Full functionality, strategic support, top value
Use Cases and Deployment Scope
Organizes complex, matrixed customer reference/ advocacy data so we can see our customer engagement from multiple angles and maximize value for both the customer and our company. Integration with Salesforce eliminates duplication, ensures consistency, and encourages user adoption. ReferenceEdge's full customer view enables strategic customer engagement and internal expectation management.
Pros
- Simplifies and streamlines complex matrixed customer information
- Enables strategic engagement through easy access to customer reference accounts, contacts, content, and activities they've participated in as well as are interested in participating in
- Cross-company adoption and visibility through native Salesforce integration
- Load balancing and protection from over-use/ burnout - critical.
Cons
- Ability to pre-populate a 'win wire' with deal info from SF. I believe this is being developed now.
- Standard organization of 'attributes' so it's easier to break out that report column into per-attribute columns.
- I like that they have an active Trello board for user suggestions and incorporate requests with each update.
Likelihood to Recommend
Absolutely the best for managing customer references/ advocacy. Comprehensive functionality and attentive and responsive support model, and they don't charge extra to use value-add functionality, such as the automated check-in on reference status, contacts, etc. They know this field and need thoroughly and have thought of everything. Native to Salesforce streamlined deployment and up-leveled cross-company support, and also were my full partner in educating me on how to use Salesforce reporting, which is a valuable professional advantage.
