Our purpose in Citrix Customer Success is to empower you to reach your business goals and unlock the value in your Citrix investments faster. It’s with this purpose in mind that we are launching new Customer Success Services (CSS) packages, built for the subscription-era and designed to complement our new digital workspace solutions.
You can learn more about the general availability of the new Citrix digital workspace solutions in this blog post. We will focus here on how our new CSS packages will help accelerate your digital transformation journeys, improve your employee experience, and empower your business outcomes.
Whether you’re on a cloud transformation journey or trying to support your team to work from anywhere, the path to success in an increasingly hybrid world has changed. And there isn’t a one-size-fits all approach. Meeting you where you are in your digital transformation journey meant we needed to redefine some of our support and success services. Our new CSS packages for Citrix digital workspace subscriptions are purposely designed to help you advance your transformation goals and overcome obstacles, whether you are operating in the cloud, on-premises, or anywhere in between.
Enhancing Customer Success Services
As we began this path to change, we took a customer-centric approach and spoke to thousands of customers about their digital transformation journeys. Designed with you and for you, we created a set of packages focused on three strategic outcomes:
- Empower your transformation journey
- Accelerate value realization
- Maximize your employee experience
For our digital workspace subscription customers, including SaaS and On-Prem Term, CSS is moving from the current three-level packaging to a four-level packaging approach. More specifically, we will release two new packages — Core, which will be embedded in your license purchase and replace Select, and Advanced, a new premium-level package. Priority and Priority Plus will continue to be available and now include the New Core and Advanced benefits.
- CSS Core (New!): This new package is embedded in the license subscription and replaces Select. Core offers on-demand access to a suite of ever-improving tools and resources that grow and adapt to how your Citrix environment evolves.
- CSS Advanced (New!): This new premium package is a comprehensive and ever-evolving toolset for Citrix subscription customers to proactively create business value with your Citrix solutions while accelerating your ability to support hybrid work.
- CSS Priority and Priority Plus: These existing premium packages will continue to be available, and customers with subscription licenses will automatically receive all the benefits of Core and Advanced in addition to the existing features.
Citrix remains committed to supporting all of our customers. If you are an existing Citrix Virtual Apps and Desktops subscription customer (SaaS and/or On-Prem Term) with CSS Select, great news, you will be seamlessly transitioned into the Core package and receive the new functionality as part of your existing subscription. For our customers with active perpetual CSS, there are no changes — you may continue to renew your Select, Priority, or Priority Plus agreement.
Whichever program you choose, the centerpiece of this new era of CSS for Subscription is an ever-evolving suite of on-demand tools and resources, delivered through the newly redesigned Citrix Success Center.
Note: Subscription customers with custom Select contracts will move to CSS Core at their next renewal event but can elect to be migrated ahead of this date by contacting Customer Service.
Empowering Outcomes and Customer Choice
Our new CSS packages will help you unlock the full potential of your Citrix digital workspace subscriptions and turn your boldest objectives into your most successful business outcomes. Let’s take a closer look at how your Customer Success team helps you get the most value from your Citrix solutions with four levels of service.
Core customers receive access to on-demand support and success resources to ensure maximum solution value, including:
- Success planning to create, execute, and optimize high-value technical and project outcomes
- Robust self-paced training to empower your technical teams
- Resources to improve your user experience and drive employee awareness, enablement, and advocacy
- Best-practices, templates, and tools for successful cloud migration
- On-demand support resources to ensure your solution always delivers maximum value — whatever the circumstances
Advanced customers receive all the above Core resources and new capabilities to fast-track digital workspace transformations, including:
- Business value maximization tools to ensure your Citrix solution is delivering the maximum value alongside your desired objectives
- Advanced self-paced training and live labs to empower your technical teams
- Environment optimization assessment tool, designed and guided by Citrix Consultants, to validate and improve configuration decisions
Priority and Priority Plus customers will automatically receive all the benefits of Core and Advanced, plus the elite feature set, including:
- Assigned technical account management to understand your business objectives and ensure optimization of your Citrix solutions
- Success planning tools and resources to create a personalized plan, and ultimately to help you realize the full value of your digital workspace
- Priority Queue with direct access to Priority Support Engineers for faster issue resolution
- Customizable add-on packages aligned to your business objectives, with a team of Citrix experts focused on your success
Your Next Steps for Success
Over the next few days, you will start receiving notifications on how to get started with your new product and CSS capabilities. We redesigned our Citrix digital workspace and complementary CSS packages based on your direct feedback and input and look forward to extending these new capabilities to you.
Here’s where you can go next to discover more or speak with one of our experts:
- Subscription customers can begin exploring your new benefits right away by going to the Citrix Success Center.
- Talk with one of our specialists about these new CSS packages or upgrade to Advanced, Priority, or Priority Plus. Contact us.
- Additionally, if you’d like to dive deeper into any of our Customer Success Services offerings, you can explore the full portfolio here.
Thank you for choosing Citrix as your technology partner! When you invest in Citrix solutions, our Customer Success teams invest in you. On behalf of your entire Citrix Customer Success team and dedicated partners, we look forward to uniting with you to meet your digital workspace goals.
