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M B F008 Wildt 091907

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M B F008 Wildt 091907

  1. 1. Customer Satisfaction Surveys Feedback Drives Success John Corrigan, Vovici, VP Business Development Raj Parmar, ServePath, Director Services Marketing I: Building the Funnel
  2. 2. Safe Harbor Statement <ul><li>“ 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. </li></ul><ul><li>The risks and uncertainties referred to above include - but are not limited to - risks associated with possible fluctuations in our operating results and cash flows, rate of growth and anticipated revenue run rate, errors, interruptions or delays in our service or our Web hosting, our new business model, our history of operating losses, the possibility that we will not remain profitable, breach of our security measures, the emerging market in which we operate, our relatively limited operating history, our ability to hire, retain and motivate our employees and manage our growth, competition, our ability to continue to release and gain customer acceptance of new and improved versions of our service, customer and partner acceptance of the AppExchange, successful customer deployment and utilization of our services, unanticipated changes in our effective tax rate, fluctuations in the number of shares outstanding, the price of such shares, foreign currency exchange rates and interest rates. </li></ul><ul><li>Further information on these and other factors that could affect our financial results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com/investor . Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law. </li></ul>
  3. 3. John Corrigan VP Business Development & Alliances [email_address]
  4. 4. About Vovici <ul><ul><li>INDUSTRY : SaaS Marketing Applications </li></ul></ul><ul><ul><li>EMPLOYEES : 120 </li></ul></ul><ul><ul><li>GEOGRAPHY : Global – 3,300+ customers in 47 countries </li></ul></ul><ul><ul><li># USERS : 70+ </li></ul></ul><ul><ul><li>PRODUCT(S) USED : Sales, Service & Support, Marketing, Google AdWords </li></ul></ul>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.
  5. 5. Leaders in Customer Satisfaction Surveys <ul><li>100,000,000+ feedback transactions processed annually </li></ul><ul><li>More than 50% of Vovici solutions deployed worldwide are customer satisfaction surveys </li></ul><ul><li>AppExchange certified in 2006 </li></ul><ul><li>New branding launched in 2007 – previously known as WebSurveyor & Perseus </li></ul>
  6. 6. Agenda <ul><li>Customer Satisfaction Surveys in Salesforce environments </li></ul><ul><li>Creating successful Customer Satisfaction Surveys </li></ul><ul><li>Case Study: ServePath & Vovici’s CRMSurveyor </li></ul><ul><ul><li>Demonstration </li></ul></ul><ul><li>The future of Customer Feedback </li></ul>
  7. 7. Customer Satisfaction Surveys Hot Topic for Salesforce Users <ul><li>June 2006 Salesforce.com Customer Relationship Survey </li></ul><ul><ul><li>Customer Satisfaction Surveys among Top 10 ‘On-Demand Applications of Most Interest to Salesforce.com Users’ in the next 12 to 18 months </li></ul></ul><ul><li>June 2007 Salesforce.com Customer Relationship Survey </li></ul><ul><ul><li>Customer Satisfaction Surveys among Top 10 ‘On-Demand Applications of Most Interest to Salesforce.com Users’ in the next 12 to 18 months </li></ul></ul><ul><li>Why all this interest in Customer Satisfaction Surveys ? </li></ul>
  8. 8. 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.
  9. 9. How Executives are Achieving Objectives with Salesforce 90% 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.
  10. 10. Creating Successful Customer Satisfaction Surveys
  11. 11. Listening Brings Advantages Customers Partners Employees Prospects
  12. 12. Customer Satisfaction Surveys What are you trying to accomplish? <ul><li>Satisfaction with what? </li></ul><ul><ul><li>With the product? </li></ul></ul><ul><ul><li>With the service? </li></ul></ul><ul><ul><li>With the employee? </li></ul></ul><ul><ul><li>With something else? </li></ul></ul><ul><li>What are you trying to measure? </li></ul><ul><ul><li>Happiness with the overall experience? </li></ul></ul><ul><ul><li>The customer’s desire or intent? </li></ul></ul><ul><ul><li>The customer’s next steps? </li></ul></ul><ul><ul><li>Your company’s business objectives? </li></ul></ul>
  13. 13. Customer Satisfaction Surveys Successful Measuring <ul><li>Review surveying that has happened already </li></ul><ul><ul><li>Know what questions have already been asked </li></ul></ul><ul><ul><li>Avoid survey fatigue </li></ul></ul><ul><li>Make the customer feel comfortable giving feedback </li></ul><ul><ul><li>Personalize the information & experience (data piping, logic) </li></ul></ul><ul><ul><li>Embedded images, links & video customize and enhance experience </li></ul></ul><ul><ul><li>Secure the data </li></ul></ul><ul><li>Timing is everything </li></ul><ul><ul><li>Customer satisfaction surveys should not be annual event </li></ul></ul><ul><ul><li>Real-time feedback enables real-time action </li></ul></ul><ul><ul><li>It’s a continuous process – CRM & feedback are both dynamic </li></ul></ul>
  14. 14. Customer Satisfaction Surveys Making Feedback Continuous
  15. 15. Customer Satisfaction Surveys Guidelines for Success <ul><li>Ask the right questions </li></ul><ul><li>Manage the data </li></ul><ul><ul><li>Aggregation into a common source </li></ul></ul><ul><ul><li>User and security administration </li></ul></ul><ul><li>Take (and provide) an enterprise view </li></ul><ul><ul><li>Integration </li></ul></ul><ul><ul><li>Reporting </li></ul></ul><ul><li>Take action </li></ul><ul><ul><li>Alerts, triggers, checkboxes rather than ‘suggestion box’ text </li></ul></ul><ul><li>View customer satisfaction survey data as an ASSET </li></ul>
  16. 16. ServePath & CRMSurveyor – Success Story
  17. 17. Raj Parmar Director Services [email_address]
  18. 18. About ServePath <ul><li>Leading provider of custom, dedicated server solutions & managed services </li></ul><ul><li>Provide scalable, internet infrastructure for over 2000 businesses worldwide </li></ul><ul><li>A team of multi-server experts </li></ul><ul><li>Keynote A+ rated network </li></ul><ul><li>Scalable, Grid-based internet hosted platform </li></ul><ul><li>10,000% Guaranteed® SLA </li></ul><ul><li>Microsoft Gold Certified partner </li></ul><ul><li>Co-location & Data Center in San Francisco </li></ul>
  19. 19. ServePath Customers Customers in more than 100 countries Target industries: -Web 2.0 & Start-Ups -SaaS companies -Small/Medium businesses -Consultants & Resellers
  20. 20. The Challenge <ul><li>Moved to salesforce.com from another CRM package </li></ul><ul><ul><li>Chose SupportForce for 360 degree view of customer </li></ul></ul><ul><li>Complex transition from old package </li></ul><ul><li>Missing some elements in support management toolbox </li></ul><ul><li>A trackable way to survey customers after Service contact </li></ul><ul><li>Went searching the AppExchange for a solution </li></ul>
  21. 21. The Solution <ul><li>Found CRMSurveyor on the AppExchange </li></ul><ul><li>Trialed and implemented CRMSurveyor </li></ul><ul><ul><li>Helpful support staff from Vovici </li></ul></ul><ul><ul><li>Easy installation on Sandbox then migration to Production </li></ul></ul><ul><li>Immediately started to extract the data we needed </li></ul><ul><ul><li>Customer experiences polled when a case is closed </li></ul></ul><ul><ul><li>Survey results </li></ul></ul><ul><ul><li>Problem tracking (from global view to individual customer interactions) </li></ul></ul><ul><ul><li>Had initial trending data in less than 24 hours </li></ul></ul><ul><ul><li>Created customized reports to track by person, group, problem & customer </li></ul></ul>
  22. 22. Survey questionnaire
  23. 23. Real-time Survey Dashboards <ul><li>Better insight into Support Team effectiveness </li></ul>
  24. 24. Typical generated report <ul><li>(Brief copy from Raj) </li></ul>
  25. 25. Demonstration
  26. 26. The Future of Customer Feedback
  27. 27. Customer Satisfaction Surveys Three Principles for the Future <ul><li>1. Go online or go home </li></ul><ul><ul><li>+50% of Customer Satisfaction Surveys are still phone-based </li></ul></ul><ul><ul><li>Others conducting paper-based surveys via traditional mail </li></ul></ul><ul><ul><li>Online surveys have matured and your feedback partner should be able to provide an advanced business solution to capture customer satisfaction data </li></ul></ul><ul><ul><li>What to look for </li></ul></ul><ul><ul><ul><li>Data aggregation & scalability </li></ul></ul></ul><ul><ul><ul><li>Easy integration with business systems </li></ul></ul></ul><ul><ul><ul><li>Usability </li></ul></ul></ul><ul><ul><ul><li>Security </li></ul></ul></ul><ul><ul><ul><li>Support </li></ul></ul></ul><ul><ul><ul><li>Services </li></ul></ul></ul><ul><ul><ul><li>Best practices </li></ul></ul></ul>
  28. 28. Customer Satisfaction Surveys Three Principles for the Future <ul><li>2. Get interactive and real (-time) </li></ul><ul><ul><li>You own an online relationship, so take advantage of it! </li></ul></ul><ul><ul><li>When a transaction is complete, that is the best time to find out what your customer is really thinking </li></ul></ul><ul><ul><li>Feedback of all kinds can and should be continuous – a pulse, not an event </li></ul></ul><ul><ul><li>Immediate capture of customer reactions provides competitive advantage </li></ul></ul><ul><ul><ul><li>Rapid reporting </li></ul></ul></ul><ul><ul><ul><li>Solving problems </li></ul></ul></ul><ul><ul><ul><li>Recognizing trends </li></ul></ul></ul><ul><ul><ul><li>Positioning as a leader </li></ul></ul></ul><ul><ul><ul><li>Proprietary capture of emerging requirements </li></ul></ul></ul>
  29. 29. Customer Satisfaction Surveys Three Principles for the Future <ul><li>3. Don’t forget about the world of Search – we are not alone </li></ul><ul><ul><li>Search is out there…and will not go away </li></ul></ul><ul><ul><li>Your customer’s satisfaction is increasingly out there, whether or not you are managing the situation – so be proactive! </li></ul></ul><ul><ul><ul><li>Blogs </li></ul></ul></ul><ul><ul><ul><li>Reviews </li></ul></ul></ul><ul><ul><ul><li>Online postings </li></ul></ul></ul><ul><ul><ul><li>Emerging forms of user-created content </li></ul></ul></ul><ul><ul><ul><li>The new discipline of ‘managing buzz’ online </li></ul></ul></ul>
  30. 30. More Information <ul><li>Vovici booth here at Dreamforce </li></ul><ul><li>Demos of AppExchange online feedback solutions </li></ul><ul><li>FREE trials of CRMSurveyor (AppExchange) </li></ul><ul><li>FREE trials of EFM Feedback at www.vovici.com (and soon on the AppExchange) </li></ul>
  31. 31. Session Feedback Let us know how we’re doing! <ul><li>Please score the session from 5 to 1 (5=excellent,1=needs improvement) in the following categories: </li></ul><ul><ul><li>Overall rating of the session </li></ul></ul><ul><ul><li>Quality of content </li></ul></ul><ul><ul><li>Strength of presentation delivery </li></ul></ul><ul><ul><li>Relevance of the session to your organization </li></ul></ul>We strive to improve, t hank you for filling out our survey. <ul><li>Additionally, please score each individual speaker on: </li></ul><ul><ul><li>Overall delivery of session </li></ul></ul>
  32. 32. Thank You! <ul><li>John Corrigan </li></ul><ul><ul><li>[email_address] </li></ul></ul><ul><ul><li>571.521.0530 </li></ul></ul><ul><li>Raj Parmar </li></ul><ul><ul><li>[email_address] </li></ul></ul>