EDITOR ’ S QUESTION
ANDREW RUSSELL , CHIEF REVENUE OFFICER , NYRIAD
Ensuring excellent customer service is one of the most critical steps in the customer journey and paramount for optimising the customer experience ( CX ). At Nyriad , we believe that in order for customer service to be excellent , it must be provided at each and every touchpoint along the customer journey , but first and foremost – it begins with the customer .
At the core of our ethos is our values . We put our customers first , always – no ifs , ands or buts . We treat everyone fairly , honestly and with transparency . We strive for the highest of quality , we work as a team to achieve our goals and continually seek a better way through innovation .
Our vision is to empower innovators to enrich lives and advance humanity – allowing our customers to focus on solving the difficult challenges that the world faces today – from creating content that delights audiences to developing cures that save lives . We asked ourselves , ‘ Is there a better way ?’ Can we architect a solution that enables customers to sleep better at night and provide a solution that is performant , resilient and efficient ? The answer was ‘ yes ’, so we set off on our journey to revolutionise the foundation of storage .
The customer journey begins with the architecture and design of our technology – ensuring that we focus on quality and understand how our customers will use the technology to drive their valuable business outcomes – so we can ensure the utmost ease of use and operational simplicity .
From a go-to-market perspective , we made the conscious business decision to be 100 % via the channel , so we partnered with worldclass channel solutions provider partners that are dedicated to building long-term trusted advisor relationships with end clients . Here , a demonstrated commitment to understanding the end client ’ s goals , requirements and challenges is key . Ideally , with our partners – we are focused on making it easy for customers to evaluate the latest in emerging and disruptive technologies . To ensure excellent customer service , the relationship cannot end with the technology or delivering it to the loading dock .
The Computing Technology Industry Association ( CompTIA ), among others , refers to this now as the partner experience ( PX ). Key to PX is that today ’ s end customers want open and on-going lines of communications with their technology solutions providers , and that must extend to the technology vendors themselves .
Our support services are a big part of what makes the Nyriad experience positive and unique . At Nyriad , we are committed to providing exceptional support and resolutions to help our channel partners and end customers achieve great business outcomes and results .
As CompTIA points out , ‘ As business axioms go , few are truer than the one about relationships being everything .’ This is certainly true when it comes to ensuring excellent customer service .
WE PUT OUR CUSTOMERS FIRST , ALWAYS – NO IFS , ANDS OR BUTS . www . intelligentcxo . com