What does it mean to be a committed user?
Commitment (Com·mit·ment |noun| [kuh-mit-muh nt]) The act of committing, pledging, or engaging oneself.
Commitment is a word that’s used daily here at QuickBase. Commitment to the success of our customers, to the quality of our product, to delivering value for Intuit shareholders, to continuous growth and improvement… the list goes on and on.
This post is about another dimension of commitment. “How committed are QuickBase customers?” is a question we ask ourselves every day.
Here at QuickBase, we can say with confidence that we are ‘committed’ QuickBase users. QuickBase applications perform (this is an educated guess) 90% or more of our Mission Critical Functions. We use it every day, on every team, for critical aspects of our business. We use it to manage sales, support, marketing, product development, engineering, human resources, and a thousand other things… even lunch runs, and who owes whom for said lunch runs. The point is: We don’t want another solution. We’re so engaged, so pledged, so committed to using our QuickBase applications that switching to another solution would be unthinkable and probably impossible.
We know that not all of our customers are in the same boat. There are countless differences between our business and your business. What we have in common, however, is that we all decided at one point that QuickBase could probably solve one or more of our business processes better than “the spreadsheet shuffle” or another system.
Once that decision was made, the real work began. The moment you decided to give QuickBase a try you took the first step of a journey. That journey probably had more than a few barriers and roadblocks to be overcome.
One of my top priorities this year is to gain a deep understanding of the barriers our customers face on their journey to commitment, and find ways to knock them down.
Why am I curious about your experience?
Why am I trying to learn more about the barriers our customers face on their journey to commitment? The simple truth is that I want our customers to succeed. I remember interviewing for the first Customer Advocate position here. I signed up for a trial account to research the product beforehand, and quickly realized that I didn’t know what to do with this thing. It took me about 6 months of heavy immersion in the product to get to a point where I could say that I understood how to build a decent application and actually solve some business problems with it… and that was only the beginning. I empathize with all of our new application creators and I remember what it felt like to try to learn this product while still having to do my “day job.”
Here on the Support team, we see many customers who struggle to learn the product and apply that knowledge to create and deploy great applications for their teams. We have some sense of the common barriers new customers face, but I don’t think we know enough to put together a strong plan to radically improve the experience. We need to know more, and that’s where you come in.
What are we trying to learn?
We’re trying to learn more about the potholes, roadblocks, gotchas, and other problems you encountered as a new QuickBase customer on your journey to commitment. Was thinking about your business problem in terms of the data that drives it a problem? Was it a lack of understanding around a feature or piece of functionality that stumped you? Was it the fact that building an application was more time consuming than you’d imagined, and if so what took the most time? Was it the fact that your users didn’t adopt your application or use it like you assumed they would? Did you have a plan for how you’d roll the application out to your audience? These are the kinds of things we suspect are tripping our new customers up, but we’d love to hear it straight from you.
What are we doing to learn more?
One thing my team is already doing to learn more is reaching out to customers who have signed up in the past six months and offering help. We’re proactively calling accounts that have little or no usage and trying to get a better understanding about what may be standing in their way. While we’re at it, we’d like to help you over those hurdles and get you that much closer to a successful application that’ll really make a difference for your business. And then we want to help you do it again, and again, until you find that QuickBase can make a world of difference in many of the processes that your business relies on.
Call to action
So, how can you help us help you? You can help by telling us your story. If you’re one of the customers that receive a call from us out of the blue, offering help, take us up on the offer! Spend some time venting, telling your story, sharing your frustrations, and I promise you we’ll find a way to help you. If you’re still reading this post, leave a comment and tell me about your journey to ‘commitment.’ Don’t be shy – let it all hang out – and tell me what the most difficult step along the way was. Leave us feedback on our website. Above all, know that we’re trying very hard to make improvements to the product and the way we help customers, because we want you to succeed.
Thanks for reading,
Dave McCormick | Group Manager, Customer Support