Community Integration with CRM

 

Udit Batra (@ubatra) Platform Product Manager Doug Nugent (@DougNuge) VP, Customer Success @getsatisfaction #GetSuccess

@getsatisfaction  2  #GetSuccess @DougNuge @ubatra

! Purpose –  Illustrate how community content adds value to mission-critical CRM

systems + processes

! Audience –  Business and practitioners involved in customer-facing business

processes

! Takeaways –  What hidden business value can be surfaced through an integration

–  How are the values delivered (functionality)

–  How can I get it?

Objective of this Session

@getsatisfaction  3  #GetSuccess @DougNuge @ubatra

! Why Bother?

! Architecture

! Golden Nuggets

! How to get it

! Q&A

Agenda

@getsatisfaction  4  #GetSuccess @DougNuge @ubatra

Data Value Propositions

! Accessibility - Quickly and easily access and manage social content

! Analysis – Get business insight into discussions

! Actionable – initiate action – establish new business processes (i.e. product feedback), and/or expand on existing (i.e. KB content development)

Why Bother?

! Get valuable community content into existing systems of record

@getsatisfaction  5  #GetSuccess @DougNuge @ubatra

API based

! REST API

! Push API (AKA Webhooks – in limited beta)

! New APIs

Architecture

! Fundamentally designed for ANY CRM system

@getsatisfaction  6  #GetSuccess @DougNuge @ubatra

What does it mean?

! A new dimension of the “customer relationship” – what are they talking about?

! You can manage day-to-day community engagement from within the existing platform

! Turn conversations into action + “close the loop”

Golden Nuggets

! What do you actually get?

@getsatisfaction  7  #GetSuccess @DougNuge @ubatra

Features

! All topics as a custom object

! Topics are automatically associated to Contact records

! Ability to create new Cases from Topics

! Ability to create new Leads from Topics

! Analytics/Reporting –  Identify Advocates – individuals and companies

–  Surface issues

Golden Nuggets

! What is the actual functionality

@getsatisfaction  8  #GetSuccess @DougNuge @ubatra

       Contact  &  Account  associa-on  

Create  Lead  

Topic  details  

@getsatisfaction  9  #GetSuccess @DougNuge @ubatra

Topic  details  

Replies  

Leads  

Cases  

Contact  

@getsatisfaction  10  #GetSuccess @DougNuge @ubatra

@getsatisfaction  11  #GetSuccess @DougNuge @ubatra

Features

! Update “Status” – “Answered”, “Solved”…

! Submit a reply

! Manage a queue

! Manage multiple communities from one system

! Aggregate analytics for multiple communities

Golden Nuggets

! Manage the Community from your CRM system

@getsatisfaction  12  #GetSuccess @DougNuge @ubatra

Update  Status  

Reply  to  topic  

@getsatisfaction  13  #GetSuccess @DougNuge @ubatra

Expanding business insights & processes

! Expand on categorizing content (value)

! Trigger automated workflow (assignment, escalation…)

! Create custom queues (for product…)

! Expand on existing processes –  Resolve privately with cases/tickets

–  Create leads

–  Generate KB content

Golden Nuggets

! Categorization and Workflow

@getsatisfaction  14  #GetSuccess @DougNuge @ubatra

Custom  field  (Assigned  To)  

@getsatisfaction  15  #GetSuccess @DougNuge @ubatra

@getsatisfaction  16  #GetSuccess @DougNuge @ubatra

Sugar CRM – DRI Global

@getsatisfaction  17  #GetSuccess @DougNuge @ubatra

How to Get It

! Salesforce.com

! Sugar CRM

@getsatisfaction  18  #GetSuccess @DougNuge @ubatra

Questions

Answers.

Topic:  How  does  community  content  add  business  value  to  mission  cri;cal  CRM  systems?    Link:  h@p://bit.ly/crmintegra;on