Turn Feedback Into Features: Voice of the Customer Lessons from Salesforce
As part of the Salesforce Customer & Market Insights team, Scott focuses on customer feedback at scale, leading the product and program strategy for the Salesforce IdeaExchange and Known Issues sites. His team works with customers and product teams to ensure customers influence the Salesforce product roadmap. Previous to Salesforce, Scott held audit, technology and communication roles in the healthcare industry at McKesson, and IT advisory roles at EY.
Using Salesforce Flow and custom objects, you can structure the way you capture feedback from your customers (internal or external) in your main Salesforce org. You can take the next step to engage your customers by implementing a crowd-sourcing solution similar to the Salesforce IdeaExchange. And it’s not just about the technology, but the culture and program needed to make an effort like this succeed.