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Jennifer Sacks
Sr. Director, Customer & Market Insights
Listening, Learning, and
Driving Action
@jennySt0
Hello Czech Dreamin!
thank you!
Hi, I’m Jenny.
I work on
customer insights
at Salesforce.
That’s a fancy way of saying
I use feedback to make
Salesforce a better company
for our customers.
I came to this type
of work early.
63,293
Customer Voices in 2018
63,293
My team answers questions such as…
At Salesforce, the customer voice fuels our decisions
But, it hasn’t always felt that way
The last year has taught us a lot
Listening Learning Driving ActionLearning Driving ActionListening
And I’d like to share some of our lessons with you
in·sight
/ˈinˌsīt/ noun
We all need insights to deliver success
Information about reactions to a
product, a concept, a per...
Listening Learning Driving ActionLearning Driving ActionListening
Who do you need to listen to?
Find your community
Super Users
Detractors Unfamiliar
Influencers
Our community is all of you
Build a process for
collecting feedback
Listening Learning Driving ActionLearning Driving ActionListening
Not all feedback is constructive, but
that doesn’t mean it’s not useful
Source: 2017 Stack Overflow Developer Survey
“Hey @jennifer sacks, why do I think
your update jennifer SUCKS?”
“What a stupid comment @jennifer
sacks….”
“Waiting for @...
Assume best intent
Ask for help
Context is everything
Approaching the unapproachable
The perfect product is a myth
Listening and learning with a 360° view
Today: Voice of the Customer at Salesforce
Listening Learning Driving ActionLearning Driving ActionListening
Turn facts into insight
Fact vs. Actionable Insight
Customers are
wary of artificial
intelligence.
“Let Einstein do its work, but batch it.
I’m wi...
Fact vs. Actionable Insight
IdeaExchange
Ideas don’t get
updates.
75% of the top 50
ideas are lacking an
update within the...
Expand beyond data
“We can talk about technology all day
long, but the simple fact is that without
integration I can’t rea...
Operationalize action
+
Trailblazer
Community
Salesforce
Product Managers
Join the conversation Tell us what you want to see Celebrate the next step
https://sfdc.co/IDXrGroup https://sfdc.co/Prior...
Listening, Learning and Driving Action, Jennifer Sacks
Listening, Learning and Driving Action, Jennifer Sacks
Listening, Learning and Driving Action, Jennifer Sacks
Listening, Learning and Driving Action, Jennifer Sacks
Listening, Learning and Driving Action, Jennifer Sacks
Listening, Learning and Driving Action, Jennifer Sacks
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Listening, Learning and Driving Action, Jennifer Sacks

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As part of the Salesforce Customer & Market Insights team, Jennifer focuses on amplifying insights that drive product priorities, marketing collateral and go-to-market strategy. She is also responsible for the Salesforce ideation platform, the IdeaExchange, which has delivered more than 2000+ customer-driven ideas to the Salesforce roadmap

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Listening, Learning and Driving Action, Jennifer Sacks

  1. 1. Jennifer Sacks Sr. Director, Customer & Market Insights Listening, Learning, and Driving Action @jennySt0
  2. 2. Hello Czech Dreamin!
  3. 3. thank you!
  4. 4. Hi, I’m Jenny. I work on customer insights at Salesforce.
  5. 5. That’s a fancy way of saying I use feedback to make Salesforce a better company for our customers.
  6. 6. I came to this type of work early.
  7. 7. 63,293
  8. 8. Customer Voices in 2018 63,293
  9. 9. My team answers questions such as…
  10. 10. At Salesforce, the customer voice fuels our decisions
  11. 11. But, it hasn’t always felt that way
  12. 12. The last year has taught us a lot
  13. 13. Listening Learning Driving ActionLearning Driving ActionListening And I’d like to share some of our lessons with you
  14. 14. in·sight /ˈinˌsīt/ noun We all need insights to deliver success Information about reactions to a product, a concept, a person's performance of a task, etc., which is used as a basis for improvement
  15. 15. Listening Learning Driving ActionLearning Driving ActionListening
  16. 16. Who do you need to listen to? Find your community Super Users Detractors Unfamiliar Influencers
  17. 17. Our community is all of you
  18. 18. Build a process for collecting feedback
  19. 19. Listening Learning Driving ActionLearning Driving ActionListening
  20. 20. Not all feedback is constructive, but that doesn’t mean it’s not useful
  21. 21. Source: 2017 Stack Overflow Developer Survey
  22. 22. “Hey @jennifer sacks, why do I think your update jennifer SUCKS?” “What a stupid comment @jennifer sacks….” “Waiting for @jennifer sacks to come and let us down, again.” “Stop being lazy. Why can’t you just do your job and give us what we’re asking for.”
  23. 23. Assume best intent Ask for help Context is everything Approaching the unapproachable
  24. 24. The perfect product is a myth
  25. 25. Listening and learning with a 360° view Today: Voice of the Customer at Salesforce
  26. 26. Listening Learning Driving ActionLearning Driving ActionListening
  27. 27. Turn facts into insight
  28. 28. Fact vs. Actionable Insight Customers are wary of artificial intelligence. “Let Einstein do its work, but batch it. I’m willing to test AI if I’m able to backtrack to see how things happened, how decisions were made, so I can tell Einstein it made a mistake, correct and make it smarter. That will go a long way to my being able to turn Einstein loose and feel comfortable.”
  29. 29. Fact vs. Actionable Insight IdeaExchange Ideas don’t get updates. 75% of the top 50 ideas are lacking an update within the last year.
  30. 30. Expand beyond data “We can talk about technology all day long, but the simple fact is that without integration I can’t really know my customers, and knowing my customers is the only way I stay ahead of the competition.” - CIO
  31. 31. Operationalize action + Trailblazer Community Salesforce Product Managers
  32. 32. Join the conversation Tell us what you want to see Celebrate the next step https://sfdc.co/IDXrGroup https://sfdc.co/PrioritizeIdeas https://sfdc.co/dreamforce IdeaExchange Mine requires Your help

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