The Qlik Summer School Webinar Series has started. During three weeks Qlik Tech is offering a series of webinars full of tips and tricks that can be useful to leverage your organization's data analytics. Each week is focused on a specific area, week one was dedicated to new products, week two is focused on best practices, and during week three we will know more about current products. So, as a data fan, I decided to attend to all webinars held on week two and three. We are in week two now, and I'm sharing my takeaways from each session, hoping that you find this information helpful.
Session one was about the customer success program, the session was held by Jason Richardson, Customer Success Director. The customer success program is focused on help users to leverage their data capabilities, and it consist of five key phases:
Align
Align
Align your Qlik applications to business objectives, and the best way to do it is through the Baseline Workshop. This workshops concentrate on understanding the business, its key objectives, and where it is in terms of maturity through four main areas or pillars:
The first pillar looks for those projects that could add value to the business and define roles and responsibilities to support them.
In the process area, Jason suggested to elaborate an "Application Roadmap". The roadmap helps to get the big picture of what's going on with the business and what applications are coming down the line. This is important because it helps you to evaluate if current or future projects are high value and aligned with the business objectives, and how prepared is the customer in terms of infrastructure and people.
The technology pilar focus on assessing if current infrastructure and systems are in place and ready.
Finally, the data pilar aims to define who's responsible of the data. One key advice from Jason in this topic is to look for those common sources that can be used to provide information to broader audiences. Sometimes, customers have a tremendous amounts of redundancy with a lot of QVDs containing the same information, in consequence poor utilization of infrastructure and processing capacity.
Plan
Once you know where's the customer, the next step is elaborate a maturity map. The maturity map helps to understand how and where the customer fits in the "Customer Journey". This map focus on five key areas: Evaluate, onboard, establish, expand and optimize. And each of this areas will be defined based on the level of maturity.
Next, define the success plan. This plan should focus on key goals (aligned to business objectives) for the next 3, 6, 9, 12 months at most. Also, it should action items to minimize risks.
Enablement
Encourages the follow up of best practices.
Monitoring
Monitoring aims to measure how we're doing. At this point we should have an idea about how a healthy customer looks like and use this information as a baseline to monitor progess and determine if we're going in the right way. Net Promoter Score surveys can be used to determine how we're doing and how we can solve problems in a better way for instance:
In the process area, Jason suggested to elaborate an "Application Roadmap". The roadmap helps to get the big picture of what's going on with the business and what applications are coming down the line. This is important because it helps you to evaluate if current or future projects are high value and aligned with the business objectives, and how prepared is the customer in terms of infrastructure and people.
The technology pilar focus on assessing if current infrastructure and systems are in place and ready.
Finally, the data pilar aims to define who's responsible of the data. One key advice from Jason in this topic is to look for those common sources that can be used to provide information to broader audiences. Sometimes, customers have a tremendous amounts of redundancy with a lot of QVDs containing the same information, in consequence poor utilization of infrastructure and processing capacity.
Plan
Once you know where's the customer, the next step is elaborate a maturity map. The maturity map helps to understand how and where the customer fits in the "Customer Journey". This map focus on five key areas: Evaluate, onboard, establish, expand and optimize. And each of this areas will be defined based on the level of maturity.
Next, define the success plan. This plan should focus on key goals (aligned to business objectives) for the next 3, 6, 9, 12 months at most. Also, it should action items to minimize risks.
Enablement
Encourages the follow up of best practices.
Monitoring
Monitoring aims to measure how we're doing. At this point we should have an idea about how a healthy customer looks like and use this information as a baseline to monitor progess and determine if we're going in the right way. Net Promoter Score surveys can be used to determine how we're doing and how we can solve problems in a better way for instance:
- Improve a functionality
- Add new Features
- Build best practices
A great advice from Jason is to focus on a "Call to Action" approach, that focus more on be proactive than reactive, and data is the best way to achieve this. For instance, if we get a high number of cases in an specific amount of time, this can be a signal that something is not going right , therefore, we need to find out what is affecting our performance and the business, and determine what can we do to improve. On the other hand constant monitoring helps to detect issues earlier.
Communicate
This phase focus on sharing lessons learned with the community. What were the challenges or the key factors that help a customer to be successful. During this presentation Jason, shared his experience with a medical device company. Some of the challenges this company was facing were the lack of processes (governance), no single version of the truth, Qlik developers with very low knowledge and no clear vision from Stakeholders.
The solution, set a vision and get support from the executive, identify roles and responsibilities, capacity plan and health check environment. The result a governance model well defined, dedicated resources in well defined roles, strong communication between multiple departments, reduction of risks.
The solution, set a vision and get support from the executive, identify roles and responsibilities, capacity plan and health check environment. The result a governance model well defined, dedicated resources in well defined roles, strong communication between multiple departments, reduction of risks.
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