Customer Engagement & Dynamics CRM Forum

Expand all | Collapse all

Sales Insights/Relationship Assistant cards

  • 1.  Sales Insights/Relationship Assistant cards

    GOLD CONTRIBUTOR
    Posted Jun 01, 2020 11:04 AM
    Any advice on which of the "free" cards in Sales Insights are valuable?  I have tested this out and I like the "Opportunity Closing Soon" card but others that scan emails to pick up key words and sentiments are just not working for me.  The read is WAY off!  Also, it is not isolating the search to only from existing contacts or leads in Dynamics, so I am getting cards that only relate to internal company emails. Would really like to connect with someone who has implemented this.

    ------------------------------
    Wendy Perrigo
    Dir, Sales Learning and Resources
    Center for Creative Leadership
    La Jolla CA
    ------------------------------
    Academy - Online Interactive Learning from Experts


  • 2.  RE: Sales Insights/Relationship Assistant cards

    TOP CONTRIBUTOR
    Posted Jun 02, 2020 08:59 AM
    Hi @Wendy Perrigo,

    Yes, unfortunately the intelligence behind these cards isn't always that intelligent. In most cases we've gotten it down to a very small and reliable list. And then we complement these cards using a combination of calculated fields, views and flows. The Sales Insights add-on is an additional cost, but if you like using cards, it allows you to create your own (it also includes the Sales Accelerator that is still in preview, but will be a very helpful feature).

    Some specific likes/dislikes with the cards.

    Like:
    • Close Date Coming Soon/Missed Close Date: This can be a helpful reminder to keep opps updated.
    • Related News: Not always perfect, but when it works it can be helpful
    • Near By Customers: For field teams who want to make the most of their time - can be helpful to see what other clients are near this one
    • Competitor Mentioned: If you do a good job of tracking a list of competitors
    • Some of the AI ones: We like these for roles that don't typically deal with the item. For example "Buying intent detected in email" is a good one to turn on for a customer service role who may not typically think about buying intent. It's a signal that they may want to share the information with a co-worker in more of a business development role. These are far from perfect, but these are a case where the AI may support the human working with the record.


    Dislike:
    • No Activity With ... (Account, Contact, Lead, Opp, Case): Our clients have found that these are mostly too restrictive. Different items and users should have different contact frequencies and these cards don't allow that flexibility. Here we use rollups, calculated and views to help users with daily and weekly planning.
    • Due Today and other date-driven items: These tend to just repeat what is already in a daily calendar or task list and more helpful items get buried. Most users are structured enough to not need these reminders - but depending on the organization, they can be helpful to some.
    • Most of the AI ones. Contrasting to my above AI Likes ... Some can be helpful, but if your team is able to read all of their email, they are mostly telling them things that they already know (or, when the AI isn't right, it's telling them things they don't need to know). If you have a team with a workload that keeps them from reviewing their email frequently, then maybe these are helpful. But if you have a fairly detail oriented group, these may just be a distraction.

    Hope that helps a bit.

    ------------------------------
    Geoff Ables
    Managing Partner
    C5 Insight
    Charlotte NC
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 3.  RE: Sales Insights/Relationship Assistant cards

    GOLD CONTRIBUTOR
    Posted Jun 02, 2020 10:36 AM
    Thanks, Geoff!  Very helpful, but disappointing that these are definitely not what they are pitched to deliver.

    ------------------------------
    Wendy Perrigo
    Dir, Sales Learning and Resources
    Center for Creative Leadership
    La Jolla CA
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 4.  RE: Sales Insights/Relationship Assistant cards

    SILVER CONTRIBUTOR
    Posted Jun 02, 2020 05:23 PM
    @Geoff Ables/ @Wendy Perrigo

    I appreciate you saying this, because we've found many of them are not so helpful after all and have opted for turning off most of them. I'm glad we're not alone in that thinking!​​​

    ------------------------------
    Chad Althaus
    Bray International, Inc.
    Houston TX
    ------------------------------

    Academy - Online Interactive Learning from Experts


If you've found this thread useful, dive deeper into User Group community content by role