Cloud Computing Leaders: Google, Microsoft, and ACS

The “cloud” is a popular topic in IT circles. So we decided to examine how much it will affect companies and how prepared technology vendors are to satisfy those changing customer demands. During January 2012, we asked 800 IT professionals from companies with at least $500 million in annual revenues two questions about cloud computing:

  • Cloud importance: To what degree will the shift to cloud computing influence your company’s IT strategy over the next three years? (Note: 79% of IT professionals say it will have a significant influence)
  • Cloud capabilities: Given your company’s plans for cloud computing, how would you rate the cloud computing capabilities of the IT vendors that you interact with compared with where they need to be?

To fully understand how prepared tech vendors are to meet their client’s changing IT needs for cloud computing, Temkin Group created the Cloud Readiness Index (CRI), a measure of where vendors are in their cloud capabilities compared with the needs of their customers. The CRI takes the cloud importance results and divides it by the cloud capability results as follows:

Here is the Cloud Readiness Index data for 60 tech vendors. Google, Microsoft’s business applications, and ACS are on top of 15 tech vendors in the “leading” category. At the other end of the spectrum, Autodesk, Check Point, and CGI are on the bottom of 25 tech vendors in the “lagging” category.
You can download the data from this post in an Excel spreadsheet for $195. The file includes detailed data for the Cloud Readiness Index as well as details for Cloud Importance and Cloud Capabilities. The spreadsheet includes the data for the 60 tech vendors listed in this post as well as for 28 other tech vendors with smaller sample sizes.

 The bottom line: Tech vendors need to meet their client’s cloud needs

About Bruce Temkin
I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, marketing, interaction design, customer service, and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

3 Responses to Cloud Computing Leaders: Google, Microsoft, and ACS

  1. Steve says:

    I respectfully disagree with your ratings of Microsoft. Their Assure customer service is non-existtent.

    For my personal (home) use, I have been treated worse than a criminal by Microsoft Customer Support and their Executive team once I escalated. My details are at http://www.myrantsandraves.com/

    I have gotten nowhere after (literally) 20 years of being a loyal customer.

    Thanks,

    Steve

    • Bruce Temkin says:

      Steve: Thanks for sharing your thoughts. This research, which examines feedback on cloud computing from IT professionals at large companies, is not related in any way to Microsoft’s personal/home service.

      • Steve says:

        I also have experience with a corporate account with Assure. Their service is no better. I have been a loyal fan of Microsoft since DOS 3.0. The last three months have certainly changed that.

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