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Dutta Satadip• Product Operations, Advertiser Products,
Google– Leadership roles in Product Management, Marketing,
Consulting and Engineering
– 10 + different enterprise software products with over 20+ end to end product lifecycles
– Global business development & execution in Europe (Czech Republic, Italy, Spain, UK, Germany) & Asia ( India, Viet Nam, Israel)
– MBA, Haas School of Business, UC Berkeley with background in Computer Science
• Board of Directors, National Hemophilia Foundation, New York• Markettools, HP, SAP• Avid traveler, over 25 countries with aspirations to double that
number
Why
Measure?
saas | cloud
satisfaction = renewals
sales process
satisfaction= quality references = quicker sales
How to
Measure?
survey social media
existing potential
1 get customer context
surv
ey
2 quantify interest
surv
ey
3 capture drivers
surv
ey
don't forget
no more than 10 questions10 point scales single page
surv
ey
don't forget
target the social media sourcescontinuous monitoring
soci
al m
edia
What to
Measure?
statistics based metrics
surv
ey
customer satisfaction models
statistics
overall satisfaction
top/bottom % = Σ rating score/Σ respondents
= Σ top rating score/Σ respondents
customer satisfaction models
net promoter scorekey driver analysis apostle model
net promoter score
= %promoters - %detractors
detractors = % rated 6 or below promoters= % rated 10 or 9
key driver analysis
soci
al m
edia
themessentimentshare of voicereach
themes
share of voice
Show
Roi
roi examples
satisfaction :: renewalssatisfaction :: upsell
renewals
satisfaction = NPSrenewals = # of deals renewed
resourcessurvey: zoomerang
social monitoring: socialmention, radian6 satisfaction models: markettools, vovici,satmetrix
contactwww.linkedin.com/in/duttas
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