Job Stories can only come from real customer interviews. Before designing a feature or new product, you must talk to real people and uncover all the anxieties and contexts which were in play when they used your or a competitor’s product. If you are interested in learning about techniques on how to conduct an interview, listen to the The Mattress Interview with Chris Spiek and Bob Moesta. Chris, Bob and Ervin also have a Udemy course on jobs-to-be-done customer interviews.
To deliver, Dan’s team is adapting Salesforce’s homegrown Trailhead interactive customer learning platform for in-house employee training. Sales Account Executives still start their careers with face-to-face Salesforce Academy training at headquarters. Trailhead builds off this foundation by flipping the classroom model. Employees and managers design one-on-one learning journeys to meet each individual employee’s unique personal development needs and goals. With Trailhead, Salesforce is leveraging new training technology to increase both Customer Success and Employee Success.