success service plan.
Digitalization Strategy Development Workshops
Based on the research and analysis results of the current situation and overall objectives, share the digitalization solutions of Alibaba Cloud and global partners and industry-specific best practices for key business scenarios such as digital marketing, coordinated production and sales, and intelligent customer service. Organize regular workshops, such as two workshops for top executives in six months and industry digital transformation workshops, to identify pain points, objectives, and key value and reach a consensus on digitalization actions.
Customer Success Service Solution Design
Based on the research and analysis results of the current situation and overall objectives, refer to the digitalization solutions of Alibaba Cloud and global partners, and industry-specific or cloud-service-specific best practices for key business scenarios such as digital marketing, coordinated production and sales, and intelligent customer service. Develop a customer success solution that consists of decomposed strategic objectives, business value, approach design, implementation plan, resource orchestration, and pilot scenario design and action plans for the MVP. Identify the objectives and value of each phase to help customers evaluate the return on investment (ROI). Take note that fees may be generated for additional product-specific solutions and labor in solution implementation.
Service Project Implementation, Monitoring, and Guidance
Based on the customer success service plan, assign experts as consultants to guide and assist customers in plan implementation. Monitor the progress and ensure the timeliness and business benefits of the plan. Conduct MVP or proof of concept (POC) pilots at a small scale to test the actions, identify the bottlenecks and risks in advance, and regularly (monthly) submit comprehensive customer service reports that include the implementation progress, problems and risks, and achieved business value. This helps ensure the successful implementation of the customer success service plan.
Digitalization Trainings or SME Workshops
Provide industry solutions and product solutions based on the customer success service solution and action plan. Organize subject-matter expert (SME) workshops and online or offline themed trainings such as digital transformation trainings based on the business requirements of customers. Clouder trainings on cloud computing basics are free of charge. However, fees are generated for the custom design and deliverables such as digital transformation cases. This helps customers be familiar with the features and usage of cloud products and improve their digital capabilities.
Effect Evaluation and Continuous Improvement
Survey the service experience of VIP customers based on whether the objectives are achieved and the feedback on the project implementation. Coordinate with internal experts to provide service and product improvement plans at the earliest opportunity. This helps complete the Plan–Do–Check–Act (PDCA) cycle and improve user experience with Alibaba Cloud products.
Analysis on Existing IT infrastructure
Collect information about existing IT infrastructure of customers, and analyze the business support capability. Fully research on the IT infrastructure management status of enterprises to facilitate further analysis on digitalization.
Analysis on the Status of Business Departments and Application Systems
Perform remote information collection and on-site communication to obtain the status of customers' business and application systems for key business scenarios such as digital marketing, coordinated production and sales, and intelligent customer service. Understand customers' long-term plans for business and applications to analyze the business blueprint and identify customers' business objectives.
Interviews with Top Executives
Interview top executives such as the chief executive officer (CEO), chief information officer (CIO), chief technology officer (CTO), directors of business departments, and owner of IT digitalization. Focus on key business scenarios such as digital marketing, coordinated production and sales, and intelligent customer service. Understand and analyze the strategic objectives, business paths, and digital transformation plans and actions of customers to facilitate the development of a customer success service plan.
Analysis on Existing IT infrastructure
Collect information about existing IT infrastructure of customers, and analyze the business support capability. Fully research on the IT infrastructure management status of enterprises to facilitate further analysis on digitalization.
Analysis on the Status of Business Departments and Application Systems
Perform remote information collection and on-site communication to obtain the status of customers' business and application systems for key business scenarios such as digital marketing, coordinated production and sales, and intelligent customer service. Understand customers' long-term plans for business and applications to analyze the business blueprint and identify customers' business objectives.
Interviews with Top Executives
Interview top executives such as the chief executive officer (CEO), chief information officer (CIO), chief technology officer (CTO), directors of business departments, and owner of IT digitalization. Focus on key business scenarios such as digital marketing, coordinated production and sales, and intelligent customer service. Understand and analyze the strategic objectives, business paths, and digital transformation plans and actions of customers to facilitate the development of a customer success service plan.
Digitalization Strategy Development Workshops
Based on the research and analysis results of the current situation and overall objectives, share the digitalization solutions of Alibaba Cloud and global partners and industry-specific best practices for key business scenarios such as digital marketing, coordinated production and sales, and intelligent customer service. Organize regular workshops, such as two workshops for top executives in six months and industry digital transformation workshops, to identify pain points, objectives, and key value and reach a consensus on digitalization actions.
Customer Success Service Solution Design
Based on the research and analysis results of the current situation and overall objectives, refer to the digitalization solutions of Alibaba Cloud and global partners, and industry-specific or cloud-service-specific best practices for key business scenarios such as digital marketing, coordinated production and sales, and intelligent customer service. Develop a customer success solution that consists of decomposed strategic objectives, business value, approach design, implementation plan, resource orchestration, and pilot scenario design and action plans for the MVP. Identify the objectives and value of each phase to help customers evaluate the return on investment (ROI). Take note that fees may be generated for additional product-specific solutions and labor in solution implementation.
Digitalization Strategy Development Workshops
Based on the research and analysis results of the current situation and overall objectives, share the digitalization solutions of Alibaba Cloud and global partners and industry-specific best practices for key business scenarios such as digital marketing, coordinated production and sales, and intelligent customer service. Organize regular workshops, such as two workshops for top executives in six months and industry digital transformation workshops, to identify pain points, objectives, and key value and reach a consensus on digitalization actions.
Customer Success Service Solution Design
Based on the research and analysis results of the current situation and overall objectives, refer to the digitalization solutions of Alibaba Cloud and global partners, and industry-specific or cloud-service-specific best practices for key business scenarios such as digital marketing, coordinated production and sales, and intelligent customer service. Develop a customer success solution that consists of decomposed strategic objectives, business value, approach design, implementation plan, resource orchestration, and pilot scenario design and action plans for the MVP. Identify the objectives and value of each phase to help customers evaluate the return on investment (ROI). Take note that fees may be generated for additional product-specific solutions and labor in solution implementation.
Service Project Implementation, Monitoring, and Guidance
Based on the customer success service plan, assign experts as consultants to guide and assist customers in plan implementation. Monitor the progress and ensure the timeliness and business benefits of the plan. Conduct MVP or proof of concept (POC) pilots at a small scale to test the actions, identify the bottlenecks and risks in advance, and regularly (monthly) submit comprehensive customer service reports that include the implementation progress, problems and risks, and achieved business value. This helps ensure the successful implementation of the customer success service plan.
Service Project Implementation, Monitoring, and Guidance
Based on the customer success service plan, assign experts as consultants to guide and assist customers in plan implementation. Monitor the progress and ensure the timeliness and business benefits of the plan. Conduct MVP or proof of concept (POC) pilots at a small scale to test the actions, identify the bottlenecks and risks in advance, and regularly (monthly) submit comprehensive customer service reports that include the implementation progress, problems and risks, and achieved business value. This helps ensure the successful implementation of the customer success service plan.
Digitalization Trainings or SME Workshops
Provide industry solutions and product solutions based on the customer success service solution and action plan. Organize subject-matter expert (SME) workshops and online or offline themed trainings such as digital transformation trainings based on the business requirements of customers. Clouder trainings on cloud computing basics are free of charge. However, fees are generated for the custom design and deliverables such as digital transformation cases. This helps customers be familiar with the features and usage of cloud products and improve their digital capabilities.
Digitalization Trainings or SME Workshops
Provide industry solutions and product solutions based on the customer success service solution and action plan. Organize subject-matter expert (SME) workshops and online or offline themed trainings such as digital transformation trainings based on the business requirements of customers. Clouder trainings on cloud computing basics are free of charge. However, fees are generated for the custom design and deliverables such as digital transformation cases. This helps customers be familiar with the features and usage of cloud products and improve their digital capabilities.
Effect Evaluation and Continuous Improvement
Survey the service experience of VIP customers based on whether the objectives are achieved and the feedback on the project implementation. Coordinate with internal experts to provide service and product improvement plans at the earliest opportunity. This helps complete the Plan–Do–Check–Act (PDCA) cycle and improve user experience with Alibaba Cloud products.
Effect Evaluation and Continuous Improvement
Survey the service experience of VIP customers based on whether the objectives are achieved and the feedback on the project implementation. Coordinate with internal experts to provide service and product improvement plans at the earliest opportunity. This helps complete the Plan–Do–Check–Act (PDCA) cycle and improve user experience with Alibaba Cloud products.
Service Acceptance Criteria
Alibaba Cloud and the customer reach an agreement on all reports or actions of different phases to ensure that the deliverables meet customers' expectations. The reports include Customer Success Research and Analysis Report, Customer Success Service Solution, Comprehensive Customer Service Report, and Effect Evaluation and Action Improvement Solution. The actions are the digital transformation trainings and SME workshops.
Service Pricing
Usage Notes
Usage Notes
Customer Success Service provides two editions: Standard Edition and Premium Edition. You can use the Standard Edition service for only one key business scenario at a time. You can use the Premium Edition service for three key business scenarios at the same time. Key business scenarios include digital marketing, coordinated production and sales, and intelligent customer service. You are charged each time you use the service regardless of the service edition.
https://query.alibabacloud.com/rest/CSM.mRlNUA5w9.kakaaQ5Ud
https://query.alibabacloud.com/rest/CSM.mRlNUA5w9.zj2sh5PMn
https://query.aliyun.com/rest/pubcloudsells.describe_prices
Cost Estimation
Consulting and Purchasing
Service Process and Division of Labor
The customer shall request the service at least 15 business days in advance, and the requirements and objectives shall be agreed by both parties.
The customer can purchase Customer Success Service on the official website of Alibaba Cloud at an enterprise discount. Alternatively, the customer can purchase Customer Success Service together with other cloud services by signing a contract offline.
Customer
The customer shall support the research and provide related information such as the IT infrastructure conditions, management status, business status, and digitalization progress. The customer shall discuss the solution objectives with Alibaba Cloud.
Alibaba Cloud
Alibaba Cloud collects the required information for solution design, conducts systematic research, performs a primary evaluation on the solution objectives, and submits the Customer Success Research and Analysis Report.
Customer
The customer reviews and verifies the solution, and determines whether to approve the solution and architecture.
Alibaba Cloud
Alibaba Cloud submits the Customer Success Service Solution.
Customer
The customer reviews the solution, verifies, and accepts the service deliverables.
Alibaba Cloud
Alibaba Cloud submits the Comprehensive Customer Service Report and Effect Evaluation and Action Improvement Plan of the service.
