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

The Big 3Business Process, Big Data and User Experience

April 2014

Ali RizviSr. Product ManagerShoreTel

What they do…and How

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✅How do your customers sell?

✅How do your customers service?

✅How do your customers market?

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

Are you listening?...What are you saying?

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What language do they/you speak? Sales cloud Service cloud Marketing cloud

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

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!

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

Users first! Every time!

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Make it easy and simple to use. Turn your users into rock stars.

Before! After!

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You don’t want this You want

this!

Refining your touch

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Continue to unify and make transparent