At Upland, we recognize that customer success is not a one-time event. Simply going live with a new Upland solution will not guarantee that you will get full value from it. From the time a purchase decision is made, all the way to steady-state system use and periodic upgrades, Upland is there to guide you through the journey to success.
Every customer relationship starts with an Upland Customer Success representative who captures and formalizes your business goals for the Upland application. This representative will translate customer success metrics into measurable, meaningful steps to ensure you achieve your objectives and adapt to changing circumstances. Customers with a Premier Success Plans, have a named representative, who will get to know your business in greater depth and ensure you get the most from your Upland application. This representative conducts structured, periodic business reviews that help drive continuous improvement to ensure you achieve the success you expect.
To help Upland customers drive towards their unique success goals, we offer a range of Premier Success Plans that eliminate the need for costly custom services and support, and build the foundation for success. Platinum is our top-tier plan, and it provides organizations with the highest level of experience and value throughout your journey with Upland.
Upland customers are invited to participate in our regular Virtual User Conferences (VUC). These webcasts are customized by product line and provide customers with updated product roadmaps, services and support updates, a product training feature, and the opportunity to provide timely feedback. VUCs are a great way to ensure you stay on top of all that Upland is doing to help you achieve your goals.
Open customer communication is a key component to driving our goal of 100% Customer Success – and our company leadership is fully committed to making sure you are delighted with your Upland experience. All customers have direct access to their product executives through regular VUCs, where you can ask questions and get a deeper understanding of the strategic direction of our product line. Premier Success Plans customers have an additional level of access to our executive team through semi-annual executive update meetings.
Customer feedback is at the heart of the Upland customer experience. New features to Upland products are prioritized based on impact to our customers. We are experts in the markets we serve and help ensure that key market trends are addressed. Direct customer input further hones our roadmaps to ensure you get the most out of your Upland application today and in the future. Customers, who have chosen a Premier Success Plans, are given additional priority weighting for new features and minor issue resolution. Additional product feedback avenues include: Customer Success Managers and Representatives, VUCs, Customer Advisory Boards, and Upland’s Online Communities.
The entire organization works together to ensure that every deployment is carried through to successful completion, so you can realize the benefits of our solutions in a rapid and measurable way. At the end of the day, we are driven to deliver a world-class product experience with clear, measurable value for your investment. We use two methods to measure our performance: Net Promoter Score (NPS) and Success.
Based on your response and your feedback to these two questions, we drive our investments and corrective action plans both for your situation and as part of Upland’s overall continuous improvement efforts.