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