Transform your Entire Customer Life Cycle, at Enterprise Scale by Marc Aubin & Steven Cox
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This presentation was given in the Admin Theater at Dreamforce 2016.
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Transform your Entire Customer Life Cycle, at Enterprise Scale by Marc Aubin & Steven Cox
- 1. Marc Aubin CEO & Co-Founder, AppBuddy maubin@appbuddy.com @appbuddy, @marcaubin Transform Your Entire Customer Life Cycle, at Enterprise Scale Steven Cox Global Sales Tools, NetApp Steve.Cox@netapp.com
- 2. Customer Life Cycle Management Best Practices Marc Aubin CEO & Co-Founder, AppBuddy maubin@appbuddy.com @appbuddy, @marcaubin
- 3. Managing The Customer Life Cycle What is my objective? • Users need to work efficiently at any business process stage • Information needs to go in the right places
- 4. The Right Data Set (List of data needed to conduct a business process)
- 5. Support How I Work • How do I follow up on the Leads in my queue? • What are the next actions for today’s high priority Cases? • What are the next steps on my most important Opportunities? But there’s a few catches…
- 6. Data Needs Are Often Complex Tactical business actions don’t map 1-to-1 to objects in a data model.
- 7. Stringing Together Raw Components Doesn’t Cut It Salesforce® page layouts & list views are single object-based, raw components Editing 3 Opportunities with 3 related Opportunity Products takes 32 page loads, 56 clicks, and 3 minutes and 24 seconds
- 8. At Scale, Users Have Varying Visibility Requirements An AMER rep’s view of what she needs to progress her opportunities
- 9. The Right Data Set User Experience
- 10. Efficient Rollout The hallmark of an admin rock star! • Clicks not code • No technical debt • Efficient, rapid deployment • Make changes easily! • Make everyone happy
- 11. Efficiently configure & manage any part of the customer life cycle
- 12. Solution Demo GridBuddy Customer Success Story Steven Cox Global Sales Tools, NetApp Steve.Cox@netapp.com
- 13. Customizations at Enterprise Scale • Start creating custom objects • Add a few fields • Add a workflow / trigger • Make the data visible in a list view • Create list view via Visualforce • Add filter, sort, move fields, etc. Two Examples • The custom approach: Installed Base Console - $250K • Grid approach: Wins/Reference- $1K Natural Progression – What happens when you start customizing
- 14. Productivity • Unify data to experience • Train to a single User Experience • Segregate experience based on person/profile • Make your data actionable Two Examples • Pipeline – Forecast View • Account View Elements needed to improve productivity
- 16. Win / Reference
- 17. Pipeline – Forecast View Data and customers are fictional for Demo purposes
- 18. Account View
- 19. www.appbuddy.com @appbuddy Questions? Come see AppBuddy on the expo floor! Booths #2007 or #119
- 20. Thank Y u