Netezza Corporation
Company: Netezza Corporation, Marlboro, MA
Company Description: Netezza (NYSE: NZ) is the global leader in data warehouse and analytic appliances that dramatically simplify high-performance analytics for business users across the extended enterprise, delivering significant competitive and operational advantage in today’s information-intensive marketplaces.
Nomination Category: Support Categories
Nomination Sub Category: Support Team of the Year
Nomination Title: Netezza Technical Account Management Team
Tell the story about what this nominated team achieved since January 1 2009 (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
Netezza’s Technical Account Management (TAM) team is unique. Initially formed
to work at strategic Netezza accounts or act as smoke jumpers at accounts
experiencing critical problems, TAM was regionalized two years ago and
chartered to implement an NZLaunch Program – working onsite with new customers
to help them through initial implementation pratfalls and move them quickly
into production. The most unique aspect of TAM support is that it is included
as part of the Netezza Support contract – there are no extra charges for many
services that our competitors would consider professional services.
"Netezza is still the most responsive vendor I have worked with in my 25 years
in IT." – 2009 Omega TAM Survey
Last fiscal year (ending January 31st, 2010) was the first full year of the new
strategy, and the results were outstanding.
In a tough economic environment, customers saw the value proposition of Netezza
Customer Support and renewal rates held steady at 96% (11 to 9 percentage
points higher than average rates for other enterprise S/W and H/W companies).
Support revenues grew 33% to $53.7M and gross support Gross Margin% was 77% for
the 2nd consecutive year. Bob Martin’s TAM Team contributed to this success –
there are documented cases of customers who were considering not renewing, but
renewed based on TAM services received.
"Tushar gives us excellent support. He is always there with suggestions and
the very appreciated solution." - 2009 Omega TAM Survey
TAM won an Omega NorthFace Award for Customer Satisfaction for the 2nd year in
a row, and achieved world-class CSAT and loyalty scores –
• Customer Satisfaction 99.1%
• Customer Very Satisfied rating 80.9%
• Net Promoter/Advocacy 56.3%
The NorthFace Award is the only major support customer satisfaction award based
solely on customer satisfaction surveys.
"Saddy has been an excellent resource in helping us implement very fast." –
2009 Omega TAM Survey
TAM increased account coverage by 77% and the TAM NZLaunch onsite customer
program helped (or is helping) 60 new customers move quickly into production,
while significantly reducing support calls at these new accounts. Results to
date show that incident rates for NZLaunch customers in five business verticals
measured are considerably lower than incident rates for pre-NZLaunch customers
in the same business verticals.
• Retail/CPG – 41.9% incident reduction
• Telco – 76% incident reduction
• Health/Life Sciences – 27.4% incident reduction
• Digital Media – 54.9% incident reduction
• Financial services – 45.9% incident reduction
"Our TAM is an utter professional and goes above and beyond his call to ensure
we get quality service. He represents Netezza in the way I believe they want
to be viewed." – 2009 Omega TAM Survey
Nowhere was TAM’s positive impact on Netezza’s business more evident than in
the customer feedback from Netezza’s last Relationship Survey of the high level
customer contacts that our TAMs and Sales Teams work with. 77% of the
contacts said that Netezza was better than any other data warehousing company
that they had done business with – 59% of the comments on the survey stated
that Support was the reason Netezza was better.
"The services provided by our TAM are better than what we get from Microsoft or
HP. We are very happy with this relationship and hope that Netezza continues
to allow TAMs to provide the same level of service in the future." – 2009 Omega
TAM Survey
List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:
http://www.netezza.com/support/staff.aspx?
itemCode=4Td3Z9aNBaznCo07SLS2345AHc07SLS2345AHAb49g6239EQ90L6239EQ90L&v=23
http://thestevies.com/ABA10Attachments/Netezza/ABASpecial.ppt
Provide a brief (up to 100 words) biography about the leader(s) of the nominated team:
Director of Technical Account Management and Educational Services Bob Martin
came to Netezza only two years ago, but hit the road running with the
successful planning, implementation, and execution of the Regional TAM Strategy
and the NZLaunch Program for new customers – both have driven immediate
positive results. Before coming to Netezza, Bob had 15 years of pre and post
sales technical support management experience. Bob has a BA from the
University of New Hampshire and an MBA from Boston College.