Collecting feedback effectively closes the loop of Customer Relationship Management (CRM). By surveying customers, you've bridged a critical gap in CRM by adding customer satisfaction to your list of CRM data points.
A better understanding of existing customer relationships allows for greater control of customer attraction, conversion, and retention as a whole. Integrating customer surveys into existing CRM systems allows for the measurement of the success or failure of every customer interaction. Sound analytics can take this data and further drill-down to identify exactly what factors are affecting the satisfaction and attitudes of your current customers.
Taken a step further, surveying customers can improve your understanding of how your products and services may be cross-sold or enhanced to improve your value to your existing customers and make your products more attractive to prospective customers.
QuestionPro provides a simple interface for creating online surveys and integrating online survey data with your Salesforce.com database.
Not all SalesForce Editions allow application integration. Please check with your SalesForce representative if your account has access to Application Integration.
How can I configure my Salesforce integration?
Once you've created a survey, the next step to integrate with Salesforce is to define the mapping between the survey and a Salesforce.com object.
The steps for implementing the QuestionPro Salesforce.com integration are as follows:
In QuestionPro, all close-ended question types (question types where respondents are asked to select an answer) are saved as integers. You can map all close-ended question types to a number field in SalesForce with 0 decimal places, and usually 1 for length unless there are more than 9 responses to that particular question is which case you will need to set a length of 2 or more. Text questions can be saved as a text field. A complete collection of all the question types and their fields are as below:
|Question Type||SalesForce Field Type|
|Multiple Choice Select One||Number|
|Multiple Choice Select Many||Pick list select many|
|Open Ended questions||Text|
|Multi Point scales||Number|
|Dynamic Lookup Table||Text|
Please note that some question types will require more than one field. For example, the multipoint scale will need one field per row.
Note: We do not support SalesForce Sandbox accounts.
Can I map QuestionPro Custom Variables to elements (Custom Object, Fields, etc.) on Salesforce?
Yes. In the Data Mapping screen, choose the QuestionPro Custom Variable and map it to any of the fields on your Salesforce Object.
License & Access Options
This feature/tools described here are available with the following license(s) :