How To Integrate Your Customer Community With CRM
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Transcript of How To Integrate Your Customer Community With CRM
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Community Integration with CRM
Udit Batra (@ubatra) Platform Product Manager Doug Nugent (@DougNuge) VP, Customer Success @getsatisfaction #GetSuccess
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@getsatisfaction 2 #GetSuccess @DougNuge @ubatra
! Purpose – Illustrate how community content adds value to mission-critical CRM
systems + processes
! Audience – Business and practitioners involved in customer-facing business
processes
! Takeaways – What hidden business value can be surfaced through an integration
– How are the values delivered (functionality)
– How can I get it?
Objective of this Session
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@getsatisfaction 3 #GetSuccess @DougNuge @ubatra
! Why Bother?
! Architecture
! Golden Nuggets
! How to get it
! Q&A
Agenda
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@getsatisfaction 4 #GetSuccess @DougNuge @ubatra
Data Value Propositions
! Accessibility - Quickly and easily access and manage social content
! Analysis – Get business insight into discussions
! Actionable – initiate action – establish new business processes (i.e. product feedback), and/or expand on existing (i.e. KB content development)
Why Bother?
! Get valuable community content into existing systems of record
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@getsatisfaction 5 #GetSuccess @DougNuge @ubatra
API based
! REST API
! Push API (AKA Webhooks – in limited beta)
! New APIs
Architecture
! Fundamentally designed for ANY CRM system
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@getsatisfaction 6 #GetSuccess @DougNuge @ubatra
What does it mean?
! A new dimension of the “customer relationship” – what are they talking about?
! You can manage day-to-day community engagement from within the existing platform
! Turn conversations into action + “close the loop”
Golden Nuggets
! What do you actually get?
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@getsatisfaction 7 #GetSuccess @DougNuge @ubatra
Features
! All topics as a custom object
! Topics are automatically associated to Contact records
! Ability to create new Cases from Topics
! Ability to create new Leads from Topics
! Analytics/Reporting – Identify Advocates – individuals and companies
– Surface issues
Golden Nuggets
! What is the actual functionality
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@getsatisfaction 8 #GetSuccess @DougNuge @ubatra
Contact & Account associa-on
Create Lead
Topic details
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Topic details
Replies
Leads
Cases
Contact
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Features
! Update “Status” – “Answered”, “Solved”…
! Submit a reply
! Manage a queue
! Manage multiple communities from one system
! Aggregate analytics for multiple communities
Golden Nuggets
! Manage the Community from your CRM system
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Update Status
Reply to topic
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Expanding business insights & processes
! Expand on categorizing content (value)
! Trigger automated workflow (assignment, escalation…)
! Create custom queues (for product…)
! Expand on existing processes – Resolve privately with cases/tickets
– Create leads
– Generate KB content
Golden Nuggets
! Categorization and Workflow
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Custom field (Assigned To)
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Sugar CRM – DRI Global
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How to Get It
! Salesforce.com
! Sugar CRM
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@getsatisfaction 18 #GetSuccess @DougNuge @ubatra
Questions
Answers.
Topic: How does community content add business value to mission cri;cal CRM systems? Link: h@p://bit.ly/crmintegra;on