Improve customer satisfaction by integrating Qualtrics surveys with Salesforce
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The document discusses the integration of Qualtrics with Salesforce, highlighting its role in enhancing customer satisfaction and lifecycle management. It outlines various customer feedback surveys focused on phases like lead generation, onboarding, and post-purchase experiences. The collaboration aims to provide a comprehensive view of customer experiences and facilitate better advocacy, support, and retention strategies.
Improve customer satisfaction by integrating Qualtrics surveys with Salesforce
- 1. Qualtrics – Salesforce integration SM
- 2. Introductions Andres Ceballos VP ISV & Channel Alliances Josh Cazier Sales Engineer Michael Wayner Customer Insights Manager
- 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 SM