6 Ways to Deliver Excellent Customer Experience

Have you ever wondered why Ikea, world’s largest furniture retailer, continues to do much better than upmarket furniture stores? Here’s the answer: in addition to transparency and great customer service, Ikea sells practical, ready-to-assemble, Scandinavian style furniture and home accessories.
But the real secret lies somewhere else: Ikea constantly reminds its customers that it’s OK to bring back the products that did not meet its customers’ expectations. (To be more precise: according to Ikea’s policy, you can “return any product, even if you assembled it, as long as it’s in re-saleable condition”.) It is clear that a customer ranks very high on Ikea’s priority list and… makes the entire business thrive!
Such customer-centered approach has accompanied us at X-Formation from the very get-go. Ever since we started developing our great software products, our objective has always been clear: deliver value to our customers. Over 11 years we’ve understood that when our customers feel valued, they’re more likely to remain loyal. And loyal customers are our most precious asset. We know that there’s nothing unusual or unreasonable about a customer who considers each purchase of a product or service from a self-centered point of view. After all, they’re paying a price.
Our customers’ opinions have always determined our course of action at X-Formation, and today we’d like to share with you some fundamental lessons we’ve learned over the years on how to continue on an upward trajectory and make your customers feel valued. We take pride in our customer retention rate of a stunning 96% so you can trust us on the following key findings:

1. Deliver value to your customers.

Every day do as much as you can to deliver value through the experiences you create around your products and services. Build your reputation on great quality and customer-friendly, knowledgeable employees. Try to quickly and thoroughly investigate any issues your customers may have with your products. (Think about Apple — the company has built a strong reputation based on superior products and great customer service provided by its friendly employees, not special discounts and deals.)

2. Listen to your customers and be responsive to their needs.

Let your customers’ voice be heard. Enable different channels of communication with your customers and regularly review their feedback. Keep development on track with your customers’ needs so that they know that you add new features to your products, or rework old ones based on what they tell you they want and need.
We developed our X-Formation feedback page so that our customers can ask questions and suggest new features in our products whenever they want. In addition to that, our ability to roll out frequent, stable releases that solve real issues for our user community is attributable to our customer-driven development methodology.      

3. Deliver great quality products accompanied with great service.

Make sure you the products you sell to your customers have been thoroughly tested and evaluated. Deliver only quality products. Delivering simplified and personalized purchasing experience is very important, but you need to make sure you’re selling premium quality products.
Also, you should remember that when your employees are knowledgeable about the products and services you offer and put trust in the products they sell, they will handle even the most complicated transactions under challenging circumstances.

4. Remember that it’s not about the money, it’s about the customer.

We’ve learned that the total value of a customer is not about a single transaction: the real measure of customer value is about taking a long-term view of company’s relationships with customers. And we know that value must be defined from the customer’s perspective, not anyone else’s.
Customer satisfaction must come as first, everything else will follow. Make a deliberate commitment and focus on the customer. Use it to drive decisions affecting clients and employees.

5. Forget timely tips. Think Agile.

Tips abound about how to boost your productivity and do more in less time. Some of the techniques are quite obvious (write a “to do” list for each day, try multitasking, learn to say no, prioritize things, and so on), while others, such as the “Swiss cheese method” tell you that when there’s a job you really dread doing, you shouldn’t keep putting it off, but rather make “holes” in it by breaking in into smaller tasks, doing them one at a time and setting a time limit.
OK, much as we appreciate the methods, we decided to develop our own methods and workflow: at X-Formation the capacity of each team is determined per cycle (2-week sprint) and each sprint consists of a collection of to-be-performed, prioritized tasks that we put in the backlog using JIRA issue tracker.
Think of your own method. Listen to your employees, observe their working patterns and only then choose the method that will work best for them.

6. Establish great rapport with your customers.

Over many years we’ve learned that connecting to our customers on an emotional level and providing them with a unique experience by proactively anticipating what they need and expect—and exceeding those expectations every time — is the key to establishing a long-lasting relationship.
Therefore, we always strive to offer as customized and personalized customer experience as possible, even if it requires two or three of us spending lots of time on helping this one, special customer.
Remember: the more value you create, the more valuable you will become.
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A new, major release of License Statistics is out: See More, Save More

License Statistics has seen some developments lately, and today we’re proud to announce that we’ve just released a fresh, enhanced upgrade: License Statistics v4.21. The improvements made and issues addressed in this release add up to a much more stable and sophisticated product that makes it easier to manage and interpret your license usage data than ever before. Here’s a summary:
  • Renamed grids in the Dashboard for better consistency in naming: License Usage Above 24 Hours grid to Current Usage Above 24 Hours, Users Using Features On More Than One Host grid to Current Usage On Multiple Hosts and Realtime Utilization to Current Utilization.
  • Added a new, Current Usage On Multiple Hosts report to the Reports page.
  • Added a new, Current Usage Above 24 Hours report with the option for customizing the display of the results (see below).
  • Added the License Server pick list and more feature details (name, version, type) to the Expiring Features report. Furthermore, added a new chart displaying information about features expiring in the next 12 months to this report (below).
  • Renamed Realtime Borrowed Licenses report to Currently Borrowed Licenses and the Activity tab in the License Servers page to Current Usage and Realtime Usage in the Features page to Current Usage.
  • Made minor visual enhancements to Error Log.
  • Changed color of Unknown license server status for imported license servers from grey to green in the License Servers section of the Dashboard.
  • Improved user experience by linking the name of each license server in the Create/Edit License Server Group dialogs to the License Servers tab to help users quickly view report details.
  • Addressed an issue with concurrently executed queries being delayed in time and data not being gathered efficiently where a license server was querying more than 50 servers.
    On top of that, we made a couple of other fixes and improvements, so be sure to read the full release notes.
As always, we listen to you. The improvements and fixes in this release were made in direct response to customer feedback. We do our best to listen to you and incorporate as many of your suggestions and requests as possible. This interactive process is ongoing, so please continue sharing your comments to help us make License Statistics even better for you in the future.
Haven’t try License Statistics yet? Try out the online demo or download a free trial to find out how easily you can reduce business risks, cut software costs by up to 30% and much more.
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Office closed for a public holiday

Dear Customers,
Our office in Kraków will be closed on Thursday, June 4, for a public holiday. Our sales and technical staff will not be available on this day, so answers to your questions may be delayed.
Kind regards and apologies,
X-Formation Team
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License Statistics v4.20 is out!

License Statistics v4.20 is now available and includes the following important improvements:
  • Enhanced License Server Activity report with new information about License Reservations.
  • Increased user experience by significant improvements to the License Server Activity report in the License Servers page; for example, by including more information about each feature such as its version and type.
  • Dropping support for embedded 32-bit MySQL installers and introducing one universal database folder named mysql (64-bit) for both Windows and Linux.
  • A new notification slider informing about the existence of old, inconsistent data in the database.
  • New, enhanced SQL Console.
  • We’ve also made fixes in many areas, including parsers, data accuracy and report performance, so be sure to see License Statistics v4.20 Release Notes for full details.
We’d love to know what you think of our products so drop us a line.
If you haven’t used License Statistics yet, try our online demo.
If you would like a free 30-day trial of License Statistics, click here.

 

 

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A new video on generating a License Statistics report using Excel

Recently we have made a video in which we guide you through the steps of generating a License Statistics report using an Excel spreadsheet.
Knowing how to easily create a nifty graphical representation of a License Statistics report may come in handy especially if you want to quickly convert the license usage data to a visually attractive chart to get a clear picture of your license usage.
In the video we used the Usage Per User report, but you can use Excel to view any of the License Statistics reports.
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Case Study: Pemex Exploracion y Produccion uses License Statistics to explore areas for savings

About Pemex Exploracion y Produccion

PEMEX Exploracion y Produccion, part of Pemex, the Mexican state-owned petroleum company, is dedicated to the exploration and production of hydrocarbons across Mexico. Company’s main activities involve oil and natural gas exploration and exploitation, conveyance, storage in terminals, as well as first hand commercialization. PEMEX Exploracion y Produccion dominates the rankings in offshore hydrocarbons production and scores very high in crude production and crude reserves.

The Business Challenge

Before discovering License Statistics, PEMEX Exploracion y Produccion didn’t use any license management solution. However, with the increase in reserves and production of hydrocarbons, the company began to recognize the need for an efficient license monitoring software with powerful reporting capabilities that would effectively measure and manage license usage and optimize software costs.

The License Statistics Solution

PEMEX Exploracion y Produccion chose License Statistics, because X-Formation’s software monitoring tool turned out to be a flexible and adaptable solution that let them measure the volume of demand for software products to optimize investment costs. Through better planning, the company was able to stay on top of its license requirements. What PEMEX Exploracion y Produccion appreciated most about License Statistics was its ability to show license usage based on how many licenses were used for how long and the percentage of utilization for these licenses.

Summary

License Statistics proved to be a reliable technology for measuring the utilization of licenses and providing effective and precise measurement that allows to make well-informed decisions regarding software spend during the entire process in PEMEX Exploracion y Produccion. In addition, License Statistics’ pay-per-use option enables them to appropriate license costs for each of their divisions based on real license usage.
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Public holiday notice

Dear Customers,
Please be advised that our office in Krakow, Poland, will be closed on Friday, May 1st due to a public holiday. Our sales staff will be unavailable on this day, so answers to your questions may be delayed.
We’re sorry for any inconvenience this may cause, and greatly appreciate your patience.
Kind regards,
X-Formation Team
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Apologies for delayed responses

Dear Customers,
We would like to inform you that our office has been flooded with water from a broken pipe and we needed to cut off electricity in the entire building. Despite these difficulties, our sales team will remain available via phone and email, but answers to your questions may still be delayed. We hope to get the situation back under control as soon as possible.
We’re sorry for any inconvenience this may cause, and greatly appreciate your patience.
Kind regards,
X-Formation Team
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7 BIG reasons to choose License Activation Center

As we’ve already informed you on our blog, License Activation Center (LAC) can help you accelerate the growth of your company by streamlining software license creation, distribution, and activation. And today we’d like to present 7 big reasons why LAC is the best choice for ISVs that want efficiency and flexibility with their software license management. Read on…
  1. No upfront investment.
    LAC eliminates installation, administration, and maintenance requirements freeing up the large IT spend that normally goes with running self-hosted solutions. Instead, software vendors can focus on what they do best (develop software) and apply resources where they can improve their company’s bottom line most. And since there is no software or hardware to install, deployment time is reduced to a matter of minutes instead of several weeks or even months. Software vendors can start benefiting from on-demand license management almost immediately.
  2. License management and activation anytime and anywhere.
    Because LAC is delivered as SaaS and there is no software or hardware to install, deployment time is reduced to a matter of minutes instead of several weeks or even months. This allows vendors to start benefiting from license management almost immediately and at a minimal cost. And if vendors are not happy after several months of usage, they simply do not renew their subscription (that is to say if they’re not using the free version). As a cloud-based solution run from a web interface, LAC can be accessed 24/7 from any location where there is an internet connection and a web browser. As an example, see our video on activating a license using email.
  3. Fits your needs today and tomorrow.
    LAC’s flexibility allows software vendors to scale up or down and use more of the software as their needs evolve without adding infrastructure. Vendors can easily introduce more effective product and pricing models with a few simple clicks that also better suit the needs of their customers. LAC gives ISVs a clear idea of what their costs will be, allowing for more precise budget forecast than in case of on-premise software.
  4. Simple to use.
    LAC was developed to be straightforward for both software vendors and end users. Defining products, creating license orders, overall software license management, and product activation have been stripped down to a few, easy-to-follow steps anyone can understand, even without a manual.
  5. Always up-to-date and upgrade free.
    Software upgrades happen dynamically and transparently with no impact on IT resources. Vendors and end users are always using the most up-to-date version of the software with access to the latest innovations and features, without the headaches of manual upgrading.
  6. Measure results.
    LAC provides reporting capabilities that present information on exactly how many licenses were activated, for which products, and by which users. Vendors can use this information to later improve their product portfolio and open up new customer engagement opportunities.
  7. Get the complete software license management solution.
    Protect intellectual property and implement diverse licensing models with LM-X License Manager, create and manage license orders and activations with License Activation Center, and allow end users to monitor their license usage with License Statistics.
    Try LAC today and see how it can help you fully implement full automation from license order creation, to activation, to software delivery.
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Easter Public Holiday Notice

We wish to advise that our office in Kraków, Poland, will be closed on Monday 6 April due to public holidays. Our sales staff will be unavailable on this day, so answers to your questions may be delayed.
We’re sorry for any inconvenience this may cause and wish you a Happy Easter.
Kind regards,
X-Formation Team
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