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Customer experience: a 360-degree customer-first approach

Customer experience (CX) is at the center of everything NetApp does. It's the linchpin for enabling customer success, and a vital component of our business and strategy. With our 360-degree CX approach to managing your mission-critical business needs, we can provide a simple and consistent data-driven experience—whether in the cloud, on premises, or in hybrid environments.

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The NetApp CX difference

Delivering data-driven insights throughout your journey

We help you drive the innovation and scalability of a modern cloud experience, while ensuring your own customers' success. You will be in good hands with other forward-thinking companies that choose us for our proven history of successfully delivering solutions for mission-critical projects and workloads.

From technology adoption to advocacy, we're able to deliver actionable insights throughout your experience, in addition to careful data stewardship and simplified data management. And we do all this while constantly adhering to our deeply-held belief that your customer experience and satisfaction with us is at the center of everything we do.

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NetApp is a standout example of a technology company wholeheartedly committing to CX as a cultural and operating imperative. There is much that all corporations can learn from its experiences and innovative approach to building its CX capabilities into a significant strategic competitive advantage.

Gerry Brown, research director, IDC European CX

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Customer experience: the big picture

Surveys and interviews are just the beginning. A great CX requires massive amounts of data to create a comprehensive view that provides the most detailed—and therefore insightful—view of customers and the best ways to continually improve.

A Net Promoter score is helpful, but we factor in so much more when measuring customer experience. We use multiple enterprisewide CX programs, customer experience communities, advisory boards, and panels to fully understand the customer's perspective.

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Cloud Manager

A centralized control plane to manage, monitor, and automate data in hybrid-cloud environments, offering an integrated experience of NetApp Cloud Data Services.

ActiveIQ

The NetApp Active IQ® Digital Advisor helps you reduce risk and get the most out of your NetApp storage through expert guidance and actionable insights.

Cloud Insights

Optimize the security and performance of your resources by discovering operational blindspots and budget inefficiencies.

A simplified CX makes all the difference

We deliver tangible, operational benefits—regardless of your IT role and skill level—from initial deployment to managing workloads without disruptions. Partnering with NetApp:

  • Empowers you with greater access to actionable, proactive data intelligence
  • Automatically corrects and resolves issues with minimal action on your part
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Simplicity365

Helps your front-line IT staff save time. Get continuous availability in under four steps, provisioning in just minutes, and database cloning in less than 5 minutes.

SupportEdge

Comprehensive digital support built on a winning combination of live, cloud, and digital resources featuring the Elio digital support assistant.

Keystone

Increased financial flexibility thanks to payment, subscription, and usage-based services, all built on a seamless hybrid experience.

Maximizing customer value at every point

We've got our customers' backs, sides, and fronts.  By using telemetry data and AI to continuously gain new insights, we create prescriptive guidance, and automated actions. We also use those data insights to improve our product, support and service offerings.

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Customer journey satisfaction

    • 84%

    • Average of end-to-end customer journey map satisfaction

    • 88%

    • Average simplicity score for “ease of doing business” with NetApp, its products, and NetApp’s support services

    • 82%

    • Customers who see NetApp as a “strategic business partner” for growth and success

Don't just take our word for it

See what our customers have to say and how NetApp’s customer experience enables their success.

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2020 was a phenomenal year, with achieving cost savings, but also on the other side with important new business capabilities. Millions in savings but also millions of growth, based on the Azure NetApp Files environment.

Reinhard Meister, CEO and President, CONA Services

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On the migration day, it took maybe one hour—and we had all our files safe on Google Cloud. NetApp XCP is amazing. No other data mover tool in the market can achieve that. And we tried a bunch of them.

Nikola Milojević, CTO, MailerLite

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We will have one provider, one operating model, one unified architecture. It helps automate, so overall basically complexity goes down significantly for us.

Rohit Agrawal, Global Head of Cloud and Data Center, Siemens Healthineers

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With the addition of nexuzhealth and the growth that we anticipate, availability is even more important than before, and that's where Data ONTAP is very important for us.

Reinoud Reynders IT Manager, Infrastructure and Operations, UZ Leuven

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Sometimes it’s ok to brag

NetApp is setting new industry benchmarks and winning accolades in the process. We’re empowering customers to rethink the future, embrace cloud, and get the most out of their data with a foundation to store, manage, and protect it anywhere.

Putting the customer at the center

Learn more about why a commitment to a superior CX has helped establish us in the industry as a digital native and well-adapted to a XaaS model.

Gartner ®, Customer Experience in an ‘As-a-Service’ Model: A Top Supply Chain Trend for 2022, KC Quah, 11 January 2022 GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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NetApp Wins Microsoft’s Global Customer Experience Partner of the Year Award

“The feedback highlighted that our teams were genuinely interested in solving business problems and focused always on doing what is right to ensure our customers get exactly what they need, from technology through to budget considerations.”

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Award-winning Digital Support

Our Digital Support team is maniacally focused on users and the user experience that we deliver every day. This customer-centric focus has helped the NetApp Support Site (NSS) earn industry recognition as a 2018, 2019, and 2020 Association of Support Professionals Top 10 Award winner in the large company category, as well as 2019, 2020, and 2021 Stevie Award winner in Customer Service and Contact Center Achievement Category.

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NetApp Insights to Action (I2A) community

This lively forum provides opportunities for those with a NetApp SSO account to provide feedback on topics they're interested in. Earn points and redeem for awesome rewards while interacting with other customers.

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NetApp Keystone

Spend less cash upfront with NetApp Keystone, a portfolio of flexible payment solutions and cloud storage services that minimizes costs.

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Contact Sales

No matter which solutions, products, or services you're interested in, we'd love to help you find the right fit.

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