Primary Use Case: Social Selling Cadence

Background Overview

Sales success requires consistent and strategic customer outreach. Without defined cadences, sales efforts are random and ineffective. This primary use case describes cadence templates, reminder systems, and performance tracking for social selling excellence.

Goals & Value

• Cadence Templates: Standardized outreach sequences and timing.
• Reminder Closed Loop: Automated reminders and follow-ups.
• Performance Visualization: Clear visibility into sales activities and results.
• Sales Effectiveness: Improved conversion through strategic outreach.

Participating Roles

• Sales Representatives: Execute selling cadences.
• Sales Managers: Configure cadences and monitor performance.
• Sales Enablement: Develop cadence best practices.
• Marketing: Support cadences with content and campaigns.
• IT Team: Maintain cadence automation systems.

Primary Scenario User Story

As a sales representative, I want to follow structured outreach cadences with automated reminders, so that I can maintain consistent customer engagement and improve my close rate.

Sub-scenario Details

Sub-scenario A: Cadence Design & Templates

• Roles & Triggers: Need to create effective selling cadences.
• Main Process:
  1. Design cadence sequences (call, email, social touchpoints).
  2. Define timing and frequency for each touchpoint.
  3. Create cadence templates by customer type.
  4. Test and refine cadences based on performance.
• Success Criteria: Logical sequences; appropriate timing; proven effectiveness.
• Exceptions & Risk Control: Cadence errors; timing issues; template misuse.
• **Metric Suggestions: Cadence effectiveness, template usage, performance improvement.

Sub-scenario B: Automated Execution & Reminders

• Roles & Triggers: Execute cadences automatically.
• Main Process:
  1. Assign cadences to sales reps and customers.
  2. Send automated reminders for next actions.
  3. Track execution and completion.
  4. Adjust cadences based on customer responses.
• Success Criteria: Reliable automation; timely reminders; accurate tracking.
• Exceptions & Risk Control: Reminder failures; tracking errors; cadence disruptions.
• **Metric Suggestions: Reminder delivery rate, execution completion, tracking accuracy.

Sub-scenario C: Customer Response Management

• Roles & Triggers: Handle customer responses to cadence.
• Main Process:
  1. Track customer responses (positive, negative, neutral).
  2. Adjust cadence based on response.
  3. Escalate interested leads to next stage.
  4. Pause or end cadences for unqualified leads.
• Success Criteria: Appropriate response handling; proactive adjustments; lead progression.
• Exceptions & Risk Control: Response misclassification; escalation delays; cadence persistence.
• **Metric Suggestions: Response handling accuracy, escalation time, lead progression rate.

Sub-scenario D: Performance Tracking & Optimization

• Roles & Triggers: Monitor cadence performance.
• Main Process:
  1. Track key metrics (touchpoints, responses, conversions).
  2. Identify best-performing cadences.
  3. Optimize cadences based on data.
  4. Share best practices across team.
• Success Criteria: Clear metrics; actionable insights; continuous improvement.
• Exceptions & Risk Control: Metric errors; insight quality; optimization effectiveness.
• **Metric Suggestions: Conversion rate, cadence ROI, optimization impact.

Scenario-level Test Case Examples

Test Preparation: Prepare cadence automation platform, reminder system, tracking dashboard, and performance analytics.

Test Case A-1: Cadence Execution (Positive)

• Prerequisites: Cadence assigned to customer.
• Steps:
  1. Sales rep receives reminder.
  2. Executes cadence step (call, email, social).
• Expected Results:
  • Reminder sent on time.
  • Cadence step completed.
  • Response tracked accurately.

Test Case B-1: Lead Conversion (Negative)

• Prerequisites: Customer shows interest during cadence.
• Steps:
  1. Customer responds positively.
  2. Lead escalated to opportunity stage.
• Expected Results:
  • Response tracked accurately.
  • Cadence adjusted appropriately.
  • Lead progression initiated.

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