Customer Discovery - discover how customer is leveraging SF Flashcards
what is customer discovery
process of getting to know more about the customers.
Performed to obtain insights into customer’s business challenges, share those with the customer, and guide them to new opportunities
what is journey mapping
process used to visually map interactions and experiences customers have with a company or organization
four customer discovery methods
interview
shadowing
embodying
journey mapping
what does a journey map do
identifies the steps or activities taken by the customer or user to achieve a goal. Includes all touchpoints and feelings they have through the process
benefits of journey mapping
team alignment
strategic thinking
id pain points
increase empathy
innovation
measure impact
architecture of a journey map
phases, actions, thoughts, feelings, touchpoints, context, opportunities
salesforce optimizer
takes snapshot of org and looks for issues involving -
storage, fields, custom code, custom layouts, reports, dashboards, ..
for each metrics, sf provides -
what we found
what you should do about it
resources and documents
salesforce optimizer - where is it available?
it’s a lightning experience app
can run in prod and sandbox env
ONLY accesses org’s METADATA - does not evaluate data in the field
lightning usage app
Daily and monthly active users in Lightning Experience and the Salesforce mobile app
Daily and monthly switches to Salesforce Classic by total number of switches and the number of unique users that switched
Profiles and users that switched to Salesforce Classic the most
Types of browsers used to access Lightning Experience and the Salesforce mobile app
Slowest desktop record pages
Pages viewed most often in Lightning Experience
Number of active user, feature, and permission set licenses
export data from lightning usage app
You can’t export data in the Lightning Usage App to reports from the UI.
Use the Lightning Usage App API to export this data.
what is sales enablement?
teaching reps to sell - and measure their success
who do you invite to your journey mapping workshop?
People who know your customer—sales people, researchers, customer support people, and so on.
People who are generative—people you know who like coming up with new ideas and have an easy time brainstorming.
People who are optimists and realists—people who know what’s possible and who don’t default to “no” or thinking of all the reasons why an idea won’t work.
People who bring diversity—people from different cultures, backgrounds, and disciplines.
what is an archetype
market segment based on ‘types’ of people - when you tell a story of this archetype, your audience already understands their character
ex: the proud planners, scared shoppers, etc…
persona would be jill, the 30 year old tech has these characteristics
difference between archetype and persona
personas represent demographics, archetypes represent behavior
parts of a journey map
Phases, Actions, Thoughts, Feelings, Touchpoints, Context, Opportunities
