TechValidate Research on Citrix Customer Success

Case Study: Fortune 500 Computer Hardware Company


This case study of is based on a August 2014 survey of Citrix Support customers by TechValidate, a 3rd-party research service.

“Knowing I am dealing with an expert and that he/she can always route me to the correct, next level up specialist to have the issue resolved efficiently.”


  • Has solved the following challenges by using Citrix Support:
    • Resolve complex issues with a specialized use case

Use Case

  • Uses the following Citrix Support services:
    • Technical Relationship Management (TRM)
  • Has the following Citrix products:
    • XenApp
    • XenDesktop
    • NetScaler


  • Rated their experience with Citrix Support as superior compared to other technical support experiences.
  • Rated the simplicity or ease of engaging and doing business with Citrix Support as world class.
  • Resolved issues 3x faster with Citrix Support compared to most other IT providers.
  • Finds that Citrix Support self-help Resources (eDocs, articles, bulletins, forums, etc) differentiate from other self-help support experiences in the following ways:
    • Has better technical depth
  • Citrix Support adds value to their organization in the following ways:
    • Appreciated how invested Citrix is in their success
    • Resolved issues faster due to superior technical expertise
    • Found creative solutions for their business
    • Consistently met commitments
  • Rated Citrix Technical Relationship Management (TRM) Services as superior compared to similar offerings from IT Providers.

About This Data

This data was sourced directly from verified users of Citrix Customer Success by TechValidate.

TechValidate verifies the identity and organizational affiliation of all participants that contribute to published research data. When research participants so desire, we also guarantee their anonymity so that they may share information honestly and freely.

More Research on Citrix Customer Success