Jenny works at Salesforce in customer insights and uses customer feedback to improve the company. She has been in this type of work for a long time. In 2018, her team collected feedback from over 63,000 customers. At Salesforce, customer feedback informs their decisions. Jenny wants to share lessons they've learned from listening to customers over the past year.
13. Listening Learning Driving ActionLearning Driving ActionListening
And I’d like to share some of our lessons with you
14. in·sight
/ˈinˌsīt/ noun
We all need insights to deliver success
Information about reactions to a
product, a concept, a person's
performance of a task, etc., which
is used as a basis for
improvement
25. “Hey @jennifer sacks, why do I think
your update jennifer SUCKS?”
“What a stupid comment @jennifer
sacks….”
“Waiting for @jennifer sacks to come
and let us down, again.”
“Stop being lazy. Why can’t you just
do your job and give us what we’re
asking for.”
32. Fact vs. Actionable Insight
Customers are
wary of artificial
intelligence.
“Let Einstein do its work, but batch it.
I’m willing to test AI if I’m able to
backtrack to see how things
happened, how decisions were
made, so I can tell Einstein it made a
mistake, correct and make it smarter.
That will go a long way to my being
able to turn Einstein loose and feel
comfortable.”
33. Fact vs. Actionable Insight
IdeaExchange
Ideas don’t get
updates.
75% of the top 50
ideas are lacking an
update within the
last year.
34. Expand beyond data
“We can talk about technology all day
long, but the simple fact is that without
integration I can’t really know my
customers, and knowing my customers
is the only way I stay ahead of the
competition.” - CIO
37. Join the conversation Tell us what you want to see Celebrate the next step
https://sfdc.co/IDXrGroup https://sfdc.co/PrioritizeIdeas https://sfdc.co/dreamforce
IdeaExchange
Mine requires Your help
Notas del editor
Welcome and congrats on the first ever Czech Dreamin - making history!
Through our voice of the customer programs, we were able to listen to nearly 64,000 customer voices throughout the last year.
We’re use those voices to help us answer the key questions that drive us forward.
You may be thinking, what does Salesforce’s listening journey mean for me? Well, are all insights leaders at our own companies. Why? Because gathering insights is really just gathering information you’ll use to improve something. And we all want to improve. Whether I’m a developer who wants to write better code, an architect that wants to design better solutions; or an administrator who wants to deliver better tools for my end users, we all want to deliver value. And we won’t know if we’re hitting that mark without asking the customers we serve.
How are you going to receive inputs? Where will your customers go to tell you what’s working and not? Some examples:
SABWA model from Mike Gerholdt
Office Hours
Satisfaction Survey
The process doesn’t have to be fancy, but it should be easy to use (we’ve all been in situations where it’s harder to give feedback than just ignore it e.g. hold times on support lines, long surveys, etc) and built to scale.
Now you have inputs. The next step is unpacking them to learn more.
Story time: learning that Salesforce was listed one of the most dreaded Platform technologies. 64k developers took this survey, and we came in #2 on the worst list. Ouch. We looked deeper. We sought out members of our developer community to talk to. And they educated us. They pointed us to a new way of thinking. It wasn’t that we were a terrible technology. It was two main issues: 1. that we didn’t offer enough enablement to bring developers onto our platform and 2. that our tooling didn’t align with other platforms. Essentially, the barrier to entry to develop on Salesforce was too high. Those were things we could work on, so we introduced new Trails to support developers, and launched a new Developer Experience (SalesforceDX).
Some feedback hits a personal nerve. These are real comments I’ve received in my years managing the IdeaExchange. My initial reaction wasn’t very kind. “I’m supposed to help you when you’re being an jerk? No thank you!” But after taking some space, I realized that these are the people I need to talk to; These are the people I need to understand better, because they are my customers.
There is no such thing as the perfect product or service, so we need to plan to for continued sources of feedback. History of IDX.
Just as our ecosystem has grown, Salesforce grew, and our listening functions got more robust / formalized to include looking deep and wide - and the questions we started asking evolved.
When you provide a chance for customers to speak candidly - you’re building trust with them - but that trust can be easily broken if nothing is done with that feedback
The former doesn’t tell us how to solve. Great, we have a problem, but what does it mean? There are many ways to answer.
The latter tells product managers, engineers, developers exactly what to do and how they might provide features to solve for this objection.
Another example. Tell the story of using IDX data (MAU, # new ideas/month, etc) to fuel reinvestment.
Data provides credibility; stories drive action
Live listening helps surface real-world stories from real-world customers and those stories or sound bites are typically key to getting a leader’s attention
Tie your moments of feedback into the processes that exist within your company that drive action and tell the complete story
For example, with IdeaExchange, we’re bringing together the feedback with our product planning process so that it’s more actionable (easier for our product teams to receive and easier for our community to see how their feedback is part of an established process that produces results...releases 3x year)
And part of the “action” phase is what brings me to this stage today. I need your help. My job is to help Salesforce build and launch better products based on your input. So here’s what I need from you - whether you join us this afternoon or engage with us online:
Tell us what’s working just as much as what isn’t.
Give us context. Knowing HOW something impacts, not just that it does, it key to us understanding how to move forward.
Don’t stop talking. We need your voices.