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.

1. Create Stellar Products by Measuring Customer Satisfaction and Social Media Dutta Satadip dutta@mba.berkeley.edu

2. 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

3. Why Measure ?

4. saas | cloud satisfaction = renewals

5. sales process satisfaction = quality references = quicker sales

6. How to Measure ?

7. potential existing survey social media

8. 1 get customer context survey

9. 2 quantify interest survey

10. 3 capture drivers survey

11. don't forget survey no more than 10 questions 10 point scales single page

12. don't forget social media target the social media sources continuous monitoring

13. What to Measure ?

14. statistics based metrics survey customer satisfaction models

15. statistics overall satisfaction = Σrating score/Σ respondents top/bottom % = Σtop rating score/Σ respondents

16. customer satisfaction models net promoter score key driver analysis apostle model

17. net promoter score = %promoters - %detractors promoters= % rated 10 or 9 detractors = % rated 6 or below

18. key driver analysis

19. themes sentiment share of voice reach social media

20. themes

21. share of voice

22. Show Roi

23. roi examples satisfaction :: renewals satisfaction :: upsell

24. renewals satisfaction = NPS renewals = # of deals renewed

25. resources survey: zoomerang social monitoring: socialmention, radian6 satisfaction models: markettools, vovici,satmetrix contact www.linkedin.com/in/duttas dutta@mba.berkeley.edu