create stellar products by measuring customer satisfaction and social media
DESCRIPTION
More than 90% of new software products will have subscription based pricing. The subscription based pricing works on the model that you pay for the software that you use and the customer will renew the subscription if and only if they are satisfied with the product. The key to reaping the benefits of a subscription based pricing is to keep customers happy. This session will focus on how product managers can measure customer satisfaction and efficiently process feedback on social media (Facebook, Twitter etc.). Product Managers can use this information to make key product decisions. The session will contain - Different metrics to measure satisfaction - Deriving metrics for measuring social media buzz - How to implement a cost effective program for continuous satisfaction measurement - Making social media feedback actionable beyond the buzz - Best practices in communicating satisfaction metrics to executives to create actionable recommendations At the end of the session, the attendee will be able to understand the right metrics to measure satisfaction and show tangible benefits to revenue via higher renewal rates.TRANSCRIPT
Dutta Satadip• Product Operations, Advertiser Products,
Google– Leadership roles in Product Management, Marketing,
Consulting and Engineering
– 10 + different enterprise software products with over 20+ end to end product lifecycles
– Global business development & execution in Europe (Czech Republic, Italy, Spain, UK, Germany) & Asia ( India, Viet Nam, Israel)
– MBA, Haas School of Business, UC Berkeley with background in Computer Science
• Board of Directors, National Hemophilia Foundation, New York• Markettools, HP, SAP• Avid traveler, over 25 countries with aspirations to double that
number
Why
Measure?
saas | cloud
satisfaction = renewals
sales process
satisfaction= quality references = quicker sales
How to
Measure?
survey social media
existing potential
1 get customer context
surv
ey
2 quantify interest
surv
ey
3 capture drivers
surv
ey
don't forget
no more than 10 questions10 point scales single page
surv
ey
don't forget
target the social media sourcescontinuous monitoring
soci
al m
edia
What to
Measure?
statistics based metrics
surv
ey
customer satisfaction models
statistics
overall satisfaction
top/bottom % = Σ rating score/Σ respondents
= Σ top rating score/Σ respondents
customer satisfaction models
net promoter scorekey driver analysis apostle model
net promoter score
= %promoters - %detractors
detractors = % rated 6 or below promoters= % rated 10 or 9
key driver analysis
soci
al m
edia
themessentimentshare of voicereach
themes
share of voice
Show
Roi
roi examples
satisfaction :: renewalssatisfaction :: upsell
renewals
satisfaction = NPSrenewals = # of deals renewed
resourcessurvey: zoomerang
social monitoring: socialmention, radian6 satisfaction models: markettools, vovici,satmetrix
contactwww.linkedin.com/in/duttas