HOW TO EXCEED THE EXPECTATIONS OF TODAY’S DIGITAL

CUSTOMERSRahul Sachdev

CEO

Get Satisfaction

@TwitterHandle #SugarCon

Mitch Lieberman Managing Partner

DRI

2

Introduction

• Being social is human nature,

– as it turns out, in company nature too

• Communities: a customer’s experience,

• CRM: an information and process hub,

• Questions

CUSTOMER CHANGED

Sub-heading

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Shift Toward Do-it-Yourself (DIY)

Source: Forrester’s Top 15 Trends for Customer Service in 2013, January 14, 2013, Kate Leggett

#2 Self-serviceVoice is still #1 3rd is 1to1 channels

Community (24% increase)

Web Self-serve(12% increase)

But this is expensive!

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Affects Marketing, Sales, and Service

SALES-LED RELATIONSHIP

ONE-TO-ONESUPPORT

PUSHMARKETING

INFLUENCE-LED RELATIONSHIP (E.G., SOCIAL

PROOF)

MANY-TO-MANYSUPPORT

PULL (CONTENT)MARKETING

Shift From Company-centric Process

Shift To Customer-centric Process

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The Challenge for CRM

• CRM is everywhere, in

organizations.

• Interactions can’t get lost,

no matter where they

take place.

• They need to trigger

“something”.

• This will enable a single,

unified customer

experience.

Our Value to Companies

Modernize

Support

Accelerate Sales

Differentiate Your Brand

Innovate Together

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A customer’s experiences with your products and services are a reflection of your culture

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Integrating Community with Biz Process the Front-end of CRM

How Get Satisfaction + DRI Are Better

Unmatched

Community

Expertise

$

Lowest TCO

Ease of Use

Actionable

Insights

Fastest Time to Value

THANK YOU

@GetSatisfaction and @DRIGlobal #SugarCon

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