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Once you have connected Salesforce with UserVoice, your product feedback will be enriched with Salesforce account data and feedback will be aggregated by account, giving you an objective, big picture view of customer needs. You’ll be able to see the most popular ideas across each of your account segments such as market segment, industry, highest-paying, and more.
For example, you can answer questions like:
- What are enterprise prospect accounts requesting?
- What are the top 10 priorities among active SMB customers?
- What were the product shortcomings experienced by churned accounts?
Feedback from an individual user doesn’t always tell the full story. In B2B, “accounts” are the customer! What if you have one idea with 50 votes from 2 accounts? Is that more important than another idea with 50 votes from 50 different accounts? This report places an emphasis on ideas with the highest number of supporting accounts as well as revenue.
The scatter plot surfaces the top ideas based on the number of supporting accounts on one axis and total revenue on the other. A dot in the top right corner shows that an idea will impact a large number of accounts and represents a significant amount of revenue, while a dot in the top left might only impact a few accounts but also represents a high revenue total.
Viewing Ideas by Account Segment
You can supplement your analysis of ideas by filtering by Account Segment. Below are examples of how you can utilize each account attribute.
Account Status - There are four account statuses: Active, Churned, Closed-Lost, and Prospect. If you’re focusing on retaining existing accounts, try filtering by Active to see what are the most popular ideas among active, paying customers. Likewise, viewing ideas supported by Prospects will surface insights into what non-customers are interested in.
Account Type - Account types vary depending on how you mapped your data from Salesforce. Perhaps you have VIP customers whose vote carries more weight than other accounts, or you have Legacy accounts who you still support but no longer fit your typical customer profile.
Market Segment - Different market segments have different needs, and filtering by this attribute allows you to focus on each one’s biggest need. Whether your focus is on enterprise customers or SMBs, filtering by this segment allows you to see the needs of each customer profile.
Plan - If your accounts are on different pricing tiers or use multiple products and services, filtering by Plan allows you to view only those that are important to you and your strategy.
Industry & Company Size - We’re automatically enriching account information in UserVoice to help you seamlessly view requests from accounts of different sizes and industries. The needs of a business with 10 employees versus 10,000 employees are likely going to be different.
Clicking on an idea will reveal an objective, quantitative view into the support of that idea. The overview tab reveals which account segments have the most support for the idea.
To view a more in-depth look into each segment’s support, click on the Segments tab to see each one in greater detail.
The Activity tab displays all recent comments and feedback on the idea, with the option to filter the activity for specific account statuses. The Supporting Accounts tab features a list of every account that has voted on the idea.
Clicking on an Account shows further detail about the account, such as: Number of Supported Ideas, Revenue, Number of Users, Account Type, Market Segment, Plan, Account Status, Industry, and Size.
Do a quick check on the latest public status about ideas they support, and review latest Activity.