Flipping the company to subscription models was a given, but darn the company is doing a terrible job of putting in the right infrastructure and processes for executing and delivering. Every single one of the processes, packaging, portals, etc is a mess of confusion and disorganization. Much of this occurs before the customer even gets their hands on stuff that will be equally impossible to really use. The next few years look like they will be absolutely miserable for customers and those who have to try and make these bags of cr@p work. One thing is for sure is that the ELT is severely in over their heads.
5 replies (most recent on top)
Paying for services by invoice still is barely better today than emailed Excel spreadsheets after printing to PDF. And any customer that uses our credits system is likely to cause a VMware internal comp process escalation for at least one sales team every quarter. I bet we are still paying for more operations staff people to keep passing around the virtual paperwork by email and to manually sort out booking and accounting than to actually implement SAP and SaaS
The problem with expecting customers to use credit cards to pay for enterprise level software was raised in 2017 (yes, 5 years ago). Refused to change it, took months to enable credits to be placed in the account to bypass the credit card requirement. Then another 6-12 months to enable pay by invoice which is what enterprise customers wanted in the first place. Can't tell you how many cycles still spent by teams to try to make this work across multiple BUs, different portfolio reqs. Customers put up with it because their sales rep and/or BU teams help them navigate. Not sustainable and not true SaaS.
ELT executive leadership team
Did you know that customers can't just pay with a credit card. VMware puts customers through months of aggravation to get signed up to buy products. It's a wonder that anyone does it. It's so confounded that many people at VMware don't know how it works.
ELT?