Net Promoter in the Cloud

Transcription

1 Net Promoter in the Cloud An Experiment on the Force.com Platform Jeff Eastman

2 Traditional Marketing Print Media TV & Radio Trade Shows Telemarketing Mass Mailing Prospects Sales Machine Customer Experience Customers Products 5/1/09 windwardsolutions.com 2

3 Word of Mouth in the Cloud , Blogs, Social Media, YouTube Prospects Customer Experience Customers Products 5/1/09 windwardsolutions.com 3

4 Improving Customer Experience Net Promoter Prospects Customer Experience Customers Products 5/1/09 windwardsolutions.com 4

5 Would You Recommend? One question is at the heart of the Net Promoter Score Responses are scores on a 0 10 scale Scores of 9-10 denote promoters Scores of 0-6 denote detractors NPS = %promoters - %detractors Comments provided with scores can be used in business processes to improve NPS has been shown to correlate well with company growth 5/1/09 windwardsolutions.com 5

6 Computing in the Cloud Software as a Service Salesforce.com, ASPs Platform as a Service AWS, Force.com, Google Apps Infrastructure as a Service Amazon EC2, RightScale Leverage Lock-in 5/1/09 windwardsolutions.com 6

7 Salesforce.com CRM Prospects Customers Campaigns Leads Accounts Contacts Products CRM Opportunities Forecasts Contracts Cases Solutions 5/1/09 windwardsolutions.com 7

8 Force.com Platform Your Application Goes Here Campaigns Accounts Products Forecasts Cases Leads Contacts Opportunities Contracts Solutions VisualForce Apex Workflow Reports Dashboards Multi-tenant Web Service Hosting Security 5/1/09 windwardsolutions.com 8

9 Simple Net Promoter Process Author surveys and distribute via web Gather customer feedback Separate by promoter, neutral, detractor Route to internal people for action Re-engage with the customer Turn detractors into promoters Use NPS to measure performance Monitor organizational improvement 5/1/09 windwardsolutions.com 9

10 Four New Business Objects Survey Response Question Answer Product Contact Case Opportunity Account Solution 5/1/09 windwardsolutions.com 10

11 Example Organization Jeff CEO Tom Sales VP Helen Customer VP Brad Sales Matt Net Promoter 5/1/09 windwardsolutions.com 11

12 SNP Stories Matt creates a Survey by writing Questions about his company s various Products Recommend-, satisfaction-type questions with comments Questions reference Salesforce.com CRM Products Once the Survey is deployed, customers create Responses by providing Answers to the Survey s Questions As Answers are entered into the system, they trigger automated workflow rules defined by the company 5/1/09 windwardsolutions.com 12

13 Matt Develops a Survey 5/1/09 windwardsolutions.com 13

14 Manage Survey Deployment 5/1/09 windwardsolutions.com 14

15 Manage Survey Responses 5/1/09 windwardsolutions.com 15

16 Survey Response 5/1/09 windwardsolutions.com 16

17 Define Business Objects 5/1/09 windwardsolutions.com 17

18 Define Object Fields 5/1/09 windwardsolutions.com 18

19 Develop Web Pages 5/1/09 windwardsolutions.com 19

20 VisualForce Web Design Comprehensive tag-lib style UI builder The usual sorts of primitive widgets Custom components can be defined to build application-specific widgets A lot of documentation to assimilate Debugging messages are often not very helpful Developer forums are not always that helpful Still, a powerful UI platform 5/1/09 windwardsolutions.com 20

21 Develop Custom Controllers 5/1/09 windwardsolutions.com 21

22 Apex Java-like programming language Simplified collections, getters & setters No primitive types (int, long, char, ) Embedded object query language Some annoying differences: strings Debugging is awkward using logging only Test framework is cumbersome but works 75% test coverage required in order to deploy 5/1/09 windwardsolutions.com 22

23 SNP Stories 2 Web application posts Answer to a recommend Question about LX-5000 Laptop Product Automated rule determines if it is a detractor Rule sends alert to Account owner (Brad) Rule adds Follow-up on Detractor Incident task to Brad s task list Brad opens the Answer and determines it contains enough information for follow-up Brad changes review status to Detractor Response In-Process 5/1/09 windwardsolutions.com 23

24 Detractor Incident Alert 5/1/09 windwardsolutions.com 24

25 Brad s Task List 5/1/09 windwardsolutions.com 25

26 Account Influence 5/1/09 windwardsolutions.com 26

27 Updating Review Status 5/1/09 windwardsolutions.com 27

28 Develop Workflow Rules 5/1/09 windwardsolutions.com 28

29 Develop Templates 5/1/09 windwardsolutions.com 29

30 SNP Stories 3 Automated rule notices status change and determines the incident is significant enough to notify the Account s Executive Sponsor Rule sends an alert to Helen Automated rule notices status change Rule adds a Develop Mitigation Plan task to Brad s task list Rule sends Brad an alert about the new task 5/1/09 windwardsolutions.com 30

31 Detractor Escalation Alert 5/1/09 windwardsolutions.com 31

32 Mitigation Task Alert 5/1/09 windwardsolutions.com 32

33 Develop Tasks 5/1/09 windwardsolutions.com 33

34 SNP Stories 4 Brad creates a Case to track the incident and attaches it to the Answer Brad discusses incident with Account s Contact and develops a Solution for the Case Brad changes review status to Mitigation Plan Ready Brad submits the Answer and plan for approval by his manager, Tom Tom receives an approval alert 5/1/09 windwardsolutions.com 34

35 Submitting Plan For Approval 5/1/09 windwardsolutions.com 35

36 Mitigation Plan Review Alert 5/1/09 windwardsolutions.com 36

37 Develop Approval Processes 5/1/09 windwardsolutions.com 37

38 SNP Stories 5 Tom reviews the Case and the proposed Solution and approves it Rule changes review status to Mitigation Plan Approved Automated rule notices the status change Rule creates new Execute Mitigation Plan task Rule sends Brad an alert of the new task 5/1/09 windwardsolutions.com 38

39 Mitigation Plan Approval 5/1/09 windwardsolutions.com 39

40 Execute Mitigation Plan Alert 5/1/09 windwardsolutions.com 40

41 Execute Mitigation Plan Task 5/1/09 windwardsolutions.com 41

42 SNP Stories 6 Brad starts executing the mitigation plan Brad changes review status to Executing Mitigation Plan Upon completing the plan, he determines that that the incident has been resolved successfully in the customer s eyes Brad closes the Case attached to the Answer Brad changes the Answer s review status to Detractor Addressed 5/1/09 windwardsolutions.com 42

43 Executing Mitigation Plan 5/1/09 windwardsolutions.com 43

44 Detractor Addressed 5/1/09 windwardsolutions.com 44

45 Management Overview 5/1/09 windwardsolutions.com 45

46 Management Overview 5/1/09 windwardsolutions.com 46

47 Observations Business Opportunity: Mid-market sweet spot Salesforce.com has over 55,000 CRM customers Force.com AppExchange ( Low barrier to entry About four weeks of work here Existing prototype is hosted, scalable, localizable, WS-ready Pretty steep learning curve at first, but tutorials help Debugging was the most awkward part of the process I ve only scratched the surface Its an experiment, but Improve processes, rules and alerts Need 75% test coverage in order to deploy (~60% now) Improve web app, management reports, graphs and dashboard What could be done in another month? Two? Six? 5/1/09 windwardsolutions.com 47

48 Would You Recommend? Would you recommend Net Promoter in the Cloud to a colleague or friend? On the count of three: Promoters: yaaaaay Neutrals: mmm Detractors: 5/1/09 windwardsolutions.com 48