Surfacing & Utilizing User-Inputed Number of Employees Field
- Problem to Solve
- Intended Users
- User Experience Goal
- Proposal
- Further Details
- What does success look like, and how can we measure that?
- Documentation
Problem to Solve
Employee Count is a critical field that is used to derive segmentation, account ownership/alignment and resource allocation. Today, the user-inputed field is not taken into account.
However, in many cases the field enrichment data is not accurate, especially for small customers, and in those cases, the customers' input should be surfaced/taken into account or even being used as the SOT. As we plan for next year's self-service business, we need to explore leveraging and surfacing such a field throughout the customer lifecycle experience, and using it to inform how we engage with our customers.
Few questions:
- Q: What are the current placements in the product (fulfillment) where customers can see and update their
Total number of employees
field?- A: Customers can see this field in Customers Portal > Profile page
- Q: Are we able to surface that question/field within the product (GitLab) itself?
- A: This field is shown during free trial signup (and perhaps account registration?), but there's not a place in gitlab.com to update it after that.
- Q: How we can feed that data back into
SFDC
?- A: We only send this information to SFDC for Lead creation. We know that the
company size
field that we have in Customers Portal does not update any downstream system after the Customer account is created.
- A: We only send this information to SFDC for Lead creation. We know that the
Intended Users
User Experience Goal
Proposal
- Surface the
Total number of employees
questions for users in relevant in-product flows - Utilize the answer for
Total number of employees
to customize the user experience (e.g. onboarding flow, talk to sales CTAs, etc.) - Surface the
Total number of employees
questions to specific accounts on a given cadence (e.g. every X year for employees <Y) - Create an SFDC field for user-inputed
Total number of employees
and surface it on theAccount
- Update the SFDC logic for
Employee Count
to possibly take into account the user-inputedTotal number of employees
(maybe for a specific segment, or depending on confidence of enriched data)