|
| Problem: |
| The customer account team is distributed and shares information in
meetings, emails and phone calls. The "team" consists of a core group
with day to day and oversight responsibilities, as well as a wider
group of stakeholders in the product, marketing, operations, and
executive worlds. Keeping all parties up to date on information that is
directly or indirectly relevant is time consuming for all those
involved, and often information may be lost in the process. |
| Solution: |
| With
Traction, the team can share articles, email, notes, and other
information about the account to stay up to date and operate in unison,
in real time. The executive summary email keeps all team members and
stakeholders up to date on customer related activities without being
invasive. The system allows the organization to "look over the
shoulder" of the core account team without bothering them with phone
calls or emails asking for status or customer feedback. |
| A Traction project may also be created to share information,
communications and documents with the customer. The customer may also
use this space to directly provide feedback and get responses from the
organization. Often a customer or prospect may ask a series of
questions about a new product or service. Without Traction, the typical
process is to forward the customer's email to the 20 people that can
answer it, and the typical reaction is a CC: spaghetti mess. |
| The
ability to comment on the paragraph level allows Sales Engineers and
Product Managers to efficiently provide feedback and information that
can be made visible to the customer and can form the basis for future
FAQs or other knowledge elements. |
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