Get Satisfaction and DRI Extend SugarCRM to Enable Social Customer Experience

Get Satisfaction, a community platform for creating engaging customer experiences, announced today at SugarCON 2013 an integrated product capability for SugarCRM. The joint solution developed with DRI, an accomplished value-added reseller (VAR) and longtime Gold Partner for SugarCRM, brings to the popular customer relationship management (CRM) platform engaging social customer capabilities for customer contact and service case management. Congrats to my two friends, Wendy Lea, CEO Of Get Satisfaction and Mitch Lieberman of DRI!

By integrating Get Satisfaction’s best-in-class community solution, SugarCRM’s new social customer experience offering will help companies facilitate genuine customer conversations where customers can ask and answer questions within the community, increase content discoverability and reduce support inquiries — all while enhancing customer experience, customer satisfaction and loyalty.

“Both Get Satisfaction and SugarCRM are focused on helping companies deliver the best possible experiences for their customers,” said Mitch Lieberman, Managing Partner, DRI. “Beyond delivering even more engaging experiences that drive customer satisfaction and retention for their customers, users of the integrated solution from Get Satisfaction and SugarCRM will also be able to scale their support organizations more efficiently while receiving many benefits that contribute to growing revenue.”

The Get Satisfaction Community Platform helps companies capture the authentic voice of their customers at every stage of the lifecycle. And because Get Satisfaction is an open platform, the conversations and content expressed in the community are highly indexed by search engines—ultimately improving the SEO of the hosting companies’ websites. Finally, communities facilitated through Get Satisfaction’s platform reduce support costs, increase product ideas and drive new sales leads for their respective companies.

“DRI, a longtime Gold partner of SugarCRM, understands our customer-first approach to businesses and chose Get Satisfaction accordingly. With the integration of Get Satisfaction, SugarCRM brings an exciting new capability to the platform that our customers are increasingly asking for— the ability to connect their CRM system directly to end consumers,” said Clint Oram, CTO and Co-Founder, SugarCRM. “The entire SugarCRM team is excited to see a valued partner facilitating a new strategic partnership to deliver a product capability that matters.”

“By integrating its CRM solution with Get Satisfaction, SugarCRM is proving that it is serious about putting their customers first and taking a comprehensive approach to customer relationship management,” said Get Satisfaction CEO Wendy Lea. “The partnership will enable SugarCRM to provide its customers with a forum where prospects and customers can engage in authentic conversations about their products and services, and will also give customers a deeper insight into their own users.”

SugarCRM and DRI join a growing portfolio of exciting product and channel partnerships for Get Satisfaction in CRM, enterprise marketing, enabling technologies, and global channels.

Learn more at SugarCON 2013: Visit Get Satisfaction and DRI at booth #314 in the Astor Room.


About SugarCRM

SugarCRM democratizes customer engagement, empowering every professional who interacts with the customer to excel at their job. SugarCRM’s market leading open Customer Relationship Management platform delivers the agility, flexibility, and security required to equip each customer facing professional with the information and tools they need to effectively collaborate and engage with their customer, both within and beyond the enterprise. SugarCRM applications have been downloaded more than 11 million times and currently help over 1,000,000 end users across disciplines effectively engage their customers.

More than 6,000 paid subscriber customers have chosen SugarCRM’s On-Site and Cloud Computing services over proprietary alternatives. SugarCRM has been recognized for its customer success and product innovation by CRM MagazineInfoWorld and Customer Interaction Solutions.

About DRI

DRI is a global consultancy company. With offices in five countries and successful project delivery, worldwide, DRI helps organizations to foster engagement and enhance customer experience through digital channels. DRI has four main areas of application focus: Web, Platforms, Mobile and Emerging Media; all connected to CRM, Social CRM and Business Intelligence solutions. DRI innovates with its customers, building solutions using agile methods, leading to the optimal match between the business need, technology and function.

About Get Satisfaction

Headquartered in San Francisco, Get Satisfaction helps companies create engaging customer experiences by fostering online conversations about their products and services at every stage of the lifecycle. Companies of all sizes, such as Intuit, Kellogg’s and Sonos rely, on the Get Satisfaction Community Platform to acquire new customers, provide better service and build better products. Today, Get Satisfaction powers 70,000 active customer communities hosting more than 35 million consumers each month. For a free trial, visit

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Forbes Columnist, Mark Fidelman to Cover UCLA Social Business Course

Social Media education seems to be really important these days. The course I am teaching at UCLA is designed to help people put social media into a business context. Forbes Social Media and Mobilized Columnist, Mark Fidelman, will be writing about the event and the ROI of social media calculators, videos and resources I’ve created to help my Fortune 500 clients.

I am finding more and more of my clients requesting that I come in and give a intro to social media / social business session– with a follow on into various subjects at a deeper level depending on what business goals they are trying to accomplish.

One of the first courses of its kind at a university, the “Social Business Course” will intersperse lecture content with social business / social media experts like Matt Michelsen (@MCMichelsen) from who does social media for Lady Gaga (@ladygaga), Charles Miller (@ChasMiller) from DIRECTV, Michael Brito (@Britopian) from Edelman (@EdelmanPR ) and include social media software demos so participants walk away with strategy, tactical advice as well as implementation capabilities to accomplish and align business goals and social media goals.

Demos include social business applications from Wendy Lea (@WendySLea), CEO and Jeff Nolan (@JeffNolan) of, Johnny Miller of, Varun Krishna and Zao Yang Co-founder of, Jennifer Tyler (@JenHowell4) Of, Janice Rager (@jrag2009) and Michele McConomy (@michelemcconomy) of, etc…

In the two days, we will go through a methodology and framework on how I see a business evaluating whether they are truly ready to be a social business. That’s everything from understanding who they are looking to engage online as well as what content they are generating to fuel the interactions. I’ll also cover the various departments- PR, Marketing, Customer Service, Product Innovation as well as internal collaboration.  We’ll look at measurement, monitoring and how to know if you are actually hitting business goals. And probably the most important is to look at is the organization’s readiness to take on the responsibilities and sensibilities of social media.

At first glance, it social media and social business seem really simple. Many people have said, “Well isn’t it just a matter of having a Twitter and a Facebook page and a blog?” At its deepest fundamentals those are some of the basic building blocks. But to be success at social business means you are aligning your business goals with social media initiatives. In a recent webinar I did for Radian6, we found that many of the questions were about what ARE the business benefits of social media? That was interesting to me. Having been deep in the woods for the last several years on social media measurement, building social media ROI calculators for businesses and for vendor’s social media products, it was interesting to me that people don’t know more about this. So I’ve added it to the course.

If you are interested in any of these topics, I’d love to have you join us! We have a great line-up of guest lecturers who will bring their own expertise to the course.

To register for the class, click here: Social Business Course at UCLA, April 27-28th

It goes from 9AM-4PM Friday and 9AM-4PM Saturday.

We did a Saturday session so that people were not going to miss so much work.

WHO: This course is for executives and professionals who want to go beyond the basics and learn how to apply social media to get concrete business results.

HOW: Using case studies and real-world examples, we explore how social media affects each functional department (PR, Marketing, Customer Service, Product Development, etc…) and ways to calculate the return on investment (ROI) for each.

If you would like to be considered for a software demo for the course or a speaker in the course, please contact us and put UCLA SOCIAL BUSINESS COURSE Speaker in the subject line.


  • Leave with a social business blueprint and know how to execute with social media applications and software
  • Learn practical tips, techniques, and how to use social media monitoring to levelset where your social media program is
  • Take an assessment to benchmark the “as is” state of your social media initiatives and compare them to “could be” via best practices
  • Learn how to gear your initiatives to higher monetizations of social media investments
  • Create strategies and tactical plans that make sense to traditional organizations (even those not familiar with social media)
  • Learn how to use business cases and ROI to ease the approval process for initiatives and implementation simpler, more efficient, and effective because they are grounded in business fundamentals that maximize the ROI in social media.

WHERE: Westwood, Los Angeles

To register for the class, click here: Social Business Course at UCLA, April 27-28th

Learn. Share. Grow

New Book on Facebook: Like My Stuff – How to Monetize Your
Facebook Fans With Social Commerce & A Facebook Store

Twitter: @drnatalie
LinkedIn: DrNataliePetouhoff
G+ : Google Plus posts
YouTube Videos: On ROI of Social Media
White Papers: Social Media ROI

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Visualize Your ROI: Resources to Present and Calculate Social Media ROI

• Are you a brand? Want to know the ROI of your social media initiative? Want to be able to justify your program and gain more executive buy-in? We boil up your social media initiative results into a simple, dynamically engaging digital dashboard.
• Are you a software company and want your customers to visualize, within a matter of seconds while on a demo, the business value of your solution and the ROI?  We provide not only an easy to use, online dashboard— it also seamlessly integrates with your CRM and marketing automation systems to track your pipeline and sales.
Here’s a short list of some of our clients:

We are partnering with VisualizeROI to provide the world’s most dynamic, visually engaging ROI capabilities in the industry! email us if to find out how we can help you visualize your ROI:

In the mean time, if you are wondering how to calculate social media ROI, here are some resources to help you:

Video: How To Build a Business Case for Social Media

Video: How To Calculate the ROI of Social Media

Video: How Social Media Benefits the Whole Company

Ebook: ROI of Social Media: Myths, Truths & How To Measure

White paper: Calculating the ROI of Social Media

Webinar: Myths About Social Media ROI and How to Calculate The ROI

Learn. Share. Grow!

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