As a Senior Solution Architect for the VMware TAM Program, I’m always looking for new ways to deliver best-in-industry services to you, our customer. So, I’m thrilled to let you know about a new process we’ve put in place to help us keep doing just that.
VMware Customer Intelligence.Next (CI.Next) enables and builds a new level of partnership between VMware, VMware TAMs, and our valued customers. We just started it this quarter, so if you’re a VMware TAM customer and haven’t heard about it from your TAM yet, you likely will hear it very soon.
In the meantime, here’s what you need to know:
TAM Data Manager 2.0
First, we’ve completely reworked our TAM Data Manager (TDM) tool. It is now redesigned and re-released as TDM 2.0. Accessed either as an appliance or a Java application, TDM 2.0 works within your environment and collects telemetry information (configuration details) for vSphere core and Horizon View environments.
Crucially, TDM 2.0 also gathers and reports out information about the business drivers and strategic intent behind these telemetries and configurations—a combination that makes TDM 2.0 distinct from any other tool.
We take both sets of information, synthesize them, and generate reports that help you link specific builds, configurations, deployment locations, hardware profiles, and more to your business goals. This means you will understand your environment better and work within your environment to ensure consistency, which in turn helps mitigate risk. And as you receive more of these reports over time, you can observe how the business and technical environments develop relative to each other.
CI.Next: A richer, more strategically sophisticated TAM Service
But that’s just the start. On our end, we also take that data and compare it with what we’re seeing across the TAM program in similar industries or geographies. We then report it back, anonymously, so customers can see how others in similar environments are using VMware technologies. Soon, we’ll also include benchmark results that are filterable in the same way, letting you determine whether you’re on the cutting or the trailing edge of what’s happening in your industry, helping you understand what kind of growth and development is possible in your field.
More immediately, you’ll be able to leverage these benchmarks and analytics to strategically justify and drive new IT projects, or simply adjust and right size your existing deployments. Meanwhile, your TAMs will have access to similar information from other VMware deployments; therefore, they can alert you to situations where other customers have walked down a similar path, helping you overcome hurdles faster or even avoid them entirely.
Your advocate within VMware
This information (anonymized where appropriate, keeping in line with our NDA and licensing agreements) also allows us to work internally in VMware to advocate for you and drive change within our own organization on your behalf.
For example, it lets us say to specific VMware business units and product managers, “Listen, our customers are experiencing X” or “This important VMware customer needs additional assistance and support with Y.”
When customers are using a newer VMware technology or if they’re pushing a technology in a new way, their TAMs are now better placed to help them influence what’s happening within VMware. This can mean that:
- Supportability is maintained.
- VMware can develop specific types of technical, design, or R&D elements to meet customer needs as closely as possible.
- Customers can have open access to alpha or beta programs.
- Customers can participate in events that are otherwise closed.
It’s an exciting time!
I’m excited about the new CI.Next process because it helps us accomplish two goals.
First, TAMs now have a better understanding of their customers’ environment than ever before. This means we can help in an even more strategic and proactive way.
Second, CI.Next helps our customers understand how their TAMs might be able to help them. With the shared information, we’ll stay in closer touch as our customers adjust in response to the information we’re reporting—and we’ll be ready to supply the next level of feedback and inside access that our customers determine they need.
Here’s the bottom line: While TAMs have always been trusted and valued partners for VMware customers, with CI.Next we’re in a better position than ever before to help you thrive.
If you have any questions about CI.Next, don’t hesitate to reach out to your TAM, or contact me directly.
If you aren’t a TAM customer yet but would like to know more, drop me a line or check out the VMware Technical Account Manager Services website.
Eric Crossley is a senior solutions architect for VMware’s Global Technical Services Professional Services Engineering group. For the last 8+ years, Eric has served as a partner and trusted adviser to VMware’s customers and internal teams around the world. Eric works closely with VMware PS Management to ensure that VMware’s future TAM program innovations align with essential market needs. Connect with Eric on LinkedIn!