The Qlik Customer Relationship Survey went out in November 2019 and since then the VoC team has been working hard in making the most of your voice. We’ve read through thousands of comments. Several times. We’ve closed the loop with those that asked for a follow-up. We’ve identified main themes from your feedback and visualized it all in a beautiful Qlik Sense application (of course). And we’ve presented your voices back to Qlik’s Leadership team.
To all of you that took the Customer Relationship Survey: THANK YOU! You’re helping us to shape Qlik into the company you want it to be.
A VoC success story
Let’s back up a bit. The 2018 Customer Relationship Survey received a lot of hype at Qlik where departments reached out to the VoC Team to learn more about how they can include the voice of the customer deeper into what they do.Especially Fabrice Dreneau, the Vice President of Customer Success Management (CSM), was a passionate fan of VoC and closely monitored all types of survey responses from CSM Accounts. He used VoC as an input channel to shape the CSM organization to what it is today. Truly maintaining the “outside-in” mindset I’ve mentioned so many times before.
For example the CSMs Adam Jennings (Qlik EMEA) and Joseph Hale (Qlik Americas) have set new high standards of displaying customer centricity when working with their accounts.They put their customers’ best interest in the center of everything they do and align their customers’ business needs with Qlik’s capability to meet them. They maintain an open partnership with their accounts and continuously ask for feedback, act on it and then close the feedback-loop – a trait that has made them greatly appreciated among their customers.
As an example, one of Joe's customers provide guided embedded analytics solutions. While the user experience was great, the users wanted more control to ask additional questions. Typically they would export the data and explore in Excel. By understanding that sentiment, Joe recommended Qlik's Natural Language Processing to unlock analytics for more types of users in a self-service fashion improving productivity and allowing the customer to win new business. Joe and the customer are now innovating with Qlik’s Natural Language Understanding working directly with Qlik R&D and their Qlik Customer Success Engineer.
I asked Adam what mantra he works by and he said:
“I am never satisfied until my customers are willing to tell other people how good we are. If they're not doing that, I have - in my eyes - not done a good enough job.”
When we asked you again in the 2019 Customer Relationship Survey to tell us about your Qlik journey, customers with a CSM showed a spectacular increase in their Net Promoter Score by 19 points (!!!). Listening pays off.
The story doesn’t end here
We kicked off 2020 with the launch of Qlik Signature Success, which is Qlik’s personalized and prescriptive path to success with all-inclusive, always-on strategic services. Plus we launched the industry’s first Data Literacy Consulting Service to empower your organization to unleash your data potential. Two answers to customers giving us feedback on their onboarding and adoption experience and their unique challenges along the way.
We continue to be in close collaboration with not only the CSMs and Product Management but all departments at Qlik to see how we can build out our feedback loops connecting you, our customers, with the heartbeat of Qlik.Keep the feedback coming, we listen and we act.
All the best-Mattias
Want to learn more about Qlik Signature Success and Data Literacy Consulting Service? Check outthis blog post.
Read more from our own James Fisher on these exciting enhancements to our customer success portfolio:
A new addition to our Customer Success portfolio, the Customer Success Engineer (CSE) is designed to be your go-to-expert who will work with you to understand your ecosystem and requirements, and leverage these insights, together with advanced technical know-how to identify potential roadblocks and preemptively mitigate issues. In addition, they will proactively engage with you and your team to share advice and best practices so that you can maximize the latest technology capabilities and advancements.
Read Adam Ciperski's brand new blog to learn more. You can also check out the attached data sheet for more information.
While the importance of a working VoC program is obvious to the majority of people I talk to, one statement I make always seems to make them think twice. I say: “Don’t ask questions in areas where you are not willing to change.” If for some reason, you’re not prepared to take the feedback and improve on the spotlighted areas, then don’t even ask to begin with. I’m sometimes met with initial silence, but everyone ultimately stands behind the statement that we don’t want to waste our customers’ time for no reason.
We ask to improve
We are eager to change, adopt and strive to be the best. In acknowledging that I’m not the smartest person in the room that sit on all the answers, I turn to our customers to tell me where we should improve and focus our initiatives to add even more value to their investments. We then use customer feedback to weigh in as a baseline for recommendations to the different departments within the company (Support, Product Roadmap, finance etc.).
Just last month we had an opportunity to collaborate with a company called Medair for a survey regarding the Qlik Sense Business Free Trial. That meant that for each completed survey Qlik donated money to Medair, which ended up in a total of $2000 USD. Not only did we have the opportunity to help people, but we also got great insights on the Qlik Sense Business Free Trial experience at the same time. These insights helped us improve the offering to our customers. A couple of examples of improvements are:
Improvements on the ease of Extending your Trial period.
We bumped the inclusion of the Dropbox Connector offering (will now be live in the November release, keep an eye on the Product Innovation Blog for an upcoming announcement)
Continued focus on the “Getting started” material.
Today we’re launching the Customer Relationship Survey that goes out to a large number of customers. The responses we receive from this survey helps us benchmark us against the industry and will hopefully spotlight areas where we can still improve and do better. If you’re to receive this survey I would very much urge you to provide your candid and honest feedback. I personally read all comments and there is a huge interest within all departments of Qlik to know more about what our customers say about us. An interest I can promise you goes all the way up to the very top of the company.
Don’t be a stranger, come back and visit me again soon. And be sure to subscribe to the Customer Success Blog so you won’t miss a post by myself or one of my colleagues within the Customer Success organization.
Thanks for reading!-Mattias
“Asking is only the beginning”
A common misconception when conducting a “Voice of the Customer”-program is the notion of asking and listening to feedback, which only covers half the equation. The key to success, is to drive action and communicate what you as a vendor has done to improve the customer experience.
We have adopted the below process at Qlik.
Ask customers to provide feedback on the desired area you want to impact.
Use Qlik Sense to get the metrics to the sentiment, and review the “survey gold” (the comments, remember?) for sentiment and context.
Extract areas we need to impact both short- and long term and discuss with responsible teams to develop a strategy to drive change.
Track & Communicate
Track the improvements and outcomes and be sure to close the feedback-loop with the public and in particular the people that provided us with the feedback.
I will dive further into each of these areas in separate blog posts going forward.
Let your customers define perfection
Qlik has been acting on customer feedback since the inception of the company, and many of the features you see in the product today can be directly derived from customer feedback. The issue has been, at times, that we’ve been too focused on developing our products and offerings that the communication back to customers have been lacking. I have good news for you: We’re going to change that now.
A few weeks back I presented on the topic “Why the Voice of the Customer should be your best friend” during an internal event here at Qlik. The mantra I tried to convey was “Let our customers define perfection” and I still notice the ripple effect, this topic was close to people’s hearts. There is a fantastic read on this topic that I think everyone should read. It tells a tale of two companies with two very different mindsets; and how they went about launching their new car models. You can find ithere.
Asking is only the beginning, and soon I’ll be asking again.
Our annual Customer Relationship Survey is scheduled to go live shortly. This is the most exciting time of the year for me and the team. When you receive it, please take 5-10 minutes and fill out your candid feedback. It’s my personal commitment that you that I will read each and every comment and you can trust that your feedback will be read, shown and shared across the different departments at Qlik. And then the exciting stuff happens… But more on that in another blog down the line. Be sure to Subscribe to the Customer Success Blog so you'll never miss news and updates from me and the team.
Have a great day and thanks for reading!-Mattias
Hello!As this is my very first post in this Customer Success area, I’ll keep it short and sweet.
My name is Mattias Malré. I live in Lund, Sweden and have been with Qlik since 2013.
I am working in the Customer Success organization at Qlik as the Global Voice of the Customer Manager. In this role I am capturing your feedback and turn it into actionable items.
One of my tasks is to conduct the annual Qlik Customer Relationship Survey. It goes out to thousands of people and gives us an indication of how we’re doing in areas like our products, services and our customers’ overall satisfaction with us. Furthermore the survey comments (also called the “Survey Gold” among us survey nerds) spotlight areas where we need to focus more attention to improve.
“Asking is only the beginning” – This is the mantra I live (well, “work”) by. Once we get the feedback we need to react to it, inform the different departments and drive improvements to ultimately make your happier. And then also tell you about the cool things that happened thanks to your sentiment.
This blog will showcase our Voice of the Customer strategy, both long and short term and how we work to manage all aspects of the feedback we receive to drive change.
I will personally post new content, but I’ll also invite other colleges within the Customer Success organization to contribute to this blog space.
Have a great day, it was nice to meet you.