Customer Success Webinar - Transform Your Customer And Partner Engagements Matthieu Laurenceau Senior Community Ambassador BMC Software Adam Mertz Senior Director, Product Marketing Jive Software 9 July 2014 - 3pm BST / 4pm CEST
Jun 29, 2015
Customer Success Webinar -
Transform Your Customer And Partner Engagements
Matthieu LaurenceauSenior Community AmbassadorBMC Software
Adam MertzSenior Director, Product MarketingJive Software
9 July 2014 - 3pm BST / 4pm CEST
Speakers
Matthieu LaurenceauSenior Community AmbassadorBMC Software @matt_L
Adam MertzSenior Director, Product MarketingJive Software@adammertz
A journey to nurture raving fans
• Why engaging online?– Success KPIs – Full Customer lifecycle
• Taxonomy to engage users throughout lifecycle
• …
• More will be shared during the webinar
24x7 Market-focus, http://communities.bmc.com/
Success KPIs on BMC Communities
YoY, 10k new registered users
200 users engage6 or 7 days a week
45% of users actually engage
30 of the Bloggers/
Moderators are
Customers!
Helping User Experience, at all the stages
Prospect
Ready toimplement
Share/Learn Tech Tips
Beta ProgramsAdvisory Boards
Interact withusers in your Geo
Digital WOM
Crossing the Chasm
Product Scope of BMC Communities
Full BMC Portfolio!
Crowdsourcing « help and tips »
Users interact on 2000 new discussions each month
Ideation: Open innovation, Loyalty boost!
• Far more synergy for interactions with R&D– Bi-directional conversations– Open conversations
Blogs: Proactively Enabling, in viral manner
Openly helping Customers to succeed
24x7 Market-focus, http://communities.bmc.com/
Local User Groups:Nurturing happy tribes in a geo
• Great networking opportunity• Users F2F and are familiar with each
other• In many countries, Users interact with
their local language
• IDing champions who can then shine at a broader level
Conference transformed into WW meetup
24x7 Market-focus, http://communities.bmc.com/
Customer Programs: going further
• 2 Mains Programs– Beta Programs– Advisory Boards
May Bakken
• 2 High-impact User Personas– Tech Champions– Exec champions
For more, including live Q&A…
… Join Webinar!
Wed July 9th, 2014 - 3pm BST / 4pm CEST
Register here
Experience http://communities.bmc.com/@matt_L