How do you personalize Enterprise Software for users?

1 Identify user segments

The first step to personalize enterprise software for users is to identify the different user segments that use the software. User segments are groups of users that share common characteristics, such as roles, tasks, skills, preferences, or behaviors. For example, a CRM software might have user segments such as sales managers, sales reps, marketers, and customer service agents. Each user segment has different needs and goals when using the software, and therefore might benefit from different personalization features.

2 Define personalization goals

The next step is to define the personalization goals for each user segment. Personalization goals are the desired outcomes or benefits that the personalization features aim to achieve for the users. For example, a personalization goal for sales reps might be to increase their sales performance by providing them with relevant leads, insights, and recommendations. A personalization goal for customer service agents might be to improve their customer satisfaction by enabling them to access and update customer information quickly and easily.

3 Choose personalization features

The third step is to choose the personalization features that will help achieve the personalization goals for each user segment. Personalization features are the specific aspects or elements of the software that can be customized or adapted to the user's needs or preferences. For example, a personalization feature for sales reps might be to allow them to customize their dashboard, filters, and reports. A personalization feature for customer service agents might be to provide them with chatbots, voice assistants, or smart forms.

4 Implement personalization features

The fourth step is to implement the personalization features in the software. This involves designing, developing, testing, and deploying the personalization features in a way that is user-friendly, secure, and scalable. Depending on the complexity and scope of the personalization features, this might require using different tools, techniques, and frameworks, such as APIs, AI, ML, or UX design. It is also important to consider the user feedback, privacy, and compliance issues that might arise from implementing personalization features.

5 Measure personalization outcomes

The fifth step is to measure the personalization outcomes for each user segment. Personalization outcomes are the actual results or impacts that the personalization features have on the user's behavior, performance, or satisfaction. For example, a personalization outcome for sales reps might be the number of leads converted, deals closed, or revenue generated. A personalization outcome for customer service agents might be the number of tickets resolved, customer ratings, or retention rates.

6 Optimize personalization features

The final step is to optimize the personalization features based on the personalization outcomes. Optimization involves analyzing, evaluating, and improving the personalization features to ensure that they are effective, efficient, and relevant for the user segments. For example, optimization might involve using A/B testing, analytics, or feedback loops to compare different personalization features, identify gaps or opportunities, and make adjustments or enhancements accordingly.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?