Post on 30-Oct-2014
description
Customer Satisfaction SurveysFeedback Drives Success
John Corrigan, Vovici, VP Business Development
Raj Parmar, ServePath, Director Services
Marketing I: Building the Funnel
Safe Harbor Statement
“Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements including but not limited to statements concerning the potential market for our existing service offerings and future offerings. All of our forward looking statements involve risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions proves incorrect, our results could differ materially from the results expressed or implied by the forward-looking statements we make.
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John Corrigan
VP Business Development & Alliances
jcorrigan@vovici.com
About Vovici
• INDUSTRY: SaaS Marketing Applications
• EMPLOYEES: 120
• GEOGRAPHY: Global – 3,300+ customers in 47 countries
• # USERS: 70+
• PRODUCT(S) USED: Sales, Service & Support, Marketing, Google AdWords
Vovici is the leading provider of Enterprise Feedback Management (EFM) solutions, a growing field that includes online survey software and research services that enable the collection and management of feedback from customers, partners, and employees to help shape organizational strategy.
Leaders in Customer Satisfaction Surveys
100,000,000+ feedback transactions processed annually
More than 50% of Vovici solutions deployed worldwide are
customer satisfaction surveys
AppExchange certified in 2006
New branding launched in 2007 – previously known as
WebSurveyor & Perseus
Agenda
Customer Satisfaction Surveys in Salesforce environments
Creating successful Customer Satisfaction Surveys
Case Study: ServePath & Vovici’s CRMSurveyor
Demonstration
The future of Customer Feedback
Customer Satisfaction Surveys Hot Topic for Salesforce Users
June 2006 Salesforce.com Customer Relationship Survey Customer Satisfaction Surveys among Top 10 ‘On-Demand Applications
of Most Interest to Salesforce.com Users’ in the next 12 to 18 months
June 2007 Salesforce.com Customer Relationship Survey Customer Satisfaction Surveys among Top 10 ‘On-Demand Applications
of Most Interest to Salesforce.com Users’ in the next 12 to 18 months
Why all this interest in Customer Satisfaction Surveys?
From Salesforce - Business Objectives Driving Executives To CRM
74% Improve customer data quality & mgt.
73% Improve sales pipeline visibility
54% Increase sales revenue
53% Improve customer service/support
47% Acquire new customers
43% Increase mkt. campaign effectiveness
38% Increase customer satisfaction
38% Increase customer retention
36% Enhance cross/up-sell opportunities
23% Increase customer loyalty
Revenue Enhancement
Customer Loyalty and Satisfaction
Key Drivers
Source: Salesforce.com July 2007 Customer Relationship Survey conducted by independent third-party. N=2622 worldwide respondents, randomly selected. Success Rate reflects respondents indicating “Definitely will” or “Probably will” continue to use salesforce.com.
How Executives are Achieving Objectives with Salesforce90% Improved customer data quality and Mgt.
89% Improved sales pipeline visibility
89% Improved customer service and support
79% Increased customer satisfaction
77% Acquired new customers
74% Increased marketing campaign effectiveness
73% Increased customer retention
73% Enhanced cross-sell and up-sell opportunities
70% Increased sales revenue
63% Increased customer loyalty
57% Increased profit margins
Revenue Enhancement
Key Drivers
Customer Loyalty and Satisfaction
Source: Salesforce.com July 2007 Customer Relationship Survey conducted by independent third-party. N=2622 worldwide respondents, randomly selected. Success Rate reflects respondents indicating “Definitely will” or “Probably will” continue to use salesforce.com.
Creating Successful Customer Satisfaction Surveys
Listening Brings Advantages
Customers
Partners
Employees
Prospects
Customer Satisfaction SurveysWhat are you trying to accomplish?
Satisfaction with what? With the product?
With the service?
With the employee?
With something else?
What are you trying to measure? Happiness with the overall experience?
The customer’s desire or intent?
The customer’s next steps?
Your company’s business objectives?
Customer Satisfaction SurveysSuccessful Measuring
Review surveying that has happened already Know what questions have already been asked
Avoid survey fatigue
Make the customer feel comfortable giving feedback Personalize the information & experience (data piping, logic)
Embedded images, links & video customize and enhance experience
Secure the data
Timing is everything Customer satisfaction surveys should not be annual event
Real-time feedback enables real-time action
It’s a continuous process – CRM & feedback are both dynamic
Customer Satisfaction Surveys Making Feedback Continuous
Customer Satisfaction SurveysGuidelines for Success
Ask the right questions
Manage the data Aggregation into a common source
User and security administration
Take (and provide) an enterprise view Integration
Reporting
Take action Alerts, triggers, checkboxes rather than ‘suggestion box’ text
View customer satisfaction survey data as an ASSET
ServePath & CRMSurveyor – Success Story
Raj Parmar
Director Services
raj@servepath.com
About ServePath
Leading provider of custom, dedicated server solutions & managed services
Provide scalable, internet infrastructure for over 2000 businesses worldwide
A team of multi-server experts
Keynote A+ rated network
Scalable, Grid-based internet hosted platform
10,000% Guaranteed® SLA
Microsoft Gold Certified partner
Co-location & Data Center in San Francisco
ServePath Customers
Customers in more than 100 countries
Target industries:-Web 2.0 & Start-Ups-SaaS companies-Small/Medium businesses-Consultants & Resellers
The Challenge
Moved to salesforce.com from another CRM package Chose SupportForce for 360 degree view of customer
Complex transition from old package
Missing some elements in support management toolbox
A trackable way to survey customers after Service contact
Went searching the AppExchange for a solution
The Solution
Found CRMSurveyor on the AppExchange
Trialed and implemented CRMSurveyor Helpful support staff from Vovici
Easy installation on Sandbox then migration to Production
Immediately started to extract the data we needed Customer experiences polled when a case is closed
Survey results
Problem tracking (from global view to individual customer interactions)
Had initial trending data in less than 24 hours
Created customized reports to track by person, group, problem &
customer
Survey questionnaire
Real-time Survey Dashboards
Better insight into Support Team effectiveness
Typical generated report
(Brief copy from Raj)
Demonstration
The Future of Customer Feedback
Customer Satisfaction SurveysThree Principles for the Future
1. Go online or go home +50% of Customer Satisfaction Surveys are still phone-based
Others conducting paper-based surveys via traditional mail
Online surveys have matured and your feedback partner should be
able to provide an advanced business solution to capture customer
satisfaction data
What to look for• Data aggregation & scalability
• Easy integration with business systems
• Usability
• Security
• Support
• Services
• Best practices
Customer Satisfaction SurveysThree Principles for the Future
2. Get interactive and real (-time) You own an online relationship, so take advantage of it!
When a transaction is complete, that is the best time to find out
what your customer is really thinking
Feedback of all kinds can and should be continuous – a
pulse, not an event
Immediate capture of customer reactions provides competitive
advantage• Rapid reporting
• Solving problems
• Recognizing trends
• Positioning as a leader
• Proprietary capture of emerging requirements
Customer Satisfaction SurveysThree Principles for the Future
3. Don’t forget about the world of Search – we are not alone Search is out there…and will not go away
Your customer’s satisfaction is increasingly out there,
whether or not you are managing the situation – so be
proactive!• Blogs
• Reviews
• Online postings
• Emerging forms of user-created content
• The new discipline of ‘managing buzz’ online
More Information
Vovici booth here at Dreamforce
Demos of AppExchange online feedback solutions
FREE trials of CRMSurveyor (AppExchange)
FREE trials of EFM Feedback at www.vovici.com (and soon on the
AppExchange)
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Thank You!
John Corrigan
jcorrigan@vovici.com
571.521.0530
Raj Parmar
raj@servepath.com