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Use automated customer data collection to look like a requirements genius
 

Use automated customer data collection to look like a requirements genius

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    Use automated customer data collection to look like a requirements genius Use automated customer data collection to look like a requirements genius Document Transcript

    • Session: Use Automated Customer Data Collection to Look Like a Requirements Genius<br />Session Leader(s): Mike Savory, Jodi Holt<br />
      • Environmental Data is captured with behind-the-scenes analytics
      • Error Message Tracking
      • In capturing usage data – we also capture how much time they spend on screens. You may find that the numbers don’t add up – the usability issues may not be an issue. Screens may just not be relevant (i.e. transaction screens may be more relevant). Really need to compare numbers between time spent and usage.
      • Look at what reports people are generating. Who is using reports and what data is important?
      • Product Enhancement Program (In product surveys)
      • Create Surveys within product as they are doing the work. It is focused on the user that is actually doing the work.
      • Person buying the software doesn’t equal person using the software. If you don’t target the buyer, aren’t getting the right data
      • Ask questions about how they are using the product and where they want to see improvements
      • Weren’t always sure we were getting the right information
      • We can send surveys to certain segments
      • If we have a concept about a new product or feature – we can send it to a specific industry or flavor and get the targeted info we are looking for
      • Have a report we can fill out that enables us to determine what segments a survey should go out to
      • Once we get surveys, can slice and dice any way we want.
      • We try to be very careful with how often we inundate people with surveys and info – want to make sure they don’t get one survey after another.
      • All of this Sage built in-house
      • What is participation rate on survey? Answer – we can get anywhere from 3% on low end and 15%. We get a lot more participation on Monday than Friday, etc, so sending out on a particular day can really make a difference
      • Can look at data and say “How does this resonate with people using Windows XP vs. Vista?” etc.
      • Do Net Promoter Score tracking through our products. How do they feel about what they are using. This is important difference between buyers vs. users
      • When and whom you send the survey too will definitely impact Net Promoter Surveys. Be careful who you send the surveys to. May get very different scores from buyers than from users. Users are a lot more critical. A challenge for us has been to reconcile those two numbers.
      • When you put data surveys *in* the product, have to be careful on timing – want to make sure you don’t interrupt an important business cycle. However, the plus is you get a real-time look at it and can get the numbers immediately.
      • Types of surveys:
      • Product feedback
      • Feature Feedback
      • Partner Satisfaction
      • Trial product usage and satisfaction
      • We started 5 years ago and started small. Started tagging a few screens and every year we add more and more.
      • Keep survey intros generic because we found opportunities to repurpose surveys in other areas i.e. Recruitment.
      • Possibilities
      • Feature awareness
      • Product configuration
      • Contextual help
      • Intelligent up-selling/cross selling
      • Smarter error messages
      • Track NPS of customers by partner/recommender