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Prompt: After 2 years of measuring customer satisfaction, the analysts continue to struggle to communicate customer satisfaction numbers (CSI) to management and employees. There has been reletively low buy-in despite the program ramping up to nearly 14,000 surveys annually. How could we move the employees to act on the data?

 

Solution: Make the data easier to read, and focus on suggestions rather than purely numbers

 

BEFORE - Example Slide

AFTER - Example Slide

 

 

 

 

 

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Challenge: Simply explain the sales, implemnetation, and support process for international companies reselling SpaSoft software. 

 

Solution: Worked with International Representative to map out how resellers should use Salesforce.com to run their business. Took model mapping and refined.