FLIPPIN’ AWESOMEDean Jones

CEO

Microsoft Dynamics CRM - Surveys

• Understanding the voice of the customer

• Common survey use cases

• How to design and build surveys using

PowerSurveyPlus

• How to send surveys via CRM workflow and SMS

• What you can do with survey responses, including

triggering additional workflows based on response and

using data for reporting

Listen to your customers

Voice of the Customer

Voice of Customer

• "will you buy from me again?"

• Customers have more to say then just a NPS

– They might have feedback on process, service or

product.

– They might just want a way to communicate a

message

– They may just want to update profile information

What to Ask

Why Surveys In CRM?

5

• Currently you talk to your customers…

• …and you try to keep your CRM updated

CRM

Why Surveys In CRM?

6

• Why not “Extend” your CRM

• Act upon customers feedback “Immediately”

CRM

Voice of Customer

• Look for trends

– Across products

– Across regions

– Across agents

• IMPORTANT… Act on the Information!!!

– Complaint

– Product Suggestion

– Profile Update

What do you do with the answers?

Common Survey Uses

9

You provided service or a product and

you want to get feedback on the

experience.

You just released a new product

and you want to collect

feedback from new users.

Someone just opened a case and

you want to get more information

before you make a follow up call.

CSAT

Customer Satisfaction...

Why use Surveys? Common UsesSurveys are not just used for customer satisfaction?

Product Feedback

How can we improve...

Profile Information

Before I call can you tell me...

Design and Build

Work In CRM

• Keeps it simple.

– Survey Information

– Configurable Text

– CSS

• Jump into the Designer

Build, Deploy, Report in CRM

Work In CRM

• Designer

(1.) Pages

(2.) Sections

(3.) Questions

Build, Deploy, Report in CRM

Work In CRM

• Page Settings

– Page

– Expression

Build, Deploy, Report in CRM

Work In CRM

• Section Settings

– Section

– Expression

Build, Deploy, Report in CRM

Work In CRM

• Question

– Question

– Expression

– Score

Build, Deploy, Report in CRM

Work In CRM

• Expressions

– Show/Hide

– Pages

– Sections

– Questions

• Use Tags from

prior questions

Build, Deploy, Report in CRM

Work In CRM

• Repeatable

– Work History

– Education

– Prior Addresses

• Same questions,

multiple times

Build, Deploy, Report in CRM

Work In CRM

• Score

– Set the score

for correct

answer

– Set the correct

answer

Build, Deploy, Report in CRM

SLUGS

19

Parameter from CRM or Prior Questions

Work In CRM

• Image

– Drag and Drop

– Select an

existing or

upload a new

image

Build, Deploy, Report in CRM

Surveys via CRM

Send out a Survey

• Place a link on Web Site

• Send out via e-mail

• Send out via SMS

• Send out via bulk e-mail

• Create Mobile app

Anonymous or Regarding

Send out a Survey

• When sending an e-mail

you can just select a

survey to include.

• Token to control where its

inserted or automatically at

the bottom

Sending via e-mail

Send out a Survey

• Set the regarding

• Select the survey

• Send Link via e-mail or

none

Sending via Survey Activity

Survey Slugs

• Append columns onto URL

• Values can be used in Survey titles, subtitles, paragraphs, questions

• Slugs VALUES are in results

Sending via Survey Activity

Send out a SurveySending via Workflow

Surveys Responses

Notification

28

Get Results Right Away

• Email are sent out

• Questions - contain

actual question not

slugs

Responses

29

Get Results Right Away

• Store Original

questions as well as

question that was

presented.

Reports

30

Get Results Right Away

• Can build OOB

reports to or

visualizations

THANK YOU!