Increase in subscriptions quarter-over-quarter for the Qlik Insider Series
Increase in overall Customer Engagement
Headquarters: Lund, Sweden; King of Prussia, PA
Qlik helps enterprises around the world move faster, work smarter and lead the way forward with an end-to-end solution for getting value out of data. Qlik’s platform is the only one on the market that allows for open-ended, curiosity-driven exploration, giving everyone—at any skill level—the ability to make real discoveries that lead to real outcomes and transformative changes.
As a high-growth company, retaining and growing Qlik’s customer base is a top priority. Ensuring customers are educated on new platform updates is critical to driving product adoption, usage, and providing customers with the most value from the Qlik Analytics Platform. Qlik believes customer engagement is key to happier customers and higher renewal rates, and Qlik relies on its marketing team to execute on a customer engagement strategy that drives product adoption.
Qlik’s Product Release Updates Didn’t Engage Customers
Qlik’s quarterly product releases didn’t capture the attention of its audience and didn’t deliver the content its customers wanted. The releases lacked thorough walkthroughs of product improvements, didn’t bring in the voice of product designers to explain decisions and couldn’t collect and respond to any questions readers had. Qlik knew it needed a solution and that solution had to exceed customer expectations.
Any solution Qlik adopted had to:
A Customer Journey is Created
To meet these needs, Qlik turned to the ON24® Platform to help deliver an engaging customer experience. Qlik wanted to help its customers learn more about its services and platform features with an always-on education hub that can be easily accessed.
To deliver a complete customer content journey, Qlik offered customers the opportunity to subscribe and opt-in to its quarterly Qlik Insider webinar series. Then, Qlik could direct subscribers to more complementary information about the release using a dedicated page built with ON24 Target. With all of this in place, subscribers with access to Qlik’s Insider Lounge could easily peruse the Qlik Product Spotlight library. Qlik uses this exclusive resource, built with ON24 Engagement Hub, to provide subscribers with additional product webinars, videos and how-to guides.
With ON24, Qlik created a seamless customer experience that:
2x Greater Reach of Product Information.
Qlik now delivers a customer experience that delivers engaging product updates and drives customer support and success initiatives. Since launching the Insider Series experience, Qlik has received positive feedback and has doubled the number of customers regularly engaging with its customer experiences.
ON24 Target and Engagement Hub have been critical in creating a seamless, cohesive experience for our customers. As customers subscribe to the Qlik Insider webinar series, we can drive them to the Insider Lounge and the Product Spotlight immediately after, so they can catch up on anything that they may have missed over the past year.
Demand Generation Specialist, Qlik