Create Stellar Products by Measuring Customer Satisfaction and Social Media

Dutta Satadipdutta@mba.berkeley.edu

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

dutta@mba.berkeley.edu