How to Exceed the Expectations of Today's Digital Customers

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Let's face it -- from service and support to sales and marketing, today's customers expect a different type of engagement with the companies they care about. And they prefer to work with companies …

Let's face it -- from service and support to sales and marketing, today's customers expect a different type of engagement with the companies they care about. And they prefer to work with companies that recognize their changing expectations. In this practical session, Get Satisfaction and DRI will talk about how to create modern customer engagement infrastructure with Sugar at the core and a customer community as the friendly front-end. The value that your business will realize extends across the customer lifecycle -- reducing support cost with crowd-sourced knowledge, accelerating sales with better customer insight, and amplifying marketing automation with community interactions.

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  • 1. HOW TO EXCEED THE EXPECTATIONS OF TODAY’S DIGITAL CUSTOMERS Rahul Sachdev CEO Get Satisfaction @TwitterHandle #SugarCon Mitch Lieberman Managing Partner DRI
  • 2. 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 2
  • 3. CUSTOMER CHANGED Sub-heading
  • 4. 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!
  • 5. 5 Affects Marketing, Sales, and Service SALES-LED RELATIONSHIP ONE-TO-ONE SUPPORT PUSH MARKETING INFLUENCE-LED RELATIONSHIP (E.G., SOCIAL PROOF) MANY-TO-MANY SUPPORT 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. 6
  • 7. Our Value to Companies Modernize Support Accelerate Sales Differentiate Your Brand Innovate Together
  • 8. 8 A customer’s experiences with your products and services are a reflection of your culture
  • 9. 9 Integrating Community with Biz Process the Front-end of CRM
  • 10. How Get Satisfaction + DRI Are Better Unmatched Community Expertise $ Lowest TCO Ease of Use Actionable Insights Fastest Time to Value
  • 11. THANK YOU @GetSatisfaction and @DRIGlobal #SugarCon
  • 12. Chart Slide Title Here Example 1 2 3 4 5 6 12
  • 13. Data Table Slide Title Here 13 Column 1 Column 2 Column 3 Column 4 Column 5 Lorem ipsum dolor sit amet, consectetur. adipisicing elit, sed do eiusmod. tempor incididunt ut labore et dolore magna. Ut enim ad minim veniam. quis nostrud exercitation ullamco. Lorem ipsum dolor sit amet, consectetur. adipisicing elit, sed do eiusmod. tempor incididunt ut labore et dolore magna. Ut enim ad minim veniam. quis nostrud exercitation ullamco. Lorem ipsum dolor sit amet, consectetur. adipisicing elit, sed do eiusmod. tempor incididunt ut labore et dolore magna. Ut enim ad minim veniam. quis nostrud exercitation ullamco.