Getting what you want may not be the same as getting what you need. A few years back, a customer expressed a wish: “I wish the windows of all the applications I regularly use to open with a single click”. The expression smacked of desperation. We were convinced that configuring a single button to open up all the application windows would create chaos on the customer desktop. A little thought convinced us that we could best serve their needs by creating a dashboard that would give the user access to applications that are regularly used. The expression of “the want” obviously did not equate to a definition of “the need”.
The reality is that customers expect to gain plenty from cloud backup and cloud computing. But, giving customers what they want may not really be enough. Cloud backup and recovery service providers must have the capacity to define the want in terms of the “need” and deliver the right product for the right job. Product design must be directed towards building products that are resource effective and help the customer get value and not mere satisfaction.
Customers should look for cloud backup and recovery products that deliver to their needs and not wants. The application should be simple to install, easy to use and must be a best fit for the enterprise. While self service should be the default, excellent service levels must be a given.
Other features that may add value to the product will be component commonality, modularity and universality. What do all these terms mean? Component commonality in context refers to an assortment of variants that have been built into the application. This is very critical for customization options that can be exercised by customers. They can find the right mix and match of components to cater to their specific needs. Cloud backup service providers too will benefit as they can attract more customers and retain them. Modularity is the degree to which the components of the application can be separated or added. This feature will allow customers to subscribe to only those features that they think are essential for their organization’s computing needs and exclude those that do not directly or indirectly add value. Universality is the degree to which the cloud application is platform independent and the data stored in the cloud via the cloud software is capable of being ported across applications.