Online Customer support communities are also a great way to gather customer input. We hold quarterly reviews which look at not only how we’re performing, but also customer sentiment. Make sure you’re monitoring the conversation and that your social media team knows who to go to in your organizations to escalate potential issues, customer ideas, or general sediment. Social media – Your customers are talking about you on Facebook, Twitter, and Google+.We also use Podio to share customers’ stories and ideas. We track why we won or lost business and if certain trends start to develop, we can react quickly. But how do you gather it? We use Salesforce to help aggregate information from calls. Sales & Support interactions – These people are talking to customers and prospects all day long.Here are 10 ways that we listen to our customers: Our consistent research ensures our teams are always focused on the customer it also allows us to start a dialogue with those customers who are at risk, and to identify our advocates and give them a voice. We have an entire team dedicated to customer insights, and our product design team is constantly talking to customers and target prospects to get feedback on new features and designs. But we go deeper than these daily checks. It’s a great way to keep a pulse on how we are doing. The first two emails read every morning, by everyone on our team, are customer feedback and our daily dashboard. Everyone in the business is focused on customer conversion and retention. In fact, we’re fanatical about listening to our customers.
And it just works – it does exactly what it promises to do (and hopefully a bit more.) How do we do it? What’s the secret sauce? We listen, a lot. GoToMyPC has been a leader in the SaaS industry since 2001, and it’s been tremendously successful because we’re passionate about delivering a service that our customers love. According to IDC’s Worldwide Remote Access Services and Applications 2013-2017 Forecast and 2012 Vendor Share (doc #239865, March 2013) report that was released this week, “Citrix GoToMyPC retains its market-leading position for another year, with 72.9% of the total remote access services and applications market share.” We’re proud to announce that GoToMyPC remains the market leader in remote access.