HOW TO EXCEED THE EXPECTATIONS OF TODAY’S DIGITAL
CUSTOMERSRahul Sachdev
CEO
Get Satisfaction
@TwitterHandle #SugarCon
Mitch Lieberman Managing Partner
DRI
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Introduction
• Being social is human nature,
– as it turns out, in company nature too
• Communities: a customer’s experience,
• CRM: an information and process hub,
• Questions
CUSTOMER CHANGED
Sub-heading
4
Shift Toward Do-it-Yourself (DIY)
Source: Forrester’s Top 15 Trends for Customer Service in 2013, January 14, 2013, Kate Leggett
#2 Self-serviceVoice is still #1 3rd is 1to1 channels
Community (24% increase)
Web Self-serve(12% increase)
But this is expensive!
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Affects Marketing, Sales, and Service
SALES-LED RELATIONSHIP
ONE-TO-ONESUPPORT
PUSHMARKETING
INFLUENCE-LED RELATIONSHIP (E.G., SOCIAL
PROOF)
MANY-TO-MANYSUPPORT
PULL (CONTENT)MARKETING
Shift From Company-centric Process
Shift To Customer-centric Process
6
The Challenge for CRM
• CRM is everywhere, in
organizations.
• Interactions can’t get lost,
no matter where they
take place.
• They need to trigger
“something”.
• This will enable a single,
unified customer
experience.
Our Value to Companies
Modernize
Support
Accelerate Sales
Differentiate Your Brand
Innovate Together
8
A customer’s experiences with your products and services are a reflection of your culture
9
Integrating Community with Biz Process the Front-end of CRM
How Get Satisfaction + DRI Are Better
Unmatched
Community
Expertise
$
Lowest TCO
Ease of Use
Actionable
Insights
Fastest Time to Value
THANK YOU
@GetSatisfaction and @DRIGlobal #SugarCon
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