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The Big 3 - 3 Keys to the Customer Kingdom - Business process, Big data, and User experience

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There are three keys to the customer kingdom. I like to call them the Big 3. Business process. Big data. User experience. In the new age of technology focus on these three can help you deliver customer success.

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The Big 3 Business Process, Big Data and User Experience April 2014 Ali Rizvi Sr. Product Manager ShoreTel
What they do…and How 2 ✅ How do your customers sell? ✅ How do your customers service? ✅ How do your customers market?
What do they need 3 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
Are you listening?...What are you saying? 4 What language do they/you speak?  Sales cloud  Service cloud  Marketing cloud
Striking a balance 5 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
What are the bright lights of delight 6 Business Process Integration just works Increase Productivity and Efficiency ↳ Sales, Service, and Marketing agents will thank you ↳ What are they doing most? Activities!
Data is the new currency 7 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
Users first! Every time! 8 Make it easy and simple to use. Turn your users into rock stars.
Before! After! 9 You don’t want this You want this!
Refining your touch 10 Continue to unify and make transparent

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The Big 3 - 3 Keys to the Customer Kingdom - Business process, Big data, and User experience

  • 1. The Big 3 Business Process, Big Data and User Experience April 2014 Ali Rizvi Sr. Product Manager ShoreTel
  • 2. What they do…and How 2 ✅ How do your customers sell? ✅ How do your customers service? ✅ How do your customers market?
  • 3. What do they need 3 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
  • 4. Are you listening?...What are you saying? 4 What language do they/you speak?  Sales cloud  Service cloud  Marketing cloud
  • 5. Striking a balance 5 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
  • 6. What are the bright lights of delight 6 Business Process Integration just works Increase Productivity and Efficiency ↳ Sales, Service, and Marketing agents will thank you ↳ What are they doing most? Activities!
  • 7. Data is the new currency 7 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
  • 8. Users first! Every time! 8 Make it easy and simple to use. Turn your users into rock stars.
  • 9. Before! After! 9 You don’t want this You want this!
  • 10. Refining your touch 10 Continue to unify and make transparent

Editor's Notes

  1. UC is not “unified” unless the our services are unified with the business systems”