Customer 360 Dashboard for Zendesk Account Executives

 Zendesk operations team wanted to help account and business development teams by providing them modern and centralized customer 360 views. Account executives were going to 5 different resources to prepare for a client meeting, analyze customers’ current situation, and build a sales strategy to grow the account. The operations team wanted to deliver an effective, comprehensive, and user-friendly customer 360 dashboards to streamline sales operations while improving the experience for the Sales organization.

Research

Our research concluded that every account executive had built their own excel sheets and Salesforce Dashboards to get manage their own workflow as tools provided by Zendesk were counter-intuitive to use.

After understanding the current needs the team wanted to examine some best market practices and get inspiration to add analytics and insights to the dashboards that the Sales team was not thinking of. The method of visualization had to help the team build a quick perspective on clients’ current situation and where growth conversations could be had.

• Should we start from a map to focus on territory expansion?

• Should we start with account size to capture the fastest-growing customers?

• Should we look at the time elapsed since the last sales at the account to encourage conversation?

COMPETITIVE ANALYSIS - Discussion around the choice of data visualization

Wireframe