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Customer Satisfaction Surveys Feedback Drives Success John Corrigan, Vovici, VP Business Development Raj Parmar, ServePath, Director Services Marketing I: Building the Funnel

Safe Harbor Statement ,[object Object],[object Object],[object Object]

John Corrigan VP Business Development & Alliances [email_address]

About Vovici ,[object Object],[object Object],[object Object],[object Object],[object Object],Vovici is the leading provider of Enterprise Feedback Management (EFM) solutions, a growing field that includes online survey software and research services that enable the collection and management of feedback from customers, partners, and employees to help shape organizational strategy.

Leaders in Customer Satisfaction Surveys ,[object Object],[object Object],[object Object],[object Object]

Agenda ,[object Object],[object Object],[object Object],[object Object],[object Object]

Customer Satisfaction Surveys Hot Topic for Salesforce Users ,[object Object],[object Object],[object Object],[object Object],[object Object]

From Salesforce - Business Objectives Driving Executives To CRM 74% Improve customer data quality & mgt . 73% Improve sales pipeline visibility 54% Increase sales revenue 53% Improve customer service/support 47% Acquire new customers 43% Increase mkt. campaign effectiveness 38% Increase customer satisfaction 38% Increase customer retention 36% Enhance cross/up-sell opportunities 23% Increase customer loyalty Revenue Enhancement Customer Loyalty and Satisfaction Key Drivers Source: Salesforce.com July 2007 Customer Relationship Survey conducted by independent third-party. N=2622 worldwide respondents, randomly selected. Success Rate reflects respondents indicating “Definitely will” or “Probably will” continue to use salesforce.com.

How Executives are Achieving Objectives with Salesforce 90% Improved customer data quality and Mgt. 89% Improved sales pipeline visibility 89% Improved customer service and support 79% Increased customer satisfaction 77% Acquired new customers 74% Increased marketing campaign effectiveness 73% Increased customer retention 73% Enhanced cross-sell and up-sell opportunities 70% Increased sales revenue 63% Increased customer loyalty 57% Increased profit margins Revenue Enhancement Key Drivers Customer Loyalty and Satisfaction Source: Salesforce.com July 2007 Customer Relationship Survey conducted by independent third-party. N=2622 worldwide respondents, randomly selected. Success Rate reflects respondents indicating “Definitely will” or “Probably will” continue to use salesforce.com.

Creating Successful Customer Satisfaction Surveys

Listening Brings Advantages Customers Partners Employees Prospects

Customer Satisfaction Surveys What are you trying to accomplish? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Customer Satisfaction Surveys Successful Measuring ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Customer Satisfaction Surveys Making Feedback Continuous

Customer Satisfaction Surveys Guidelines for Success ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

ServePath & CRMSurveyor – Success Story

Raj Parmar Director Services [email_address]

About ServePath ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

ServePath Customers Customers in more than 100 countries Target industries: -Web 2.0 & Start-Ups -SaaS companies -Small/Medium businesses -Consultants & Resellers

The Challenge ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

The Solution ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Real-time Survey Dashboards ,[object Object]

Typical generated report ,[object Object]

The Future of Customer Feedback

Customer Satisfaction Surveys Three Principles for the Future ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Customer Satisfaction Surveys Three Principles for the Future ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Customer Satisfaction Surveys Three Principles for the Future ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

More Information ,[object Object],[object Object],[object Object],[object Object]

Session Feedback Let us know how we’re doing! ,[object Object],[object Object],[object Object],[object Object],[object Object],We strive to improve, t hank you for filling out our survey. ,[object Object],[object Object]

Thank You! ,[object Object],[object Object],[object Object],[object Object],[object Object]

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M B F008 Wildt 091907