case study cornerstone ondemand案例研究的基石.PDFVIP

For Infrastructure Operations Professionals September 26, 2012 Case Study: Cornerstone OnDemand Makes End User Experience The Priority For IT Operations by Eveline Oehrlich with Doug Washburn and Elizabeth Langer Why Read This Report Companies with distributed operations often struggle with managing customer experience. This report summarizes some of the major lessons learned from Cornerstone OnDemand, a cloud-based talent management company that needed to improve its customer experience. The report provides Cornerstone’s best practices for defining a centralized, comprehensive strategy for performance management that allowed the firm’s IT operations team to spend less time troubleshooting and restoring applications used by its end customers and less time trying to recreate the problems in order to understand them. These best practices helped Cornerstone OnDemand’s broader IT organization shift from a reactive to proactive mode and improve how service performance is delivered with a consistent end user experience. SITUATION: POOR APPLICATION PERFORMANCE HURT CUSTOMER EXPERIENCE Cornerstone OnDemand (Nasdaq:CSOD) is a global leader of cloud-based talent management software solutions. Approximately 9.4 million users across 180 countries rely on Cornerstone to maximize their potential, develop their skills, and foster new levels of collaboration. Cornerstone empowers some of the world’s leading organizations, such as Starwood Hotels Resorts, The Neiman Marcus Group, Save the Children, Turner Broadcasting System, Virgin Media, and Pinkberry, to engage their workforces and leverage people performance for greater business results. The business challenge Cornerstone faced, as reported by the business teams, was poor and inconsistent performance of customer-facing applications such as training and workforce development solutions. These teams were frustrated with IT operations’ inability to see and quickly resolve end user experience problems. Specifically, end users would