At Sitecore, we’ve introduced a new value improvement program to measure customer experience and collect insights from you to help guide our future roadmap. Here’s how we are putting feedback we’ve received into action.

More product documentation

You told us: You would like to have more comprehensive documentation.
We listened: We have focused on improving the documentation and resources on our products.

How Sitecore is taking action:

  • We are Hiring! Sitecore has received feedback from you about wanting more documentation and has invested in hiring an additional writer.
  • We recently added a Japanese version of the documentation for Sitecore Experience Platform (XP) and Sitecore Content Hub (CH).
  • We’ve improved and expanded the documentation for JSS, and have integrated this with the rest of the Sitecore documentation.
  • We’ve made focused improvements to the documentation for Sitecore Digital Asset Management (DAM) and will be moving on to the documentation for Sitecore Content Marketing Platform (CMP) next.
  • The Sitecore documentation site is now a one-stop shop for documentation for all our products, including for the recent acquisitions. Over time, the documentation for the acquisitions will become even more tightly integrated with the rest of the Sitecore docs.

Support improvements

You told us: We would like to have more support from your technical support team.
We listened: We increased our support team members to provide you with increased responsivity

How Sitecore is taking action:

  • We have recently increased the number of our support representatives to provide better response time and higher quality calls.
  • We are continuously investing time and effort to educate and coach our support representatives.

New orientation program

You told us: Onboarding and navigating the Sitecore world can be challenging.
We listened: We recently launched an orientation program designed to give you all the information you need to be successful.

How Sitecore is taking action:

  • Our orientation program assigns a dedicated customer success resource who steps you through an introduction to the Sitecore ecosystem, spanning across our product suite. This includes access to:
    • Training
    • Support policies
    • Professional services offerings
    • Webinar and events
  • We have also improved processes for communicating program availability through customer success introductory calls and have updated quick reference cards for easier access to resources.

Better performance

You told us: Visibility into performance and results are key to your implementation success.
We listened: Increasing performance metrics and enhancing transparency is now a focus item for our product team.

How Sitecore is taking action:

  • We focused our work on improving performance for our version 10.0 and 10.1 of XP.
  • We focused on improving the tracking and Sitecore xConnect layer to increase throughput and reduce utilization. Having focused extensively on thread management, performance results have improved on our latest versions.

About the Author
Bringing more than 20 years of experience in the software industry, Lee Miles leads Sitecore’s customer success initiatives, support, services, knowledge, and learning as well as a newly created renewals team. Follow him on LinkedIn.