How this Sr. Client Account Executive uses Custom Objects on the road

Michaela McMenamin, a Sr. Client Account Executive at Outreach, shares insights live from Dreamforce at Outreachella. She discusses the use of Custom Objects to monitor customer health and the significance of following up with clients after events. Highlighting her account page for territory planning, she emphasizes the integration with Salesforce for case data and the need to mitigate customer risks. Michaela plans to follow up with a customer CTO, Sophia, and checks in on another client, Alphabet, while utilizing pre-built marketing content for effective outreach. Ultimately, she underscores the importance of timely communication and strategic engagement with customers.

Custom Objects @ Outreachella

Hi, I'm Michaela. I'm a client account executive at Outreach and you are joining me here live from Dreamforce at Outreachella. It's a busy time here right now. We've got a lot of customers on site and so I need to get a couple things done.

Utilizing Custom Objects for Customer Health

I'm gonna show you how I use custom objects to keep an eye on all of my customer health so that we can make sure to weave that stuff through conversations. Really important to keep that top of mind with customers. How to make sure to follow up with somebody after they came through our happy hour last night and also how to make sure that we keep the activity bumping and make sure that we continue to get customers flowing by our way. So let's jump in.

Account Management and Territory Planning

Right now I'm looking at the account page. So this is where I do all of my territory planning and my book of business management. I'm gonna hop into AKG Healthcare Group right now and one of the new capabilities that we have is to look at case data. So that custom object integration with Salesforce where I can easily in a single pane of glass keep an eye on any kind of escalations or tickets that are coming through.

Mitigating Customer Risks with Case Data

Because that's really important that we make sure that we're mitigating that risk for our customers. We're making sure that we're getting their stuff solved. So I can see right here Dana with AKG Healthcare opened up a ticket and that's probably something I wanna bring up at the booth later today just to make sure that she's all set. So thanks to the custom object integration there's no swivel tax for me hopping back and forth between different platforms to keep an eye on that.

Following Up with Customers Post-Event

Really quickly from my 360 view, I also wanna follow up with a customer CTO that I've been having conversations with and who sat by the happy hour last night. So from this view you can quickly see that Sophia is owed a follow-up email right here. So I've just selected Sophia's name within this task list. I'm gonna go ahead and start that task.

Using Templates for Efficient Communication

And I really just wanna quickly use the Streamforce happy hour follow-up template. Get that note out to her really quickly. Hey Sophia, thanks for dropping by last night. Let's make sure to continue the conversation and keep it going later tonight at Outreachella. So I can click send and complete to get that out really quickly. The third thing that I wanna do while I have a minute right now is just keep an eye on Alphabet. That's one of my current customers.

Engaging with Key Contacts

And you can see here I'm in the smart account plan. I wanna reach out to Dolly. She's somebody that I'm working with. So I go to the prospect page and you can see here everybody within that account that we talked to.

So real quick, there's Dolly. I'm gonna add her to sequence because I wanna make sure that she comes to our happy hour tonight. So I'll go ahead, I'll select Dolly, I'll add sequence here. There it is, Dreamforce booth invite sequence.

So that's that marketing content we've already got built ready to go. I'll hit add to sequence. And I'm all done making good use of the time. Thank you so much.

Conclusion and Final Thoughts

We've talked through custom objects, having everything in one place, how to weave in that kind of campaign or marketing information so that your sales reps can quickly get it out because we don't have a lot of time and making sure that we get people here tonight. All right, thanks so much.