How to Exceed the Expectations of Today's Digital Customers
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HOW TO EXCEED THE EXPECTATIONS OF TODAY’S DIGITAL CUSTOMERS Rahul Sachdev CEO Get Satisfaction @TwitterHandle #SugarCon Mitch Lieberman Managing Partner DRI
description
Let's face it -- from service and support to sales and marketing, today's customers expect a different type of engagement with the companies they care about. And they prefer to work with companies that recognize their changing expectations. In this practical session, Get Satisfaction and DRI will talk about how to create modern customer engagement infrastructure with Sugar at the core and a customer community as the friendly front-end. The value that your business will realize extends across the customer lifecycle -- reducing support cost with crowd-sourced knowledge, accelerating sales with better customer insight, and amplifying marketing automation with community interactions.
Transcript of How to Exceed the Expectations of Today's Digital Customers
HOW TO EXCEED THE EXPECTATIONS OF TODAY’S DIGITAL
CUSTOMERSRahul Sachdev
CEO
Get Satisfaction
@TwitterHandle #SugarCon
Mitch Lieberman Managing Partner
DRI
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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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