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Customer Success Service
Customer Success Service helps global key accounts identify key business objectives and develop technical strategies. After customers migrate their business to Alibaba Cloud, the service provides reliable analysis of customers’ business requirements, develops custom digitalization solutions, and offers project-specific resource guidance. This helps safeguard the journey of customers to achieve optimal business value.

Scenarios

Unified Cloud Resources and Services Governance

To ensure customer needs are consistently met, a single point of contact is required to help customers centrally plan and manage the utilization, especially throughout the journey of IDC, Application, and Data Platform migration to the 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 of the implementation of the entire portfolio with a practical execution plan incorporating projects and programs 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.

Benefit

Significantly Enhance Management Insight and Service Quality

We tailor exclusive customer success plans for you through professional customer success service. provide a holistic view of all the strategic initiatives and comprehensive service reports to management. Relentless drive service improvement to better shape cloud & digital strategic project planning.

Accelerating Business Value Delivery

We leverage digital products and services to achieve accelerated adoption of success plans, especially on the resolution of customer pain points, value realization of focused business scenarios, and MVP as well as solution optimization.

Empowering Business Innovation

With an emphasis on client business value and growth, our Customer Success Manager will provide experienced innovative, and effective solutions and services from the Alibaba Cloud ecosystem into customer environments.

Customer Success Stories
All in all, we’ve been very impressed partnering with Alibaba Cloud and, looking into the future, we hope to strengthen our cooperation and offer even better services to our customers globally.
Tony Chou, Vice President of China HP Co., Ltd. & General Manager of GCN Personal Systems
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The adoption of Alibaba Cloud’s digital solution has accelerated our digital transformation progress. It helped us to not only build up a solid foundation for Henkel’s omni-channel business analysis and consumer management, but also establish an automated marketing system, which will benefit from machine learning in the future through digital asset accumulation.
John Gao, Chief Technology Officer of Henkel Digital Business
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All in all, we’ve been very impressed partnering with Alibaba Cloud and, looking into the future, we hope to strengthen our cooperation and offer even better services to our customers globally.
Tony Chou, Vice President of China HP Co., Ltd. & General Manager of GCN Personal Systems
Learn More
The adoption of Alibaba Cloud’s digital solution has accelerated our digital transformation progress. It helped us to not only build up a solid foundation for Henkel’s omni-channel business analysis and consumer management, but also establish an automated marketing system, which will benefit from machine learning in the future through digital asset accumulation.
John Gao, Chief Technology Officer of Henkel Digital Business
Learn More

Service Content

  • Objectives Analysis
  • Solution Design
  • Implementation & Monitoring
  • Capability Enhancement
  • Continuous Improvement
Objectives Analysis
Solution Design
Implementation & Monitoring
Capability Enhancement
Continuous Improvement
IT Infrastructure Status Analysis
Understand Enterprise IT infrastructure operation management status and hosting as well as business relationships among applications through information gathering to provide a basis for future IT digitalization analysis.
Business and Application Status Analysis
Understand business operations and application roadmap through remote/onsite workshops focusing on core business scenarios (digital marketing, production/sales coordination, or intelligent customer service) to identify high-level customer success objectives.

Senior Executive Workshop

Decompose company strategic objectives, business directions, and digital transformation roadmap into a practical implementation plan based on workshops with senior executives (e.g. C-Suite, BU Head, IT Digital Transformation Owner) to support the development of a customer success service plan.

Digitalization Strategy Development Workshops
Considering analysis results of the As-Is situation and overall objectives, CSM will share the digitalization solutions of Alibaba Cloud and global partners as well as best practices for focused business scenarios such as digital marketing, production/sales coordination, and intelligent customer service. CSM will also organize regular workshops (e.g. two workshops per half year + industry digital transformation brainstorming) to further specify pain points, objectives, and key value propositions and reach a consensus on a digitalization adoption plan.
Customer Success Service Solution Design
Considering the analysis results of the As-Is situation and overall objectives, CSM will develop a customer success service plan including decomposing strategic objectives and business value propositions, designing implementation and resource plan, planning MVP pilot scenario with phased value realization plan and related ROI evaluation. Note: extra products or services that arise from the adoption plan may incur additional costs.
Service Project Implementation, Monitoring, and Guidance
Based on the customer success service plan, CSM will guide and facilitate program adoption as a consultant to the customer-owner. While conducting progress control over implementation, CSM will also identify risks and blockers during MVP or POC and provide regular (e.g. monthly) service reports (incl. action status, risk & issues, and value realization status) to safeguard successful cloud adoption.
Digitalization Training or SME Workshop
Based on implementation progress, CSM will organize subject-matter-expert (SME) workshops (e.g. industry solution, product solutions) or trainings (e.g. Clouder basic knowledge training, digital transformation design (extra charges applied)) to help clients understand and better utilize products to improve organization 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.
Service Acceptance Criteria
Alibaba Cloud and the customer reach an agreement on delivery content at each stage to ensure that the overall plan and deliverables meet the customer's expectations.
Service Pricing
Customer Success Service provides three editions: Elite Customized Edition, Standard Edition, and Premium Edition. The Elite Customized Edition can be applied to customized trial or supplementary service; the Standard Edition only includes 1 core business scenario, and the Premium Edition includes 3 core business scenarios including digital marketing, production and sales collaboration, and intelligent customer service. Customers can choose according to actual needs, and the three versions are all pay-per-use services.
Customer Success Service
Elite Customized Edition
Service purchase by Man/Day
Customized trial or supplementary service
The total number of Man/Day is determined based on the service plan or actual demand
Deliverables are evaluated on demand to meet service needs based on service scope
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Customer Success Service
Standard Edition
1 x Core Business Scenario
Research on As-Is Situation
Solution Design
Solution Implementation
Empowerment, Continuous Improvement & Feedback
6 Months Service Duration
Various deliverables are provided in different phases
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Customer Success Service
Premium Edition
3 x Core Business Scenario
Research on As-Is Situation
Solution Design
Solution Implementation
Empowerment, Continuous Improvement & Feedback
9 Months Service Duration
Various deliverables are provided in different phases
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Service Process

  • STEP1

    Service Request & Order

    Prerequisites: The customer must request the service at least 15 business days in advance. Alibaba Cloud and the customer must agree on the service requirements and objectives.

    After the first requirement discussion, 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.
  • STEP2

    As-Is Situation Research & Solution Design

    After Completed Order Placement:
    ●  Alibaba Cloud collects the required information for solution design, conducts systematic research, performs a primary evaluation of the solution objectives, and submits the Customer Success Research and Analysis Report.
    ● The customer must support the research and provide related information such as the IT infrastructure conditions, management status, business status, and digitalization progress. The customer can discuss the solution objectives with Alibaba Cloud.

    After Completed As-Is Situation Research:
    ● Alibaba Cloud submits the Customer Success Service Solution.
    ● The customer reviews and verifies the solution, and determines whether to approve the solution and architecture.
  • STEP3

    Implementation & Enablement

    Based on the service plan, Alibaba Cloud monitors the execution of each project as planned to ensure the implementation. We offer industry solutions and product solution assistance adapted to individual service plans or customer requirements to assist users in comprehending and effectively utilizing products and enhancing digital capabilities.

    The customer can submit the key focus of the training or enablement services based on the service plan and assist Alibaba Cloud appropriately in providing the services.
  • STEP4

    Service Completion

    Alibaba Cloud submits the Comprehensive Customer Service Report.

    The customer reviews and verifies the solution, and accepts the service deliverables.
Alibaba Cloud Customer Success Service is here throughout your journey to help you realize the value and achieve your goals.

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