final customer stories filters presentation

Thomas Rizzolo Senior UX Researcher - Digital Marketing trizzolo@salesforce.com

Salesforce 2016 Customer Stories Filter StudyFebruary 2016

Fanya Young UX Researcher - Digital Marketing fyoung@salesforce.com

ObjectivesTo understand user expectations of the Customer Stories filters

1. Top-Tier Filters

2. Business Size

3. Business Needs

Customer Stories Filters

Scope

Study

Participants

Test

Scope

Oct.12, 2015 - Nov. 3, 2015

60 Customers 58 Prospects

Survey Questions

Interpretations & Recommendations

What They Saw

Top-Tier Filtering

To understand users’ expectations of the Top-Tier filters

Top-Tier FilteringGoals

Most Popular

Most Viewed

Most Featured Stories

Most Recommended

Our Top-Tier filters are consistent with those of our users

Top-Tier FilteringKey Findings

“High traffic area where most of the visitors spent their time.”

Most Popular

“The highest number of views for a given period of time.”

Most Viewed

“The most successful results for other customers.”

Most Featured Stories

“Stories that I would want to see based off of the stories I have already read.”

Most Recommended

Most Popular

Most Viewed

Most Featured Stories

Most Recommended

Company Size Filtering

To understand users’ expectations of the Top-Tier filters

Company Size FilteringGoals

Small Business Market

Mid-Market Business

Enterprise Business

Our internal definitions of Company Size and those of our users are consistent

Company Size FilteringKey Findings

82%Small Market BusinessSmall Market Business

Mid-Market Business

Enterprise Business

1-100

101-1,000

1,101+

Salesforce Percentage of Users Who Agree

74%Mid-Market Business

74%Enterprise

Business Needs Filtering

To understand users’ expectations of the Business Needs filters

Business Needs FilteringGoals

Sales

Customer Service

Community

Mobile

Analytics

Marketing

App

Business Needs Filtering: SalesKey Findings

Increase salesClose more deals

Win more dealsNone of the Above

0 7.5 15 22.5 30

13

525

Recommendation

Increase sales

Business Needs Filtering: Customer ServiceKey Findings

Keep more customersImprove customer service

Raise customer retention ratesNone of the Above

0 8 15 23 3005

226

Recommendation

Improve customer service

Create an online community forumEngage with your customers

Connect customers to each otherNone of the Above

0 6 12 18 24 3013

525

Business Needs Filtering: CommunityKey Findings

Recommendation

Create an online community forum

Remote access to databasesManage business from your phone

Run your business on the goNone of the Above

0 2 4 6 8 10 12 140

1312

8

Business Needs Filtering: MobileKey Findings

Recommendation

* Run your business from your phone

* Only if there are Customer Stories about mobile solutions

Business Needs Filtering: AnalyticsKey Findings

Analyze business dataGrow my business

Get business metrics in real-timeNone of the Above

0 6 12 18 24 30014

30 Recommendation

Analyze business data

Business Needs Filtering: MarketingKey Findings

Find more customersGet more leads

Build & manage customer journeysNone of the Above

0 4 8 12 160

516

14 Recommendation

Find more customers

Business Needs Filtering: AppKey Findings

Build and implement appsCreate and install apps

Use apps to build your businessNone of the Above

0 4 8 12 160

157

11 Recommendation

Create or find apps to build your business

Appendix

Scope

Study

Participants

Test

Scope

Oct.12, 2015 - Nov. 3, 2015

Survey Questions

Interpretations & Recommendations

Sales Customer Service Marketing IT Analytics Community

73 62% 46 39% 61 52% 49 42% 51 43% 28 24%

Thank you