Since this is going to involve a lot of time on the part of CR/Sales, and our customers - we should avoid going through this exercise more than once, and use it as an opportunity to clean up more than just 000 comments. The universe of things under review consists of:
- 000 comments and all numbered comments - even the ones we have found a solution for on the web, in order to ensure we eliminate any preferences that our outdated or that we can convince customers to drop
- Alert messages - many of which serve the same purpose as comments
- Contact information (name, address, email, etc.) and basic notification preferences
- What else?
Approach to laying out the assignment to sales/CR - Owen/Tina - can you fill this in? (How we coach Sales/CR on what it is we're asking them to do - in a way that really discourages clinging to old comments/preferences.)
We need to make it count by structuring the process and tools for Sales/CR - i.e., we should capture the feedback in a way that makes conversion over to new web preferences as efficient as possible - whether it is to be a manual or automated process, or a hybrid approach. For instance:
- What tools will Sales/CR need to do this review? Are they going to need another, more comprehensive data dump to work with? Or can they use a combination of Avante lookups + the 000 list? I think I need to give this more thought, and will need your input on the questions here to determine that. Regardless, they'll need to be brought up to speed on which comment types are going away, and which new ones we're creating.
- Will we have a means of automatically converting numbered comments into customer preferences on the new website? (Such as a data conversion program.) For example, freight accounts; 40 x 48 pallets; receiving hours; etc. If so, all of the 000s that survive the Sales/CR exercise AND can be mapped to a numbered comment (slated to be a preference on the new website) should be manually changed over in Avante sooner rahter than later.
- What about 000s that will map to new preferences on the website that are not numbered comments today (e.g. no gauge; no overrun; no cradlepack; etc.) Do we keep track of these in a spreadsheet? Will staff from CE/CR will manually enter these during pre-launch phase? Regardless, we want CR/Sales to log these in a uniform way; I will come up with a system based on the categorization work I've been doing, but I'd like input from IT on that.
- Whatever is a slam dunk to be deleted now should be deleted. Tina and Meme have been doing that here and there with comments and alerts, but I have a list of my own that I need to hand over to them. Do Sales/CR have the ability to delete comments? Or do we need them to hand a list over to CE?
We should not continue to add to the problem with new comments and new customers. What steps need to be taken to prevent that? What do we need to communicate to CE?
What are some key things to upsell/downsell? We may need to come up with some "what's in it for me" talking points for Sales/CR.
- Notification preferences - convert from faxing to email
- Cradlepack
- Needing to be contacted RE discrepancies
- What else… (I will go through my spreadsheet and notes to come up with more…)
We've filtered out customers with invoices no later than 10/12, and those with less than $1K annual sales. What do we do with their comments?