Sarah Kelleher

Customer Journey Mapping: The Secret Sauce for Salesforce Success, Sarah Kelleher (@SarahKllhr), 101 level

Customer Journey Mapping aligns teams, promotes innovation, focuses strategy and defines objectives. What’s not to love? This session will explore why this is such a powerful tool and how businesses can use it to their advantage.

When you’re in the depths of a Salesforce project or busy managing day-to-day admin, it’s easy to forget that the customer should be at the heart of your strategy. If you’re not seeing ROI from Salesforce, struggling with adoption, missing your quarterly targets or lacking alignment in your teams, Customer Journey Mapping might just be your golden ticket. Taking a step away and bringing it all back to the customer can breathe life back into your org and revitalise your teams.