2018 Enterprise network inventory, Customer success system becomes a new opportunity

This article is reproduced from official account: Digital observation

▍introduction

review 2018 year, Enterprise network diskThere have been many iconic events worth paying attention to in the market, The market still continues the process of pattern reconstruction and integration, Industry trends appear, The market breeds new opportunities in calm.

Enterprises' pain points in content management are becoming more and more obvious, Increasing demand points, There are higher requirements for the collaborative management scenario of file content; The government has also introduced directional policies, The market direction is gradually clear; Domestic giants have entered the layout, Gradually develop in the enterprise market, Intended to seize market opportunities; meanwhile, The focus of manufacturers has shifted from share grabbing to product and service differentiation. get into 2019 year, Enterprise network diskWhat changes will the market bring?

policy, Technology driven, Giants have entered the layout

Development of an industry, Technology is indispensable, innovate, Promotion of policies and capital.

In terms of Technology, review 2018 year 5G It is definitely the focus of the industry.

The industry is 5G Prepare for the arrival of, Promote application development in various fields: Internet upgrading from consumer Internet to industrial Internet, Future vertical industries and 5G New business generated by combination, The new business will certainly promote the upgrading and innovation of enterprise content management needs. meanwhile, In terms of content and collaboration platform itself, With the help of 5G power, Products and services will be improved, Further in helping enterprises improve office efficiency.

Another technology development worth mentioning this year is intelligence. AI Assist enterprisesNetdiskUpgrade Editing, classification, search, Information recognition ability, machine learning, Image content audio and video recognition technology, Will open more enterprise markets for content and collaboration platforms, It is believed that more enterprise teams with such document storage and management needs can be met.

In terms of policy benefits, The Ministry of industry and information technology promotes enterprises to go to the cloud, Supply side reform promotes scientific management demand, etc.

2018 year 7 month, Issued by the Ministry of industry and information technology on Guidelines for promoting enterprise cloud implementation (2018-2020 year) and Three year action plan for expanding and upgrading information consumption (2018-2020 year) , It mentioned, Choose cloud services reasonably on demand, And made it clear 2020 New cloud enterprises nationwide in 100 The goal of Wanjia.

meanwhile, According to Accenture's report, The proportion of successful digital transformation of Chinese enterprises only accounts for 7%, There is still a lot of room. Let the entire industrial supply side of China realize the Internet, Digitalization.

Efficiency improvement, Cost reduction, Innovative business, Improve user experience, Some suggestions on the supply side reform of enterprises. When enterprises are seeking their own efficiency improvement and mode innovation, Increased demand for scientific management, Content management industry must drive enterprise efficiency reform and upgrading. Favorable policies, Increased market confidence, Accordingly, the overall competition among manufacturers will be more intense.

According to Accenture's report, The proportion of successful digital transformation of Chinese enterprises only accounts for 7%, There is still a lot of room.

Customer success determines product success, Become the key factor to open the market

The world's largest SaaS enterprise, Salesforce take "Customer success" Introduce the programmatic scope of enterprise management, And become the most successful enterprise benefiting from this model.

At present, China, There are also examples such asFangcloud, Beson , Easy to sell, Teambition Excellent, etc SaaS Enterprises use customer success system to drive enterprise growth. And what is customer success, The popular definition is: "Through interaction with your company, Customer needs are met, Customer success" , In an extension, it is a good product that can be used by users, Become a part of enterprise management, Truly generate business value, This is the essence of customer success.

The core function of enterprise network disk is to enable the efficient circulation and precipitation of enterprise data assets, Getting started with most products is not complicated, But I want to make online disk products play a greater value in the process of enterprise management, The successful system of customers is particularly important. From the point of view of the users of the product, SaaS Users of the product will be divided into two levels: Decision makers and users of products. Obviously, decision maker/There are significant differences between managers' concerns and users, The former will be more concerned about whether the management objectives are achieved/Various costs/security, The latter will focus on efficiency/Experience, etc. A good one TO B Products, Or a product should be TO B Keep a firm foothold in the market, There must be a balance between the two layers of users, Otherwise, it's easy to fall into the trap of not using it/The dilemma of applauding and not being popular. SaaS Focus on customer success, Is to ensure the success of decision makers and users, That is to meet the needs of managers, At the same time, we should also stand on the perspective of users to make the product easy to use, Can really be used to play business value.

In terms of user size, From the different product needs of major customers and small and medium-sized customers, There will also be differences in the system of customer success. The user model of large customers will be more complex, The management side has a higher voice, Naturally, management, data, security, deploy, Put forward higher and more comprehensive requirements for docking and other aspects, The user side is also more complex due to the complexity of the business and the need to cooperate with the management side, Small and medium-sized customers tend to pay more attention to the matching degree of specific business scenarios, And the need for basic data storage and sharing.

The sales and delivery cycle of enterprise level products for medium and large-scale customers are generally not short, Coupling with customer business will also lead to more complex products, The threshold is also higher, Therefore, the enterprise service industry is doomed to be a blocked and long way, But once enough value is created for users, The moat of enterprises will also be deep enough. Therefore, enterprise services are more suitable to start with product innovation at the point, Rapid verification with configurable product architecture, extension, Iterate these innovations, From individuality to commonness, Continuously expand product boundaries, go deep into customers and succeed, Eventually occupy the scale market.

Solutions/Suggestions on model selection

Production of enterprises, Operating costs are rising, Enterprise network disk products can improve operation efficiency to a certain extent, Reduce production and operation costs, When selecting manufacturers, The following aspects should be mainly considered:

(1) Experience of product functions

File management is the core function of enterprise network disk, Users can upload files in the enterprise network disk, search, preview, Editing and other operations. Generally speaking, When purchasing online disks, we mainly focus on the speed of uploading and downloading, Matching degree of search, preview, Whether editing is easy enough, etc. in addition, Because the enterprise network disk is a team tool, The product supports multi-level permission management, Being able to attach comments to the document flow is very helpful to the efficiency of team collaboration. last, There are more and more mobile office scenarios, When most enterprise employees use enterprise network disk products, the synchronous sharing function of the mobile terminal is a rigid demand, The experience of mobile terminals is also one of the key factors to be considered.

(2) data security

When enterprises choose content management and collaboration platforms, The demand for safety has never decreased, When helping enterprises realize the full life cycle management of files and the precipitation of data on various platforms, Safety is the primary satisfaction condition.

(3) Open platform

Open platform is a low-cost and efficient access method. As leading enterprises in various industries gradually introduce information technologyEnterprise cloud disk, Most group companies have internal collaboration systems, Under such conditions, Manufacturers with open platform access capabilities will be more competitive, And the efficiency of access directly affects customer acquisition.

Suggestions on selection of enterprises of different sizes

Need to select teams of different sizes, From use cost, Functional satisfaction, Consideration of product positioning of different manufacturers:

Future industry trend forecast

Development space of enterprise network disk industry, The market is still far from the ceiling at this stage, New and old players jointly cultivate the market. Initial results in market cultivation, But it will take time to mature. In order to become a strategic enterprise information system in the future, Challenge in concept in a short time, Not in the technology itself.

Trend 1: Scene polishing product usability

The more mature the market is, The more the right to speak returns to customers, 2018 year, More and more enterprise network disk manufacturers begin to pay attention to customer success, The general trend of the whole industry has also developed from product function orientation to usage scenario orientation. Users in specific scenarios, Pain points of problems faced, How to pass SaaS Service to solve, It has become the focus of network disk manufacturers' propaganda to users.

For example, college teachers collect students' electronic homework, report, summary; Cost list of engineering construction projects, Effective classification of construction drawings and other documents, Centralized storage and secure handover; Solve these scene pain points from the perspective of users, So that the users of the product can really use the product, Become the main direction of enterprise network disk market competition in the next stage.

Trend II: Office ecological competition pattern appears, Enterprise network disk trend PaaS turn

After a reshuffle in the market, PaaS Standardization is the inevitable direction of office document collaboration, In the process, The ecological strategies of each manufacturer may be different, For example, large manufacturers have the ability to build an office ecosystem with online disks as the entrance, Small and American manufacturers tend to become part of the ecosystem of Internet giants. But whatever the strategy, get into 2019 Years later, All manufacturers will produce, platform, Find a balance between ecology and strive for development.

Trend 3: Positive changes brought about by AI technology

Already mentioned, AI In the future, we will assist in upgrading and editing the enterprise network disk, classification, search, Information recognition ability, Bring many positive changes to the storage and management of enterprise documents. In the future, with the maturity of artificial intelligence industry technology and business, the demand for enterprise network disk function iteration will increase, Artificial intelligence technology will become an important part of the technological competition in the enterprise network disk industry. at present, Some domestic enterprise network disk manufacturers have actively applied AI to their products.