Upselling and cross-selling are two of the most useful sales strategies. The best part about it is that your customer has already made a purchase from you. All you have to do is show them how their purchase has more value if they buy a new item that is related.

While it is easier said than done, certain products make for great upsells, like covers and cases for gadgets, handbags, and shoes for clothes, etc. Sometimes these items are quite dependent on the original item.

This method of selling piggybacks on sales already made. This also means that it is often the second time a customer is making a purchase from your store, so they can skip the initial steps like creating an account or typing their address. This makes for a much smoother checkout process with fewer chances of cart abandonment.

If you are selling an item like a storage card for a camera, then it is a product that makes their original purchase more useful, and so automatically becomes an item you will successfully upsell.

You can cross-sell or upsell after purchases or even after surveys you send and that’s how you increase sales with the survey. In order to do that, you will have to configure it in your surveys. Here’s how to go about it:

After configuring and inserting the details in the survey detail page, welcome page, and survey question page, you can add a Thank you page at the end of the survey.

You can customize the Thank you page as per your requirements using the inbuilt Tiny MCE Editor.

You can add the custom source code to design the Thank you page and insert the custom links.
Once your customers place the order or fill the survey, you can navigate them again on your shopping site by offering some other products related to the placed orders from the Thank you page.

You can insert the links to other products on this page. This way the customer will see other relevant products. This way you can increase sales of items that can pair well with the item they have already purchased.

With an online store, there is no one way to sell. There are multiple options and ways to get your products in the hands of the customers. And it is all about placing them in the right place at the right time. The ‘Thank You’ page after checkout or after a product survey are only some of those places. They also happen to be some of the influential ones since the customer is already thinking about their purchase.

All product and company names are trademarks, registered® or copyright© trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.

The post Strategy for Retention/Upselling/Cross-Selling using Survey Rocket appeared first on AppJetty .

“Your most unhappy customers are your greatest source of learning – Bill Gates.”

This is one of the unspoken truths for any business. Knowing what your customers want, their understanding of products, and feedback are essential.

And to know your happy and unhappy customers is crucial. However, the question is; how to know them, bifurcate, understand their feedback, and try to get insights from it?

This is when taking product/service surveys come in. But, the job is not to only take surveys but understand and rework on your product based on it. And to carry out effective surveys, there are various CRM survey tools like Survey Rocket.

One of the plethora of tasks for your employees is the endless scrolling in the spreadsheet to understand feedback and get the needed information out of it.

Here, we will see the three major things you can do using SugarCRM survey module for your customer experience survey. And understand your happy and unhappy customers.

Categorizing the survey feedback:

You might be providing multiple services or products to your customers, and this brings lots of surveys your way. So, categorizing and dividing them makes the work easy for your team members.

Are you thinking: How to categorize them?

Here it is:

You can use the following three techniques to do so:

Programming:Using different coding strategies and defining algorithms, you can filter qualitative content out of quantitative. You define it based on price, service, products, quality, etc. Alternatively, you may also define it based on positive, negative, or neutral values. More simplistically, use the numbering scale and represent them on a scale of 1 to 10.

AI: It is magic! Leverage the power of artificial intelligence and interpret whether the feedback is positive, negative, or neutral. You can also make tweaks in the AI algorithm based on different languages and contexts.

Sentiment AI: This is a new and emerging field. You can use it to read the feedback of customers, tag the phrases, define positive or negative feedback, and more. It will provide you with quantitative data and will help you define and know your customers’ feedback.

You can use any of the three ways to categorize your data or a combination of any two. The method you use solely depends on your company.
Once you are done deciding the method and categorizing your customers’ feedback, you can analyze it in detail.

Now, analyzing data becomes easier for your team members. It will provide them with in-depth knowledge about your customers’ point of view of your product.

Analyzing Feedback:

Get the segregated data in a spreadsheet or other visual format. Using it, your team can start the analysis. With analysis, you understand:

Once you get the data and perceive your customer expectations, reasons behind using or not using your product, etc., you can make changes. Additionally, based on this data, you can also define your marketing campaigns, define product strategies, and more. All of these together will help you provide your customers with a better experience.

Know the root causes:

After analyzing your data, you can go much deeper into facts and know what issues your customers are facing. It will help you get more clarity on ways you can improve your customer experience.

For example: if your customers are complaining about particular features or they don’t have any idea about ways to use your product. Then you can straightway contact them and help them via calls, video calls, etc.
This will show that you care for your customers and are on your toes to provide better service.
Check out this Twitter thread:

Hey @WebCreators can we expect integration with @Medium plugin if any?

Also, if I'm using @teammakestories for creating a web stories, can you allow to add images, gifs, or videos from my computer?

— Thaker Hiral #WomenInTech #Blogger #DevFestIndia (@hiralthaker12) October 7, 2020

I got an immediate response, and we had a call about using their tool appropriately. This shows that they understand their customers’ issues and are available to solve them. This whole thing leaves a lasting impression of the company on me, and I am very likely to be their customer in the future.

Surveys and customer feedback are vital. You can use it to its full potential and know how your products are doing. It will even help you in decision making when and where needed.

Creating the right products to make your customers’ life easy and serve them better is the aim of any business. And various CRM survey software helps to complete this task easily. There are various tools available in the market, which makes your task easy to carry out surveys.

But, have you ever thought about using a survey that integrates with your CRM easily?

Oh yes! You heard it right. Our SugarCRM Survey Rocket integrates with your CRM and helps you make your business more customer-centric. It will help you create interactive surveys using different survey templates, automation features, net promoter scores and more.

Using all the above mentioned tools you can create detailed, creative, impactful surveys for your customers. This type of detailed surveys help to understand your customers’ feedback better, their expectations from your product, and your team can improve your product with this insight.

Get different types of survey templates, survey automation features, net promoter scores, and more. The only and perfect solution for your business.

All product and company names are trademarks, registered® or copyright© trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.

The post How to Get the Best out of Customer Experience Feedback appeared first on AppJetty .

Customer satisfaction is an essential thing for which businesses work day and night to achieve. Understanding your customers, solving their problems, fulfilling their expectations all put together lead to satisfied customers. Let’s say you are doing everything to satisfy your customers, understand their needs, but how to figure out the current satisfaction rate of your customers? How are you going to evaluate if sales and marketing strategies or product strategies are working or not?

This is when customer satisfaction surveys come in.

What is a Customer Satisfaction Survey?

Customer satisfaction survey is a set of questions businesses design to understand their customers’ needs from their products and services and if they are getting fulfilled or not. These surveys also help businesses to grow, strategize, and provide better customer experiences.

There are various types of customer satisfaction surveys and each of them has a different purpose and value to add to your strategies.

Types of Customer Satisfaction Surveys

→ CSAT
→ Net Promoter Survey
→ Customer Effort Survey
→ Milestone Survey

Let’s see understand each of them in brief:

→ CSAT

CSAT (Customer Satisfaction) is useful to measure the key performance indicators of your products. They are usually made up of easy yes & no answers or ratings. Based on the feedback, evaluate the amount of attention you need to give to particular products or services.

Formula to calculate CSAT:
(Number of satisfied customers / Number of survey responses) x 100 = % of satisfied customers

→ Net Promoter Survey

Net Promoter Survey shows how likely your customers are to recommend your company’s products to their colleagues, friends, and family. This survey usually contains a question with a scale between 0 to 10. These ratings help you understand where your products stand in the market. Additionally, it helps categorize your audience into detractors, passives, and promoters — and accordingly, you can segment and target your customers.

How to Calculate NPS:
NPS = % Promoters (rating more than 6) – % Detractors (rating equal to or lower than 6)

→ Customer Effort Survey

Customer Effort Surveys are useful to know how much effort your customers have to make to solve issues within your products. This survey includes questions like: how easy was it to solve your problem? With options like satisfied, very satisfied, difficult, very difficult, etc. They are sent once the support ticket is closed after solving an issue.

→ Milestone Surveys

They are useful to know your customers better. Milestone surveys are carried out after a certain time period like once they sign up for your services, upon the end of the trial, or once the onboarding finishes basically after a milestone. These help you understand the effectiveness of your milestones and your customers’ interaction with your company which then empowers you with insights that can help you grow drastically.

Types of Questions to include in Customer Satisfaction Surveys

They are six types of questions you can include in these types of surveys. Let’s discuss each of them:

→ Multiple choice questions

Multiple choice questions have a limited and predefined number of answers and the respondents need to select from the available options only. It becomes easy to get a response from your users as it takes fewer efforts to answer them. Multiple choice questions include questions like rating, binary scale, or nominal questions.

→ Binary scale questions

Binary scale questions provide two possible answers either yes or no or thumbs up or thumbs down. It can be used to ask some of the common questions like:
Did customer support help you find the solution you were looking for today? (yes/no)

→ Rating Scale questions

Rating scale questions provide a range of options for respondents to select. Your customers can rate your support staff or your products using the scale They are likely to come under the NPS survey type.

→ Nominal questions

Nominal questions usually have categorized answers. The categories don’t overlap and you also can’t apply a numerical value to them.

Example: Which of the following describe you?
→ Male
→ Female
→ Prefer not to answer

→ Likert scale questions

The likert questionnaires have five pointer or seven pointer scales and are useful to evaluate how customers feel about your business, services, products or anything. The least number i.e. 1 represents extreme view and highest number represents the opposite extreme view. Whereas, the middle number represents a moderate view.

Example:

To what extent do you agree with the following statement?
[Product name]’s onboarding process was simple, straightforward, and painless.

1 – Strongly disagree
2 – Somewhat disagree
3 – Neither agree nor disagree
4 – Somewhat agree
5 – Strongly agree

→ Semantic differential questions

They are similar to likert scale questions but are descriptive compared to likert.

They are:

How helpful do you find our video tutorials?

1 – Not helpful at all
2 – Barely helpful
3 – Neither helpful nor unhelpful
4 – Somewhat helpful
5 – Very helpful

In the name of the surveys,

Having happy customers is the true measure of success for any business. And to understand their experience with you, it’s important to engage with your customers, understand them, and keep improving and surveys play a major role.

Ready to take satisfaction to the next level?

Create and send robust customer satisfaction surveys in a few steps using Survey Rocket. A Sugar and Suite CRM extension with exclusive features like data piping, NPS, survey analytics and more.

If you are using Sugar or Suite CRM, you can start your free trial today!

All product and company names are trademarks, registered® or copyright© trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.

The post Your Complete Guide to Customer Satisfaction Surveys appeared first on AppJetty .

There are different ways to get feedback from the customers regarding their experiences with your organization as well as your products/services.

Even with many platforms available to communicate with your customers, good old surveys make for the best way to get their feedback in a more organized way. Especially if your survey tool is well integrated with your CRM, then you can craft, send, and analyze the surveys; right from your CRM.

If you use Sugar or Suite CRM, then maybe you would like to check out our survey module: Survey Rocket. Created natively to work with both these CRMs and is equipped with advanced features like Data Piping, Skip Logic, Survey Automation, etc.

Back to customer experience surveys.

One of the best ways to assess your customers’ experience with your organization is to send out Ratings or NPS surveys. The key to the success of these surveys lies in understanding when’s the right time to send them.

Is it just after they’ve received their order? – yes, if you want to assess your order fulfillment process.

Is it 15 days after they’ve received their package? – yes, if you want to assess their experience with your product.

Frankly, the timing depends on the questions you are asking. If you are asking the right questions, you are halfway there.

The other half includes you to create, send, and analyze these customer experience surveys.

In this blog, we are demonstrating how to create a customer experience survey with rating and NPS questions using our tool, Survey Rocket.

It has plenty of question types to create a number of surveys for different purposes including the Ratings & NPS.

To create a survey, you can either select a template from the Survey Template option or you can create a Survey from scratch.

Once you’ve decided which way to go, add the basic details of the survey like title, logo, background, etc., and of the Welcome Page.

After that, click on the Survey Pages tab where you can drag and drop the Survey question types from the right side Page Component section.

Since we are talking about customer experience surveys, you can drag and drop Rating and NPS questions.

Ratings and NPS

→ Survey Title: Market Research Survey to Understand Brand Positioning
→ Survey Page Title: Marketing Research
Here the Rating and NPS question types are inserted on the Survey Page.
→ Rating type of Question: “How would you rate the overall experience with Survey Rocket?”
→ NPS type of Question: “How likely are you to recommend the “Survey Rocket” to your friends and colleagues?”

You can edit and configure the Advanced Options of the Rating & NPS question types.

Advanced Option includes question validator and other required options.

Advanced Option for Rating question type:

→ Help Tip: You can add one for each Survey question. ‘Help Tips’ is text you can set to guide respondents to properly give feedback in case of complex questions. For example, if you think you may need to explain a term used in a question, you can use a tip to clarify the term or purpose of the question.
→ Is Required Box: If you want to make any question mandatory for respondents during the survey, select the ‘Is Required box’.
→ Add Question Separator? To separate the Question with a horizontal line, select the ‘Add Question Separator?’ option.

Advanced Option for NPS question type:

→ Help Tip: You can add a help tip for this question type as well.
→ Display Label: The NPS question type collects the responses and segments them on a 0-10 point scale into promoters, passives, and detractors. So, add the labels: Very Unlikely for 0 and Very Likely for 10. You can edit the low and max labels as per your question.
→ Is Required box: If you want to make any question mandatory for respondents during the survey, select the ‘Is Required box’.
→ Add Question Separator? To separate the Question with a horizontal line, select the ‘Add Question Separator?’ option.

Logic option for NPS question type:

The Logic (Skip Logic) feature allows you to customize your survey for each respondent by applying logic to the answer choices. Based on a respondent’s answer, branching logic will be created as per the conditions defined by you. You can provide a follow-up question based on the respondent’s answer to the NPS question. Like if they choose between 5-7, you can have a follow-up question like ‘What would you like us to improve?’.

To apply the logic option, you must create the survey and save it first. Once you save a survey, edit that survey which will enable the Logic tab.

Click on the logic tab to set the logic for a question.

You can select the required Logic option from the dropdown list for particular answers. Suppose, if you have selected the Show/Hide Questions, you can select the question from the list of the questions which you’ve already inserted on the survey page.

After selecting the question and configuring other advanced options, save the survey and publish it.

Then, by generating the link or sending via email or WhatsApp, you can distribute your survey.

Here’s the preview of the survey:

Ready to create and send customer experience surveys?

The post How to Create Customer Experience Survey (Ratings and NPS) using Survey Rocket appeared first on AppJetty .

Previously, we wrote all about market research survey. What it is, why conduct such surveys, types of market research surveys, and more. In this blog, we are simply going to cover how to craft a market research survey using our Sugar CRM extension, Survey Rocket.

Step 1: Install the Survey Rocket into the SugarCRM.

Log-in as Administrator into SugarCRM.

Navigate to the Administration page → Click on ‘Module Loader’ to install the package.

After a successful installation, you can see the Survey Rocket in the Installed plug-in list in the ‘Module Loader’ page.

Step 2: Activate the plugin

Enter the License activation key provided by AppJetty. Then click on Validate and then save the settings to activate the plugin.

Step 3: Create a Market Research Survey

After activating the Survey Rocket plugin, you will get the Survey related options in the SugarCRM menu.

You can create a survey either by choosing a template from the Survey Templates option or create a survey from scratch from the Surveys page.

In this instance, we’ll show you how to create a survey from scratch.

Once you select the ‘surveys’ option, you will find the following options:
→ Details Page
→ Survey Welcome Page
→ Survey Pages
→ Thank You Page
→ Advanced Survey Configuration (Automatic Survey Reminders)

You will get the default content and design for Survey Welcome & Thank you pages, but you can customize as per your requirement.

After making the changes in the welcome page, navigate to the Survey Pages to create a market research survey with different question types like dropdown list, rating, NPS, etc. with our drag and drop survey builder. Just pick the type of question, drag it to the survey pages section and drop it there.

Add the necessary data like the question, options, etc.

The post How to Create Market Research Surveys using Survey Rocket appeared first on AppJetty .

Employees form a crucial part of an organization. As long as you don’t know what your employees think about your organization, policies, and regulations, you can’t gauge the level of satisfaction among them or even understand what motivates them.

You can say – a well-crafted employee engagement and satisfaction survey is the key to getting insights into the employees’ viewpoints fast and easy.

Now the question is – How to Create Perfect Employee Surveys?

Well, before we go on to discuss the answer in detail, let’s walk you through the types and benefits of employee surveys and how they can help ‘keep’ employees.

Here is how employee surveys can help an organization.

Benefits of Employee Surveys

Make Employees Feel Empowered

Employee surveys help build and nurture a conducive work environment where employees feel that they have the means to express their views, grievances, and concerns. It assures them that their voices are heard and they feel empowered.
Facilitates Communication between Different Hierarchical Levels

The leader of an organization is as good as the employees. If a leader needs to lead well, they must listen – to what the team has to say. And conducting employee opinion surveys can be one of the best and most efficient ways for that.
While it may not be practically possible to listen to every single employee’s issues or opinions, employee opinion surveys can streamline the conveying of ‘opinions’ to higher management.

Help Predict the Employees’ Behavior

To run your organization better, predicting your employees’ behavior and future actions can be highly helpful. By including some employee engagement surveys in your work culture, you can easily find out the general behavior of your employees and predict their level of commitment and dedication for your organization in the future.

Employee engagement surveys are more beneficial for an HR manager as they get valuable insights into employees’ engagement levels and can make efforts to retain the employees for long by forming new HR policies or modifying the existing ones accordingly, motivating the employees and increase their level of satisfaction and connect with the organization.

Help Identify Lesser-Known/Unreported Issues

Managing a workforce is a herculean task. A lot of issues go unspoken or unreported at times – especially in a big organization. If kept unreported, unnoticed, and unresolved for longer periods, they hamper the employees’ productivity and performance. Employee surveys can help identify these unreported issues and then you can take necessary actions in time to resolve them effectively before they aggravate and cause further harm to the organization.

Help Set Benchmarks for Employees’ Satisfaction

By repeating the same types of questions over a few surveys, you can easily gauge whether the employees’ satisfaction levels are increasing or decreasing over time by noting down employees’ responses every time and comparing them with the previous surveys’ results. This way, you can track the progress of your policies, HR team’s performance, and more.

Further, you can also set benchmarks for employee satisfaction and work accordingly to achieve them in stipulated time.

Types of Employee Surveys

The term ‘employee surveys’ is an umbrella term that includes various types of surveys:

➤ Employee Satisfaction Surveys – To help assess the overall satisfaction level of employees working at a point in time in the organization and find out the areas of dissatisfaction (if any) to improve them.

➤ Employee Engagement Surveys – To help identify the ground-level causes of employee satisfaction and strengthen those areas further to increase the overall productivity, job satisfaction, and loyalty.

➤ Employee Opinion Surveys – To help boost the employees’ morale by allowing them to express their views confidently.

➤ Organizational Assessment Surveys – To gain valuable insights into key forces responsible for the organization’s financial performance.

➤ 360-Degree Feedback Surveys – To help gather feedback from an employee’s immediate workgroup, including subordinates, peers, managers, or supervisors, and provide an evaluation.

➤ Onboarding Surveys – To help gather feedback from the new employees on how they found the organization and working environment and connect with them better.

➤ Exit Surveys – To help gather feedback from the employees who exit the company to evaluate the general perception of former employees about the organization.

Therefore, before you start creating an employee survey, decide on the type of survey you are going to take and prepare questions accordingly. Though questions in one type of survey can differ from another, there are still some general tips that you can follow to keep your employee surveys engaging, relevant, useful, and productive.

For instance, employee engagement survey questions can be more focused on determining how engaged an employee is with the organization and whether they would stay for long or not.

On the other hand, employee satisfaction survey questions can be focused more on determining whether an employee is currently satisfied or not and assess the level of satisfaction and to know whether they would continue for long or not.

General Tips on Utilizing Employee Surveys Effectively

➊ Keep Surveys Short and Relevant

As your employees have to answer the survey questions during their working hours, making surveys too long to fill can bore or distract them. As a result, survey completion can go down. Therefore, always keep the length short and employee engagement surveys questions easily comprehensible by avoiding any jargon.

Also, ensure to keep the sequence of the questions logical so that one question connects/transitions smoothly to the question following it and doesn’t seem like randomly placed, disconnected, or out-of-the-context.

For that, methods like –
Skip Logic – To help keep questions relevant in a survey as per responses to the previous questions beginning from the very first question.
Data Piping – To auto-fill some survey fields of employee surveys like the employee’s name and designation, etc. to save employees’ time.
can help.

➋ Maintain Anonymity

If you really want your employee surveys to garner ‘real’ and valuable feedback; assuring your employees of confidentiality and anonymity is a must. Assure them that their feedback would remain secured, strictly confidential only within the reach of the concerned personnel, and won’t be disclosed or leaked in public.

Assuring this anonymity would have a positive psychological impact on the employees’ mind and they would be able to submit their responses more honestly. Consequently, the data you get will give you the real picture of employees’ viewpoints and not just ‘moderated’ responses.

➌ Use Open-Ended Questions

Not all response options to all questions can cover all that one has to say.

Too philosophical!? Ok, let’s break it down to help you understand better in a layman’s terms.

While there are a majority of questions where 2, 3, or 4 response options can suffice, there are some that are different! And you can’t simply limit the responses – or more suitably, the answers to just a few options.

So, what to do?

Let your employees ‘write’ their answers rather than just ‘pick’ from the predefined responses. This implies that you should always include a minimum number of open-ended questions in your employee engagement surveys or employee opinion surveys to give your employees that extra ‘space’ to express what they want freely.

➍ Offer Incentives for Participation

While it may not always be practically or economically feasible to offer incentives, you can do this once in a while to keep encouraging employees to participate in surveys. These incentives can be anything – like a small treat at the cafeteria, or a one-hour early leave in the upcoming week, or any other small incentive like that based on the organization’s feasibility.

➎ Evaluate the Survey Results Efficiently

Until and unless you can’t evaluate your survey results efficiently, you can’t form strategies to improve your employees’ satisfaction or engagement levels. Only with proper and detailed analysis of the responses; you can draw some general conclusions and proceed to formulate some plans accordingly.

There are a number of online survey tools available that can help you with evaluating your survey results better through features like advanced statistical reports.

➏ Share the Survey Results

Positive or negative, the results of employee surveys must be made available to employees. Share the result of every survey via the medium you like – individually via email or publicly via an announcement. Sharing results will assure them that you heard them and care for them.

➐ Discuss the Action Plan

Employee surveys are not just to collect employees’ responses but also to evaluate them and implement the best possible strategies to improve their experience and engagement. So, make sure to announce the action plan you have decided to implement and welcome suggestions from employees if any.

Promise them that you will bring the changes the employees anticipate!

Ready to Create Employee Surveys?

An employee survey is an indispensable survey for an organization – whether big or small. So, it must be on-point and engaging enough to help collect honest feedback so as to form stronger relationships with employees.

If you too run an organization and are looking for a solution that can help you create engaging employee surveys, our SugarCRM survey module can be the right choice for you.

To know more about it or integrate it with your store, contact us at sales@appjetty.com and our team will revert to you within 24 hours.

The post Employee Surveys: Benefits, Types, Tips, and More appeared first on AppJetty .

Editor’s Note: This article has been updated and republished with the updated information to add more value.

As per a study, 17% of customers in the US will stop interacting with a company after just one bad experience. While in Latin America, the percentage is even more – a whopping 32%!

I bet you won’t want to lose up to 32 of your customers out of 100 on any business day, will you?

I am sure you won’t.

So, what do these figures/stats indicate?

That a good customer experience is a must to retain the existing customer base – and expand it further. Now the question arises – how?

While there are a number of methods for this, a customer survey is an indispensable one – especially for online businesses. But creating CRM surveys manually and sending them to a large customer base can be ‘really’ challenging and time-consuming. Here comes into picture the concept of ‘automation of surveys’.

Before we start how survey automation helps streamline creation and sending of surveys, let’s discuss what survey automation actually is and how it works.

What is Survey Automation?

“In survey automation, questions, conditions as well as triggers are pre-decided for a particular survey beforehand and CRM auto-sends as per predefined conditions to the right persons at the right time.”

In a more elaborate version,

Survey Automation is the automation of surveys through a pre-defined survey workflow. The surveyor defines several conditions for survey sending. Any of these conditions when fulfilled, auto-triggers the sending of the survey. This condition can be anything – a purchase, an order placement, a return, visit to site, etc. By automating this survey-sending process, you no longer need to manually keep track of all such events and create and send suitable surveys every time after their fulfillment.

Let’s understand this better with an example.

Suppose a person has bought a product from your site. What next? The person will use that. What would they want after using the product? To share their experience about what they bought for which you can send a survey or you can also cross/upsell other related products that they might be interested in. However, if you fail to ask for it, you will fail to assess the degree of satisfaction of that customer or increase your sales.

How Survey Automation Benefits You

Now that you know survey automation is the automation of the process of survey creation and sending, let’s discuss the benefits it offers.

Seamless and Timely Collection of Relevant Information and Feedback

While you can always send an email to every contact in your list individually, it becomes harder and more time-consuming as the business grows. With automated surveys, you can get rid of such difficulties as you can define conditions for the automated triggering of surveys.

For instance, a new lead shows up in your CRM. If you have set the generation of a new lead as a condition for triggering a survey, your CRM will send the survey to that lead automatically. This survey can help you find out more about the lead’s persona, preferences, or needs. Hence, you can decide on how to serve this lead better to turn it into a customer.

Similarly, you can trigger an automated survey to collect a new customer’s experience after 7 or 15 days of purchase.

Thus, the automation of surveys helps you get information and feedback seamlessly.

Related: Are you Crafting Market Research Surveys the Right Way?

No Redundant Manual Work

It’s never easy to create a survey on the spot every time after an event. However, if you have noticed some events always requiring a survey, you can define such events as conditions. This will automate the triggering of a survey after such events. Also, you are no more bound to manually overlook every single event. You can set conditions for a variety of events of your choice based on the type of your business. The more use cases you create automated surveys for, the more you can benefit.

Enhanced Personalization and Engagement

Personalization of a survey means making it as relevant as possible for a customer. You can also call personalized surveys ‘tailored’ surveys. These surveys are built keeping in mind the behavioral pattern and preferences of customers.

The more personalization you add to surveys, the better the completion rate.

An example? Sure!

Let’s say, a customer has bought a pair of shoes from your e-commerce store. After a month or two, you hold a sale on ‘FOOTWEAR’. Sending an automated survey to this customer can help you get the best out of this sale. How? You can send an automated survey reminding them of their last purchase and ask them a question or two. These questions will help know the types of shoes they prefer.

At the end of this short survey, you can suggest some ‘shoes’ items on sale according to their preferences. This will help that customer connect with you more due to the personalization. Next time onwards, that customer will look forward to getting such emails, surveys, and offers on products making them a regular customer.

Ready to Welcome Survey Automation?

If you too want to cut down on your time and energy and enhance your productivity with automated surveys, our Suite/SugarCRM survey module can be a perfect fit for you. It has got not only survey automation but also skip logic, survey reporting, data piping, and all other features that an ideal CRM survey plugin can have.

To integrate it, you can contact us at sales@appjetty.com and our sales team will revert to you within 24 hours

AppJetty has an all-inclusive and no investment partnership program for our tool, Survey Rocket. Affiliate with us through this program and expand your business. Interested? Learn more about the program from here.

The post Survey Automation: The Most Significant Feature in Survey Tools! appeared first on AppJetty .

Marketing and sales are complementary to each other. They are like two strong pillars of brand building. As we have already covered effective sales management tips in our previous blogs, we are going to cover a few effective tips to succeed as a marketing manager.

So, let’s start…

1. Market Yourself First

While the responsibilities of a sales team and marketing team can be totally different or overlap as per the company, one thing is certain. That is, though sales is not exactly the domain of a marketing manager, studying the art of selling is important for them as well. As long as you don’t work hand in hand with the sales team and don’t ‘sell’ your creative ideas to sales team members, you can’t succeed alone.

For instance, if sales reps give you essential data on potential prospects, highest-grossing clients and areas, analyze that data thoroughly and collaborate with the sales team to work out best-possible future strategies and plans. This won’t only help strengthen your relations with the sales team but also expand the customer base. Eventually, your brand outreach and revenue will go up.

2. Know Your Customers

Knowing your target customers and the market is crucial. Assess your existing customer base and analyze their purchasing preferences and behavioral pattern.

Collect data on:
– Problem areas of the target audience
– Issues and expectations of current customers from your sales team.

For this data, good coordination with the sales team is necessary.

Once you have such actionable data at your disposal, create the buyers’ persona. A buyer’s persona is a realistic representation of people who would probably buy your products and services. It helps segment your market well and target your potential customers more effectively. The same data can also help fine-tune your buyer’s persona and formulate stronger marketing strategies ahead.

3. Target Customers Territory-Wise

As a marketing manager, you might not have full knowledge of all customers in different territories. For that, you can take help of the sales team or territory managers. By using a mapping tool like Dynamics 365 Map Integration, the sales team can create a list of potential customers in a particular territory and hand them over to you. After you get a territory-wise list of potential customers, you can plan effective strategies to target them and boost your conversions.

4. Know Your Competition

Any business you take is not a single-person race where you have to compete only against yourself! There are always several companies out there that can give you a tough competition and pose a ‘big’ challenge. Therefore, knowing your competitors well is of vital importance for you as a marketing manager.

To start with, analyze your competitors’ marketing strategies on a deeper level. Some of the strategies like ad campaigns or banners are easily noticeable while other strategies like website design, product offerings, etc. will need more in-depth research.

When you have full knowledge of their online, offline, and PR strategies; you’ll be able to understand what works with your customer base and will be able to create better campaigns.

Besides, you can also brainstorm out-of-the-box ideas that your competitors haven’t come up with yet to have an edge over them. For this, you can invite suggestions and inputs from the sales and support teams also.

5. Set Marketing Goals and Achieve Them

As a marketing manager, setting marketing goals for a given period is indispensable. As without proper goals in place, measuring your progress is impossible.

Only with predefined goals and plans to achieve in given deadlines, you can stay motivated, track your performance, and channelize your marketing efforts in the right direction.

However, setting goals alone won’t suffice. You should make sure that the goals you set are realistic and achievable. Or else you won’t be able to ‘deliver’ and leave yourself and your team feeling demotivated.

So, always:

– Set only ‘realistic’ goals by considering factors like your brand value, team’s potential, budget allocations, etc. Don’t go too ‘high’ or too ‘low’.
– Plan it ‘well’. As a goal without a plan is just ‘another’ dream.

Consider asking for the advice of all your team members and inputs from the sales and support teams as well to ensure that your final strategies never miss the mark.

6. Maintain the ‘Balance’

At times, you may face a situation where there is no option but to walk a tightrope between your higher management and customers. In such scenarios, ensure that you keep working on your approach of projecting your ideas effectively before your management while considering your customer satisfaction in mind at the same time.

Though this may be challenging sometimes, it is still possible. Considering your customers’ needs and expectations, formulating strategies, tweaking them as per suggestions and inputs from the higher management, and preparing a powerful roadmap can help you overcome the differences and strike the ‘balance’.

7. Stay Well-Informed

In today’s world of rapidly evolving technology, keeping yourself updated with the marketing tools. Be it a mapping tool like our Dynamics 365 map integration, MappyField 365, or a task scheduler software like our Dynamics CRM calendar plugin, Calendar 365, or any other; you should be acquainted with them all.

Besides gaining a sound knowledge of all useful marketing tools, learning about the latest marketing practices and strategies matters too. And for that, you can always get a plethora of sources of information like marketing blogs, journals, articles, forums, and more to refer to.

This way, matching your pace with that of the evolution of the marketing sector won’t only help you but also your company.

Ready to Lead as a Marketing Manager?

The job of a marketing manager requires a combination of intuition, intelligence, most importantly – the art of ‘creating’ and ‘selling’ ideas. Though the role of a marketing manager may seem tough at first glance, it is ‘actually’ not once you get the hang of it. By following the above-discussed tips and taking the help of marketing tools and in-trend strategies, you can streamline your marketing efforts and emerge as a successful marketing manager.

Want to add a mapping tool to your arsenal?

To integrate our CRM mapping tool, you can contact us at sales@appjetty.com and our team will get back to you within 24 hours. Meanwhile, you can take a tour of our MappyField 365 tool.

All product and company names are trademarks, registered® or copyright© trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.

The post 7 Tips to Succeed as a Marketing Manager in 2020 appeared first on AppJetty .

Editor’s Note: This blog has been republished after adding fresh information about the topic.

When you own and run a business, you would want every penny you spend on it yields you positive results. One of the best ways to find out about the areas of growth in your business is – conducting surveys.

After all, the data received from survey helps you to predict future outcomes of your business. But while creating Surveys, you need to maintain accuracy, ensure completeness, and create defined paths for respondents.

As simple as creating and sending a customer survey seems, it may not be actually ‘that’ easy. There are a lot of things to consider while creating a survey. First things first, making sure to keep it relevant, on point, and engaging.

In this article, we will acquaint you with Skip Logic, one of the most important aspects of a well-developed survey; and help you understand its significance.

What is Skip Logic?

Skip logic, also known as “branch logic” is a feature that decides which question the survey respondent will see based on the answer they provide for the previous question. To create a skip logic survey, you can define rules in the survey based on which a custom path and skip pattern will be created for the respondent. This tailors the survey according to the respondent and their interaction with your brand.

How Skip Logic Can Strengthen Your Surveys

One-size-fits-all questions aren’t always feasible and useful. There may be times when your target audience largely varies in terms of age, religion, profession, nationality, preference, or more. In such scenarios, you can’t define a specific set of questions that go with every type of audience. And here arises the need for a skip logic survey.

Let us try to understand it with a simple example.

If you create a CRM survey for your audience that comprises three categories – full-time employees, part-time employees, and freelancers. If you have decided a particular set of questions for each of these three categories with no similarity in any two sets; survey branching is required.

Further, if your target audience not only includes earning people only but also non-earning people also matching certain age criteria; you have to apply survey branching at two or more levels.

Suppose you want to include participants of only a certain age group – say 25-40 in your survey and branch questions further according to the above suppositions, your first question would be:

1. Which age group do you belong to:
(a) 18-24 (b) 25-40 (c) 40 and above

If the respondent picks (a) or (c), the survey will redirect them out of the survey. (As you have specified in the condition that the candidates should be between 25 and 40 only) 

Once you have got the respondents who picked option (b), your next question will be:

2. Do you have a source of income? – (a) Yes (b) No

If the respondent picks the option (a),  you can ask: 

3(a). What kind of job do you have?

(a) Full-Time (b) Part-Time (c) Freelancing

However, if the respondent picks (b), you can either redirect them out of the survey or to another set of questions you have thought for those who don’t have any source of income but lie in the age group you specified.

So, what you see here is a skip logic based survey where skip logic has played an important role in survey branching as per responses to questions.

This example is just to introduce you to a few branching questions examples. You can create as many surveys with as many levels of survey branching at various levels.

Whether you launch an advertising campaign, a new product, or asking people’s viewpoints about a particular product/service, applying skip logic in surveys not only cuts down on customers’ survey-taking time but also streamlines the survey flow keeping it relevant from beginning till end.

This way no matter how lengthy your survey is skip logic enables you to shorten it by showing only the questions relevant to a particular customer based on their responses.

Importance of Skip Logic in Surveys

A variety of projects can use Skip Logic in their surveys. Be it the CRM admin of a product-based company willing to find out the potential of the product as a bestseller, or an HR manager of a huge company who wants to get insights into employees’ views on current company policies and tweak them as per their inputs, Skip Logic can always lend a helping hand.

In the same way, event managers can also find Skip Logic for the surveys they send to collect participants’ preferences in games or food.

Organizational Benefits of Skip Logic

1. Intactness of Relevance

Taking your customers for granted is a mistake you can’t afford to make. Therefore, if you really want your customers to take your surveys, retaining their relevance is of utmost importance.

A simple example from our daily life:
If you have to ask someone to pick between Cricket and Football, and the response is Football, what would be your next question?

Would it be:
Which footballer is your favorite?
OR
Which cricketer holds the record of the highest number of runs?

Obviously, it would be the first question – as it is relevant!!

And if you ask the latter one even then, the answer would be random and most probably ‘wrong’ as the respondent would not know the answer.

The same holds true for a survey. As long as your survey is not relevant, it is of hardly any use. Skip Logic does exactly that – it keeps the survey flow relevant. With the survey flow kept intact, chances of random responses and difficulties in assessing them reduce to a minimum. This is because you get to show only those questions that apply to your respondents at every level, not any random question respondents haven’t any clue about.

2. Shortness and Crispness

Taking your customers’ valuable time for granted is a big mistake that you won’t like making!
If you want your customers to take surveys – and more importantly complete them – short surveys are far more effective.

Asking a lot of information through a seemingly ‘endless’ survey can be a big putoff for your respondents. And your surveys – instead of giving you valuable information can backfire and leave your customers disappointed.

Survey Branching using Skip Logic helps you make sure that your survey stays not only relevant but also short and succinct. These short surveys help garner prompt responses thereby saving customers’ valuable time and achieve higher completion rates.

3. Higher Engagement Rates

If you don’t want your survey participants to get overwhelmed with a plethora of irrelevant questions in a disorganized manner, you should use skip logic. Skip Logic ensures that your surveys don’t serve just as a medium to collect customers’ info but also a medium of interactive conversation between you and your customers.

Picture your customer sitting right in front of you. How would you keep them engaged?

By having an interesting and engaging conversation – that actually relates to them. Or would you rather keep beating around the bush and talking of irrelevant things that are neither useful nor engaging?

Of course – you will talk sense! And that is exactly what Skip Logic does – it lets you talk sense – through surveys! Survey participants, thus, remain happy and engaged throughout – and don’t leave your survey in the middle.

4. Data Accuracy

Logical and relevant questions mean accurate answers. If you ask a customer a question that doesn’t apply to them, the response will either be ‘wrong’ or ‘inaccurate’. Consequently, the final responses collected and survey analysis data won’t be accurate – and the very purpose of conducting surveys will fall flat.

Therefore, a skip logic survey also ensures that the final data collected through surveys is logical and accurate. Only with this accurate data, you’ll be able to form future marketing strategies to target your different customer groups accordingly.

Ready to Use Skip Logic to Rule with Your Surveys?

Skip Logic is crucial to making a CRM customer survey highly engaging, relevant, response-oriented, and of-course – effective. To help you define skip logic for your surveys, a number of CRM survey modules are available to pick from.

Our Survey Rocket – a cutting edge Suite/SugarCRM survey module can help create engaging surveys as it has got data piping, skip logic, data reporting, NPS, and all the features that are sure to make your surveys stand out.

Steps to Create Survey Logic with Survey Rocket

Here’s how you can go about creating Skip Logic in Survey Rocket.

Step 1: CRM admin creates a survey.

Step 2: As soon as the survey is created, admin can create Skip Logic of following types:

– Redirect the respondent to any page of the survey

– Hide upcoming questions of a particular page according to the response given

– Redirect respondents to an external URL

– Divert respondent to the end of the survey

Step 3: Admin saves the survey and sends the link to customers through emails/WhatsApp or through any social media

Step 4: Respondents open the survey link and attempt it

Step 5: Skip logic is applied based on the path decided by the admin

AppJetty has an all-inclusive and no investment partnership program for our tool, Survey Rocket. Affiliate with us through this program and expand your business. Interested? Learn more about the program from here.

The post Skip Logic in Surveys: All You Need to Know appeared first on AppJetty .

With everybody working from home because of the pandemic, there’s plenty of extra time on our hands.

To innovate.

To learn.

To grow.

And we are pretty sure you might have come up with or thought of a product or a solution yourself that can help the post-pandemic world define a new normal.

The best way to go about starting a new venture is to analyze the current market and see where your product or solution fits. For that, market research is imperative and rolling out marketing research is one of the easiest ways to go about it.

To get responses for these surveys is not as easy as it might look like since the responder won’t be getting any direct benefits. So, you will have to make sure you are following the right practices, have engaging questions, and type of market research survey.

All of these things we’ll be covering in our blog today so that you can create a perfect market research survey to realize your ideas that can change the world.

First, let’s try and understand different market research survey types. We’ve bifurcated different types of market research surveys into 3 categories:

– Pre-launch/Ideation Phase Surveys

– Understanding Customers, Brand Value and Brand Loyalty

– Understanding Marketing Effectiveness

– Understanding Sales

Pre-launch/Ideation Phase Surveys

Market Description Surveys

A market description survey helps you determine the size and share of the market. With this kind of market research survey, you can gather information pertaining to market growth prospects, competitive positioning to stand out among your competitors, and share tracking of the market.

Before launching this survey, make sure you have the right intent with you. For that, you need to ask yourself these questions:

– How big is our probable market?

– Will this market grow in the future or shrink?

– Which other products and services are similar to ours?

– Who are our top competitors?

– What is the market share of our competitors?

– What share is available for us to own/take?

New Product Concept Analysis Surveys

A new product/concept testing or analysis survey is a survey used to obtain insights into products and concepts during the initial screening. With the help of such surveys, marketeers can assess the likelihood of purchases of the new product/concept and the measures they can take to improve its overall success rate on the basis of collected data.

New Product Acceptance and Demand Surveys (Conjoint Analysis)

These surveys determine the demand for new products that still remain to be developed physically but have been described and developed in concept. They also help find out the market share estimates of potential product(s)/concept(s) already out in the market and determine whether yours will be more successful or not.

Habits and Usage Surveys

A Usage and Habits survey is to analyze and determine the factors that impact consumers’ usage of a product or service and their perspective about your brand. This type of market research survey is crucial in assessing the usage, frequency of repurchases, and reasons behind usage of product(s)/service(s).

Understanding Customers, Brand Value and Brand Loyalty

Market Profiling-Segmentation Surveys

It is a type of customer research survey that helps divide a large target audience into smaller groups to form a range of customer profiles. The criteria for segmentation can vary from one organization to another and can include:
– Geography (continent, country, city, etc.)
Demography (gender, age, occupation, etc.)

– Culture (culture of a particular country or region) that sometimes is more precise – especially when your product has cultural value attached in any way or is made for a particular ethnic or cultural group.

– Behavior (general attitude, usage, loyalty, etc.)

– Lifestyle (activities, opinions or interests of individuals)

– Benefit (one or more benefits your audience are going to get from product(s)

This classification and profiling helps you target different groups with similar interests or benefits in a better way.

To craft effective market profiling surveys, you can refer to the questions listed out in this blog about Market Research Questions.

Stage in the Purchase Process/Brand Tracking Surveys

A brand tracking survey mainly focuses on gathering the information as below:

– Level of brand awareness among customers

– General opinion or perspective your customers have for your brand

– Expectations and/or demands of customers

– Level of willingness to purchase and repurchase from your brand.

All this information helps you get a better understanding of where your brand stands and also what you can do to have an edge over your competitors. Accordingly, you can tweak your upcoming marketing strategies and campaigns to get the maximum engagement and sales.

Customer Intention – Purchase Analysis Surveys

A type of market research survey meant to understand current/existing customers better.

It helps gather the info helpful in determining:

– Reason why customers choose your brand over others

– Motivational factor that drove the actual purchase

– Probability that current customers would remain loyal and committed in the future as well.

Customer Attitudes and Expectations Surveys

A customer attitude survey is focused on determining whether or not your brand is being able to fulfill customers’ expectations. It also helps find out whether your customers have started hunting for alternative brands out of some dissatisfaction they might have recently had.

Such surveys help tweak your product(s) and service(s) to not let your customer loyalty weaken and rather strengthen it. As a result, they also help drive more customer conversions.

Customer Trust – Loyalty – Retention Analysis Surveys

This type of survey is a conjoint market research survey that helps determine degree of customer retention and analyze the trust and faith your customers have in your brand.

Product Fulfillment Surveys (Attribute, Features, Promised Benefits)

This market research survey is to evaluate whether your product has fulfilled the promised benefits (both tangible and/or aesthetic). It can determine whether all the expectations customers had from the product at the time of advertising were fulfilled in all aspects or not.

Product Positioning Surveys (Competitive Market Position)

A product positioning survey combines customers’ feedback about product(s), attributes of target audience, and competitors’ products characteristics to assess where your brand stands relative to the market. And figure out the best ways to market and sell your product(s).

Understanding Marketing Effectiveness

Brand Equity Analysis Surveys

A brand equity analysis is a survey that combines assessment of brand awareness, quality,  associations and loyalty. This kind of survey goes a long way towards staying competent and recognized in the market for a long time. As it gives you the insights on how to keep your brand in line with customers’ ever-changing needs, expectations, and demands and improve your offerings accordingly.

Advertising Value Identification and Analysis Surveys

A number of factors like product attributes, consequences, and customers’ values affect purchasing decisions. In this type of market research survey, marketeers analyze the relationship that exists between customers and products. They determine those characteristics that affect the purchasing decision by forming an associative network between product attributes and consumer values.

Advertising Message Effectiveness Surveys (Media and Message)

This market research survey helps a brand determine if their ads are hitting the right chord with their audience, and whether they’re getting the desired returns. This market research survey type enables them to measure strengths, weaknesses and ROI of their ad campaigns. Accordingly, they can tweak the combination of reach and relevance of the ads to bring desired results.

Understanding Sales

Sales Force Effectiveness Surveys

A combination of measures that focuses on determining individual salespersons’ performance, the overall efficiency of the sales teams, and the effectiveness of sales activities in producing the desired and measurable effect or goal is called a sales force effectiveness survey.

It is often a 360 degree survey and the salesperson, the client (evaluating the sales call), and the supervisor responsible for evaluating the salesperson complete this survey together.

Sales Lead Generation Surveys

A sales lead generation survey is a market research survey to:

– Assure timely use and follow-up of sales leads

– Qualify sales leads (to save valuable sales force time), and

– Provide more effective tracking of sales leads.

Customer Service Surveys

Largely similar to a customer satisfaction survey, this customer research survey focuses more on the actual customer’s details, the process through which the customer received the service, and the evaluation of participants in the service process.

Customer Service Representative (CSR) Surveys

CSRs hold attitudes that reflect on their job-related activities including
(1) the allocation of time;
(2) solutions to customer needs;
(3) how to improve their job;
(4) best practices; and
(5) how well internal departments help customers.

CSRs often exhibit frustration, burnout, and high attrition, and this survey focuses on CSR retention, reducing costs, and increasing the quality of customer relationships.

Sales Forecasting and Market Tracking Surveys 

It is a market research survey that focuses on prospects of products sales and services in the future. Marketeers take into factors various aspects such as current competition and expectations, future demands and others to analyze the sales numbers.

Alongside, marketeers also use a market tracking survey to assess the brand’s current performance and study future shifts in customer needs, advancements in product technology, and other factors to form future strategies.

Price Setting Surveys and Elasticity of Demand Analysis

Pricing surveys and value research are always of great importance to marketing managers. This market research survey helps them determine the merits of increasing profit margins by raising prices, or the probability of increasing revenues by decreasing prices. This survey helps gather information to help marketing managers or product owners in deciding optimal prices to charge for each of their products/services.

Price Elasticity of Demand analysis indicates the measure of customers’ responsiveness to change in the price of a product or service. It helps drive at an appropriate decision of whether to increase or decrease the pricing or keep it the same.

Conducting market research?

Let’s power boost your process and help you get to the conclusions quickly with our Survey Rocket. A Sugar and Suite CRM extension with exclusive features like data piping, NPS, survey analytics and more.

If you are using Sugar or Suite CRM, you can start your free trial today!

AppJetty has an all-inclusive and no investment partnership program for our tool, Survey Rocket. Affiliate with us through this program and expand your business. Interested? Learn more about the program from here.

The post Are you Crafting Market Research Surveys the Right Way? appeared first on AppJetty .