Transform your Entire Customer Life Cycle, at Enterprise Scale by Marc Aubin & Steven Cox
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The document discusses best practices for managing the customer lifecycle at scale. It addresses the need for users to work efficiently across business processes with the right data. Manually stringing together components doesn't scale. The solution demonstrated was AppBuddy, which can efficiently configure and manage any part of the customer lifecycle through a unified data experience tailored to user roles, improving productivity without custom coding. Examples showed how it could create customized views more quickly and cheaply than traditional customization approaches.
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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