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.

1. HOW TO EXCEED THE
EXPECTATIONS OF TODAY’S DIGITAL
CUSTOMERS
Rahul 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
2

3. CUSTOMER CHANGED
Sub-heading

4. 4
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!

5. 5
Affects Marketing, Sales, and Service
SALES-LED
RELATIONSHIP
ONE-TO-ONE
SUPPORT
PUSH
MARKETING
INFLUENCE-LED
RELATIONSHIP
(E.G., SOCIAL
PROOF)
MANY-TO-MANY
SUPPORT
PULL (CONTENT)
MARKETING
Shift From Company-centric Process
Shift To Customer-centric Process

6. 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.
6

7. Our Value to Companies
Modernize
Support
Accelerate Sales
Differentiate Your
Brand
Innovate Together

8. 8
A customer’s experiences
with your products and
services are a reflection
of your culture

9. 9
Integrating Community with Biz Process
the Front-end of CRM

10. How Get Satisfaction + DRI Are Better
Unmatched
Community
Expertise
$
Lowest
TCO
Ease of
Use
Actionable
Insights
Fastest Time to Value

11. THANK YOU
@GetSatisfaction and @DRIGlobal #SugarCon

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