TechValidate Research on Citrix Services

85 Charts – Page 1 of 3


Citrix Services Customer Research

Top 3 Results with CSS Priority

As a result of our CSS Priority subscription, we have been able to:

Accelerate issue resolution through expert troubleshooting guidance with Priority Queue
100%
Optimize environment and mitigate risk of known supportability and security vulnerabilities and reduce costs with proactive insights and services from Environment Review and Quarterly Business Reviews
57%
Continuously build and develop skills by enabling technical resources with latest product knowledge through eLearning
50%

Citrix Services Customer Research

Results with CSS Priority – Health Care

As a result of our CSS Priority subscription, we have been able to:

Accelerate issue resolution through expert troubleshooting guidance with Priority Queue
100%
Minimize downtime and expedite remediation for severity 1 issues with the assistance of Critical Situation Management and clearer insight of critical situations with a formal Root Cause Analysis
100%
Continuously build and develop skills by enabling technical resources with latest product knowledge through eLearning
75%
Optimize environment and mitigate risk of known supportability and security vulnerabilities and reduce costs with proactive insights and services from Environment Review and Quarterly Business Reviews
50%

Citrix Services Customer Research

Results with CSS Priority – Financial Services

As a result of our CSS Priority subscription, we have been able to:

Accelerate issue resolution through expert troubleshooting guidance with Priority Queue
100%
Continuously build and develop skills by enabling technical resources with latest product knowledge through eLearning
50%
Increase success rate of change events including implementations, migrations and updates with the assistance of Scheduled Support
25%
Increase uptime and reduce restoration times with best in class response and restoration targets
25%
Optimize environment and mitigate risk of known supportability and security vulnerabilities and reduce costs with proactive insights and services from Environment Review and Quarterly Business Reviews
25%

Citrix Services Customer Research

Benefits with most value – Financial Services

The CSS Priority benefits that have provided the most value to my organization are:

Technical Account Manager
100%
Priority Queue
75%
Critical Situation Management
50%
Environment Review
50%

Citrix Services Customer Research

Benefits with most value – Healthcare

The CSS Priority benefits that have provided the most value to my organization are:

Priority Queue
100%
Technical Account Manager
80%
Critical Situation Management
60%
Environment Review
40%
Success Planning and Quarterly Business Reviews
40%

Citrix Services Customer Research

Benefits with the most value

The CSS Priority benefits that have provided the most value to my organization are:

Technical Account Manager
94%
Priority Queue
81%
Environment Review
50%
Critical Situation Management
44%
Success Planning and Quarterly Business Reviews
25%
Customizable add-on packages (Priority Plus only)
6%

Citrix Services Customer Research

Main benefits that lead to renewal – IT Leaders

What are the main benefits Citrix Customer Success Services (CSS) Priority offers that would lead you to renew your subscription?

To review your CSS Priority subscription benefits go here: now.citrix.com/css-priority

Minimize downtime
80%
Proactively maintain and improve environment performance
60%
Augment staff with access to technical experts
40%
Increase productivity
40%
Obtain greater product value
40%
Accelerate readiness and adoption
20%
Reduce IT costs
20%
Support business growth expectations
20%

Citrix Services Customer Research

Main benefits that lead to renewal – Financial Services

What are the main benefits Citrix Customer Success Services (CSS) Priority offers that would lead you to renew your subscription?

To review your CSS Priority subscription benefits go here: now.citrix.com/css-priority

Accelerate readiness and adoption
50%
Minimize downtime
50%
Obtain greater product value
50%
Proactively maintain and improve environment performance
50%
Augment staff with access to technical experts
25%
Increase productivity
25%
Support business growth expectations
25%

Citrix Services Customer Research

Main benefits that lead to renewal – Healthcare

What are the main benefits Citrix Customer Success Services (CSS) Priority offers that would lead you to renew your subscription?

To review your CSS Priority subscription benefits go here: now.citrix.com/css-priority

Obtain greater product value
50%
Proactively maintain and improve environment performance
50%
Accelerate readiness and adoption
33%
Augment staff with access to technical experts
33%
Minimize downtime
33%
Support business growth expectations
33%
Increase productivity
17%

Citrix Services Customer Research

Main benefits that lead to renewal for SMB Market

What are the main benefits Citrix Customer Success Services (CSS) Select offers that would lead you to renew your subscription?

To review your CSS Select subscription benefits go here: now.citrix.com/css

Minimize downtime
59%
Reduce IT costs
51%
Proactively maintain and improve environment performance
47%
Increase productivity
45%
Obtain greater product value
44%
Support business growth expectations
30%
Accelerate readiness and adoption
22%
Augment staff with access to technical experts
22%
Migrate to the Cloud
13%

Citrix Services Customer Research

Main benefits that lead to renewal for Fortune and Global 500, and Large Enterprise

What are the main benefits Citrix Customer Success Services (CSS) Select offers that would lead you to renew your subscription?

To review your CSS Select subscription benefits go here: now.citrix.com/css

Minimize downtime
57%
Proactively maintain and improve environment performance
54%
Obtain greater product value
44%
Increase productivity
43%
Reduce IT costs
36%
Accelerate readiness and adoption
33%
Augment staff with access to technical experts
26%
Support business growth expectations
25%
Migrate to the Cloud
11%

Citrix Services Customer Research

Most value for SMB Market

The CSS Select benefits that have provided the most value to my organization are:

24/7/365, unlimited technical support
73%
Long Term Service Release (LTSR)
46%
Configuration and installation assistance
39%
Citrix Workspace Environment Management
31%
Live Chat
31%
Best in class response times
21%
Select eLearning subscription
18%
Supportability Pack diagnostic tools
13%
Citrix App Layering
12%
TechEdge Training Event
6%

Citrix Services Customer Research

Most Value Global, Fortune 500 and Large Enterprise

The CSS Select benefits that have provided the most value to my organization are:

24/7/365, unlimited technical support
76%
Long Term Service Release (LTSR)
50%
Configuration and installation assistance
38%
Citrix Workspace Environment Management
22%
Select eLearning subscription
22%
Supportability Pack diagnostic tools
22%
Live Chat
20%
Best in class response times
13%
TechEdge Training Event
13%
Citrix App Layering
12%

Citrix Services Customer Research

Increase Productivity, Miminize Downtime and Reduce Costs

Do you agree with the following statement?

Our CSS Select subscription helps us increase productivity, minimize downtime and reduce IT costs.
69%

Citrix Services Customer Research

CSS Select helps customers reach business goals.

CSS Select customers are achieving these top business goals:

Minimize downtime
67%
Proactively maintain and improve environment performance
45%
Obtain greater product value
37%
Augment staff with access to technical experts
32%
Increase productivity
32%
Reduce IT costs
25%

Citrix Services Customer Research

Why customers want their product covered by CSS Select?

The top 5 reasons customers want their product covered by a maintenance and support plan like Citrix Customer Success Services (CSS) Select:

Minimize downtime
65%
Proactively maintain and improve environment performance
55%
Obtain greater product value
47%
Augment staff with access to technical experts
39%
Increase productivity
31%

Citrix Services Customer Research

When you have utilized a benefit from your CSS Select subscription, how much effort did you have to put forth?

Neutral
47%
Low effort
30%
High effort
12%
Very low effort
8%
Very high effort
3%

Citrix Services Customer Research

CSS Select helps customers reach business goals.

CSS Select is helping customers achieve the following business outcomes:

Minimize downtime
66%
Proactively maintain and improve environment performance
44%
Obtain greater product value
37%
Augment staff with access to technical experts
32%
Increase productivity
32%
Reduce IT costs
25%
Support business growth expectations
19%
Accelerate readiness and adoption
17%
Migrate to the Cloud
3%

Citrix Services Customer Research

How CSS Select is helping customers.

Which CSS Select benefits help you do your job more effectively?

Top 5 benefits that help CSS Select customers do their jobs more effectively:

24/7/365, unlimited technical support
78%
Long Term Service Release (LTSR)
42%
Configuration and installation assistance
38%
Live Chat
27%
System Monitoring with Smart Checks
24%

Citrix Services Customer Research

Why customers want their product covered by CSS Select?

Customers want their product covered by a maintenance and support plan like Citrix Customer Success Services (CSS) Select subscription for the following reasons:

Reduce IT costs
28%
Obtain greater product value
47%
Proactively maintain and improve environment performance
55%
Support business growth expectations
28%
Minimize downtime
65%
Accelerate readiness and adoption
19%
Increase productivity
31%
Augment staff with access to technical experts
39%
Migrate to the Cloud
5%

Citrix Services Customer Research

The primary reasons customers want their product covered by a maintenance and support plan like Citrix Customer Success Services (CSS) Select subscription:

Minimize downtime
65%
Proactively maintain and improve environment performance
55%
Obtain greater product value
47%
Augment staff with access to technical experts
39%
Increase productivity
31%
Reduce IT costs
28%
Support business growth expectations
28%
Accelerate readiness and adoption
19%
Migrate to the Cloud
5%

Citrix Services Customer Research

Reported benefits obtained from engaging Citrix Consulting:

What benefits did you realize from engaging Citrix Services?

A better understanding of how my Citrix environment works
69%
Increased confidence in my Citrix environment and its capabilities
60%
Tools and skills necessary to maximize the return on my Citrix environment
45%
Accelerated time to value on my company's Citrix investment
33%
Seamless deployment and operation of my Citrix Environment
32%

Citrix Services Customer Research

Which Citrix Services were you aware of before you became a Citrix Customer?

Which Citrix Services were you aware of before you became a Citrix Customer?

Citrix Support
78%
Citrix Education
55%
Citrix Consulting
42%
Citrix Customer Success Services
15%

Citrix Services Customer Research

How long after product purchase did you start using Citrix Services?

How long after product purchase did you start using Citrix Services?

0-3 months: 52%
3-6 months: 13%
6-12 months: 9%
12-24 months: 8%
>24 months: 18%

Citrix Services Customer Research

What was the hardest part about getting started with Citrix Services?

What was the hardest part about getting started with Citrix Services?

Internal approvals: 27%
Securing funding: 25%
Justifying ROI: 23%
Finding information on the services available: 19%
Other: 5%

Citrix Services Customer Research

How long did it take for you to apply the skills you learned in a Citrix course?

0-3 months: 70%
3-6 months: 22%
6-12 months: 6%
More than 12 months: 2%

Citrix Services Customer Research

Did a Citrix Education course result in any of the following?

Increased productivity at work
72%
Increased job satisfaction
47%
Increased quality of work/life balance
26%
I became less likely to leave my employer
11%
Pay increase
7%
Promotion
7%
Manager role
2%

Citrix Services Customer Research

Which Citrix products does your organization use?

XenApp
88%
NetScaler
76%
XenDesktop
74%
Provisioning Services (PVS)
53%
XenServer
38%
XenMobile
20%
ShareFile
19%
Citrix Cloud
4%

Citrix Services Customer Research

Why did you take a Citrix Education course?

A need to increase my knowledge of Citrix technology to become more effective in my role
85%
A way to further my career
48%
Preparation for a certification exam
45%
I am responsible for progressing Citrix products at my organization, and the technologies were failing
22%
My employer requires I attend Citrix Education courses
20%
To meet partner requirements
14%
Other
1%

Citrix Services Customer Research

Did a Citrix Education exam certification result in any of the following?

Increased productivity at work
64%
Finding a new role
18%
Promotion
13%
Manager role
2%



More Research on Citrix Services