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Conference Presentation

How to Reinvent Customer Support to Become an Engine for Customer Adoption (sponsored by SupportLogic)

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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:

Daniel Coullet

VP, Customer Engagement and Support, Qlik

Courtney Cromley

Director, Onboarding and Adoption, Qlik

Patrick Quinlan

Director, SaaS and Digital Support, Qlik

Publish Date: May 5, 2021

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