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Voice of Customer / Feedback integration with SugarCRM

Glenn Buchan

77% of consumers view brands more favorably if they seek out and apply customer feedback.

In 2021 we are looking to roll out a VoC initiative to collect feedback from our customers. This could range from NPS/CSAT type surveys on support to product feedback questions. It makes sense for this information to live within the CX / CRM platform. 

Have other companies using SugarCRM integrated this successfully and do you have advice on how we do that? How do you do it at Sugar?

I see SurveyRocket has a SugarCRM plugin. Has anyone had experience with this? Is this a good choice or is this type of development expected within the SugarCRM roadmap.

Looking forward to your thoughts!

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  • +1 Sugar Employee Badge

    Hi Glenn,

    My name is Jana and I manage the VoC program here at Sugar. I'm happy to share what we do. We administer our program through a tool called CustomerGauge. Integration work is currently in progress to join the two systems, and that integration would be available for any CustomerGauge/Sugar joint customers moving forward. I don't have any direct experience with SurveyRocket, but perhaps one of your fellow Club members has and can weigh in. 

    While we have always valued customer feedback, we began a formalized VoC program towards the beginning of 2020 and have been refining it ever since. It is a big initiative that impacts all parts of the business. I'm happy to connect directly and share more. 

    Thanks!

    Jana

    Director, Customer Enablement | SugarCRM

Reply
  • +1 Sugar Employee Badge

    Hi Glenn,

    My name is Jana and I manage the VoC program here at Sugar. I'm happy to share what we do. We administer our program through a tool called CustomerGauge. Integration work is currently in progress to join the two systems, and that integration would be available for any CustomerGauge/Sugar joint customers moving forward. I don't have any direct experience with SurveyRocket, but perhaps one of your fellow Club members has and can weigh in. 

    While we have always valued customer feedback, we began a formalized VoC program towards the beginning of 2020 and have been refining it ever since. It is a big initiative that impacts all parts of the business. I'm happy to connect directly and share more. 

    Thanks!

    Jana

    Director, Customer Enablement | SugarCRM

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