how to integrate your customer community with crm

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

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! Why Bother?

! Architecture

! Golden Nuggets

! How to get it

! Q&A

Agenda

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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

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API based

! REST API

! Push API (AKA Webhooks – in limited beta)

! New APIs

Architecture

! Fundamentally designed for ANY CRM system

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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?

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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

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       Contact  &  Account  associa-on  

Create  Lead  

Topic  details  

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Topic  details  

Replies  

Leads  

Cases  

Contact  

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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

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Update  Status  

Reply  to  topic  

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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

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Custom  field  (Assigned  To)  

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Sugar CRM – DRI Global

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How to Get It

! Salesforce.com

! Sugar CRM

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Questions

Answers.

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