Every year, QlikTech executes several strategic initiatives. These are cross-functional programs that are funded out of a special budget and are blessed with executive sponsorship from the highest levels of the organization. An example of a QlikTech strategic initiative is QlikMarket, which we launched last year. One of QlikTech’s strategic initiatives for 2013 is called Customer Success.
This initiative is very exciting for me on a couple of levels:
Focusing on the customer first is mandatory. Based on recent research from Temkin Group, most B2B (business to business) companies – whether they are in technology, financial services, aerospace and defense, or any other industry – are still mastering the basics of customer experience.* If in your role at work you deal with people from other companies, you probably see evidence of this yourself. But we live in a world where business customers have high expectations, often set by what they’re used to getting as consumers. B2C companies know that customer experience drives business loyalty. In my personal view, the software companies that will be around in 15 years are the ones that deliver a fabulous customer experience.
Your success is my passion. After more than 2½ years in QlikTech’s product marketing group, I have moved into a new role at QlikTech heading up a function called Customer Advocacy. The Customer Advocacy team is focused on measurement and accountability. As you might expect for a company that makes analytics software, we are firm believers that what you can’t measure, you don’t do. So we are launching quarterly customer relationship surveys and putting processes in place to act on your input. We expect the first survey to launch in May. If you see one come your way, please take a few moments to share your open and straightforward feedback with us.
So the focus of my posts here on the Business Discovery Blog will change. Rather than writing about Business Discovery and trends in the BI market, I look forward to sharing updates with you about the Customer Success initiative. Stay tuned.
* See “Best Practices in B2B Customer Experience,” Temkin Group, April 2013 (by subscription or for purchase).