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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