The Year of the Horse: Clicktools in 2014
31st January, Chinese New Year, marks the start of the year of the horse. This is doubly significant for Clicktools as we were born in a horse year. In Chinese astrology, the spirit of the horse is warm-hearted, energetic, and driven to continuously improve. This sums up our approach and our plans for 2014: let me explain.
We have a reputation for being nice to do business with. This is not accidental. We pick staff for their friendliness and empathy and encourage them to do the right thing for customers. The biggest mistake a Clicktools person can make is to be rude, inconsiderate, or not listen to a customer. Even when we have a difference of opinion, there is no excuse for not being sociable and working hard to understand the customer’s issues and perspective.
To quote the words of a somewhat dubious Brian May song (do you remember the Ford ad?), “Everything we do is driven by you.” Customer feedback might be our business but customer focus is our common cause. As we grow, we have to put ever more energy into making sure we line up everything we do behind customers’ needs.
We are re-energising this customer focus with a company-wide program. The Customer Context Framework refreshes and strengthens descriptions of our target customers: who you are. A deep understanding of customer context means much more than broad demographic segments. We have focused on developing a deeper understanding of the challenges you face and how we can help better address them.
That clarity is now driving all teams to review what they are doing to help you succeed. And I do mean all teams. Marketing is reviewing our content strategy; Customer Success is building richer on-boarding plans and success paths; and Sales is revising demos – all to get closer to specific customer needs and expectations.
The most important project for 2014 is to further enhance the Clicktools product, fulfilling the spirit of the horse for continuous improvement. Building on the success of simple mobile surveys, we have more exciting plans. First to hit the streets will be strengthening security and simplifying sign-on processes with the introduction of Clicktools as a Salesforce Connected Application. As part of this, we will make it much easier to maintain your credentials for surveys integrated with any of our supported CRM solutions. Rather than change the CRM login settings for each survey, you will be able to change them just once, saving considerable time and significantly reducing synch errors from incorrect login details.
2014 will also see us upgrade reporting and strengthen the enterprise administration capability. We don’t like to pre-announce details but I know you will be excited about what we are adding. Finally, we are significantly revamping our Help documentation. We will bring functional Help and best practice guidance onto a single platform making it easier to find what you need. Later, we will roll out a customer community so that you can contribute and tap into the wealth of knowledge you all have.
Here’s to a spectacular 2014!