improve customer satisfaction by integrating qualtrics surveys with salesforce
TRANSCRIPT
Qualtrics – Salesforce integration
SM
Introductions
Andres Ceballos VP ISV & Channel Alliances
Josh Cazier Sales Engineer
Michael Wayner Customer Insights Manager
Salesforce AppExchange
What do our customers want?
Customer satisfaction surveys 1
Excited to partner with Qualtrics
8K Brands Top 100 b-schools
2M Users
60% Fortune 100
100%
Why Salesforce + Qualtrics?
Advocacy
Nurture
Conversion
Fulfillment
Service
Loyalty
Customer
“Marketers can no longer sustain growth through acquisition alone; instead, they must manage the entire customer life-cycle to maximize the value of their customer portfolios.”
Acquisition
Source: Forrester Report Nov 19, 2012 – “How Analytics Drives Customer Life-Cycle Management”
Why Salesforce + Qualtrics?
Advocacy
Nurture
Conversion
Fulfillment
Service
Loyalty
Customer
Qualtrics can help during each stage of the customer life-cycle, from Lead Generation to Win/Loss Analysis to Transactional and Relationship Surveys.
Acquisition
Common use case for sales cloud
Opportunity
Why did we lose your business?
Reporting
Are you happy with your vendor?
Task assignments
Common use case for service cloud
Closed case
Did we resolve your
issue?
Reporting
Would you like to talk to a manager?
Action management
GE Intelligent Platforms case study
OBJECTIVE:
REQUIREMENTS:
100% coverage – complete view of customer experience
Fast & flexible (no IT) Easy and pleasant user interface Action management in Salesforce Reporting in Salesforce Automated (...and ad hoc) Short time to implement
Getting to 100% coverage
Growth/ Advocacy
Support Retention
Buying
Delivery
• Website • Initial Sales Meeting • Inside Sales Support • Sales Process
• Commercial Support • Onboard Process • Services Project • Training
• Self-help website • Technical Support • RMA
• Upgrades • Relationship
• Product Quality • Maintenance contract
Getting to 100% coverage
Growth/ Advocacy
Support Retention
Buying
Delivery
WHAT:
WHY:
Initial Sales Meeting Survey
Manually sent to customer and salesperson a few days after first sales meeting occurs.
Compare perceptions of outcomes and identify any gaps in meeting qualification.
Getting to 100% coverage
Growth/ Advocacy
Support Retention
Buying
Delivery
WHAT:
WHY:
Onboarding Survey
Survey sent 7 days after customer is shipped their order. Captures feedback on post-purchase experience—purchasing logistics, communication, and delivery.
Critical touchpoint for long-term mutual benefit and known shortcoming in the current CX.
Getting to 100% coverage
Growth/ Advocacy
Support Retention
Buying
Delivery
WHAT:
WHY:
Technical Support Survey
Survey sent 1 hour after case is closed to ensure satisfaction with solution, ease and timeliness, representative, and product quality.
Track that the outcome is effortlessly predictable for customers.
Getting to 100% coverage
Growth/ Advocacy
Support Retention
Buying
Delivery
WHAT:
WHY:
Product Quality Survey
Sent 3 months after purchase to collect feedback on product quality, functionality, ease of use, etc.
Ensures customer is having a positive product experience in advance of renewal and growth phase.
Getting to 100% coverage
Growth/ Advocacy
Support Retention
Buying
Delivery
WHAT:
WHY:
Relationship Survey
Sent 9 months after purchase to key customer stakeholders. Tracks customer opinions about retention, loyalty, and growth.
Pulse on business relationship with GE to ensure customers are still getting value from their solution(s) and still engaged with GE.
New features for ad hoc surveys
Contact list
How likely are you to
recommend?
Reporting
Would it be ok if we followed up with you?
Close-loop feedback
Qualtrics – Salesforce integration
SM