The Big 3 - 3 Keys to the Customer Kingdom - Business process, Big data, and User experience
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Transcript of The Big 3 - 3 Keys to the Customer Kingdom - Business process, Big data, and User experience
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The Big 3Business Process, Big Data and User Experience
April 2014
Ali RizviSr. Product ManagerShoreTel
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What they do…and How
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✅How do your customers sell?
✅How do your customers service?
✅How do your customers market?
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What do they need
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Sales leaders⤷ Leads Opportunities
⤷Manage funnel by Stage
⤷ Rep & manager reviews
Marketing leaders⤷ Campaigns
⤷ Lead disposition
⤷ Campaign ROI
Service leaders⤷ Cases
⤷Multi-channel support
⤷ Customer engagement
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Are you listening?...What are you saying?
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What language do they/you speak? Sales cloud Service cloud Marketing cloud
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Striking a balance
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Balancing your approach to addressing the big three⚑Business Process. Integrating with
business process is a game-changer and necessity to win
⚑Big Data. Allows our customer to measure/manage their performance by mashing this data with CRM data
⚑User Experience. Adding value to customer satisfaction through enhancing the user experience
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What are the bright lights of delight
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Business Process Integration just worksIncrease Productivity and Efficiency
↳ Sales, Service, and Marketing agents will thank you
↳ What are they doing most? Activities!
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Data is the new currency
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How do customers really know they are performing▷ Give them the Data
▷ Give them tools to get knowledge from the Data
▷ Knowledge gives them power to better themselves
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Users first! Every time!
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Make it easy and simple to use. Turn your users into rock stars.
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Before! After!
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You don’t want this You want
this!
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Refining your touch
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Continue to unify and make transparent