To enable 100% customer success, we offer a package of programs, services, and commitments we call the Upland Qvidian Customer Success Program.
Onboarding and Training
Value realization from implementation and beyond
At Upland Qvidian, we recognize that customer success is not a one-time event. Simply going live with Qvidian will not guarantee that you will get the full value from the solution. From the time you first select Qvidian, all the way to steady-state use and periodic enhancements, we are there to guide you to success.
- Our Professional Services team partners with you to ensure a successful implementation. They facilitate gathering requirements, designing, and configuring Qvidian to fit your specific needs.
- Once your implementation is ready, our Education Services team collaborates with you on a training plan to ensure your users know how to use Qvidian in the context of your unique processes, goals, and organizational structure.
- Our global Support Organization will ensure you have access to solution experts around the clock to address any concerns during deployment. Once your solution is in place, support will remain available during business hours and for high priority issues, with optional dedicated 24×7 support available.
- Our Customer Success Managers (CSMs) serve as your trusted Upland Qvidian advisor, helping to simplify adoption and further your strategic objectives. Your CSM can also connect you with our expert Managed Services, Advisory Services, Content Services, Technical Services, and Education Services teams for specialized assistance.
Customer Success Managers
Driven to deliver 100% customer success
Every customer relationship starts with a Customer Success Manager (CSM) who captures and formalizes your Qvidian business goals. This representative will translate customer success metrics into measurable, meaningful steps to ensure you achieve your objectives and adapt to changing circumstances. You will be partnered with a named representative who will get to know your business in depth to help you get the most from your solution.
Premier Success Plans
A plan tailored to your needs
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, our top-tier plan, provides organizations with the highest level of experience and value.
Virtual User Conferences
Vital customer communication without disruption
Upland Qvidian customers are invited to quarterly Virtual User Conferences (VUC). These webcasts provide customers with updated product roadmaps, services and support updates, opportunities to provide timely feedback, and more. VUCs are a great way to ensure you stay on top of all that Upland Qvidian is doing to help you achieve your goals.
High-touch customer success goes right to the top
Open communication is key to our goal of 100% Customer Success. Our leadership is committed to making sure you are delighted with your Upland Qvidian experience. All customers have direct access to product executives through quarterly VUCs during which you can ask questions and gain a deeper understanding of our strategic direction. Those with a Platinum level Premier Success Plan are also invited to attend an annual Customer Advisory Board (CAB) event.
Product Feedback Loop
The core of the Upland product experience
Customer feedback is at the heart of the Upland Qvidian experience. New Qvidian features are prioritized based on customer benefit. 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 solution. Customers with a Premier Success Plan also receive priority weighting for new feature consideration. Other product feedback avenues include Customer Success Managers, VUCs, and Qvidian’s Online Community.
How Do We Measure Customer Success?
All of Upland works to ensure that deployments are successful, so you can realize the benefits of your solutions quickly. We are dedicated to delivering world-class experiences. To measure the value of your investments, we use two methods: Net Promoter Score (NPS) and Success.
- Net Promoter Score: We conduct semi-annual NPS surveys for all Upland solutions by asking: “On a scale of 0 to 10, would you recommend Upland to a friend or colleague?”
- Success: We ask another brief question periodically: “Are you successful with your Upland product, yes or no?”
Based on your answers to these two questions, we adjust our investment and corrective action plans as part of our continuous improvement commitment.