6/7/11 Lou Guercia, CEO at Scribe, presented at a MassTLC SaaS seminar on customer satisfaction and the customer experience in a SaaS environment

1. Getting in Step with your Customers Better Customer Experience In the Cloud Lou Guercia, CEO

2. The Medium is the Message Customers use online and mobile every day to manage their lives quickly and easily. What are they experiencing with your business?

3. Delivering the Goods Provide superior documentation, training, and help. And make it easy to find, search, and understand. Know how customers learn from you. Communicate the way your customers prefer – chat, forums, Twitter, Facebook posts, phone, whatever – and do it better than anyone else. Askoften and listen to how to improve your offering and experience ... And then do it! OMG WTH Measure and Monitor. Measure and Monitor. Measure and Monitor. And Adjust.

4. Hot or Not? Measure! If you can monitor it, measure it. Use your measuring & monitoring tools to proactively service your customer. Evaluate customer experience metrics across the business, not just support or services. Integrate your data where appropriate to get a better picture of your customer and how to better service them.

5. Collision Avoidance B2B users are expecting help when they need it in a format they feel comfortable with. Be prepared to support all mediums! Be proactive and put your information out there. Stay active in Blogs, Twitter, Forums Wiki Phone Chat Forums eMail Ticket

6. Listen to Your Customers Your customers will tell you what they need

7. Contextual Enablement Embed help tools right into your SaaS application – “read the manual is so 1990s”

8. On-demand Training 30% higher student retention with human visible lecture material vs. screencast

9. Thank you! www.scribesoft.com lou.guercia@scribesoft.com