Announcing new features to Qualtrics' out-of-the-box integration with Salesforce. Learn how Qualtrics makes it easy to collect and act on customer feedback in Salesforce. Automatically trigger surveys based on events or send surveys in batches. Feed survey data into Salesforce to take action on and report on customer feedback. Speakers: Michael Wayner, Customer Insights Manager, GE Intelligent Platforms Andres Ceballos, Vice President ISV & Channel Alliances, Salesforce Josh Cazier, Sales Engineer, Qualtrics

1. Qualtrics – Salesforce integration
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2. Introductions
Andres Ceballos
VP ISV & Channel Alliances
Josh Cazier
Sales Engineer
Michael Wayner
Customer Insights Manager

3. Salesforce AppExchange

4. What do our customers want?
Customer satisfaction surveys 1

5. Excited to partner with Qualtrics
8K
Brands Top 100 b-schools
2M
Users
60%
Fortune 100
100%

6. 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”

7. 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

8. Common use case for sales cloud
Opportunity
Why did we
lose your
business?
Reporting
Are you happy with your
vendor?
Task assignments

9. Common use case for service cloud
Closed case
Did we
resolve your
issue?
Reporting
Would you like to talk to
a manager?
Action management

10. 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

11. Getting to 100% coverage
Growth/
Advocacy
SupportRetention
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

12. Getting to 100% coverage
Growth/
Advocacy
SupportRetention
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.

13. Getting to 100% coverage
Growth/
Advocacy
SupportRetention
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.

14. Getting to 100% coverage
Growth/
Advocacy
SupportRetention
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.

15. Getting to 100% coverage
Growth/
Advocacy
SupportRetention
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.

16. Getting to 100% coverage
Growth/
Advocacy
SupportRetention
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.

17. 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

18. Qualtrics – Salesforce integration
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