About TSIA
Senior Leadership
Research Team
Advisory Board
Partner with TSIA
Diversity, Equity, and Inclusion
TSIA Giving Program
Customer Growth and Renewal
Customer Success
Education Services
Expand Selling
Field Services
Managed Services
Professional Services
Service Offer Management
Subscription Sales
Support Services
XaaS Channel Optimization
XaaS Product Management
Membership
Pricing
Advisory Services
XaaS Speaking Engagements
STAR Awards
Become a Member
Resource Library
Webinars
TSIA Blog
Podcast
Research Polls
TSIA Books
Digital Transformation
COVID-19 Resource Center
Why TSIA
Our Data
Our Community
Outcomes
CONFERENCE
BLOG
If you believe you are seeing this message in error, please let us know.
Ask about TSIA membership to access.
Already a TSIA Member? Sign In.
Transforming Support from a Cost Center to an Adoption Engine. Many support leaders recognize that their teams, and the frequent contact they have with customers, could be the best tool their organization has to drive adoption and renewal, yet they struggle to be seen as anything more than a cost center. Focusing on improving operational efficiency through traditional metrics like time to resolution and case deflection only reinforce the “support-as-a-cost" mentality that leads to further budget cuts and more pressure on efficiency. At Qlik, we are taking a different approach: transforming support into an adoption engine directly tied to renewals. In this session, we’ll share our vision, our journey, what is working (and what hasn’t), key strategies, and the data-driven story we share with our leadership. Our goal is to present a model that you can adapt for your organization and get you started on your own transformation. Sponsored by SupportLogic.
Presented By:
VP, Customer Engagement and Support, Qlik
Director, Onboarding and Adoption, Qlik
Director, SaaS and Digital Support, Qlik
Publish Date: May 5, 2021
TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.
Peg Rodarmel, SVP, Subscription Services, Infor