Connie Bensen @cbensen Chief Community Officer, Techrigy

enter >> MetaCustomer

Are your customers online? Do you know what they are saying about your products & brand? Do you know what they need and want from your products? Do you have potential markets online? Do your competitors have online customers? Do you know how people are using your products?

Are your customers online?

Do you know what they are saying about your products & brand?

Do you know what they need and want from your products?

Do you have potential markets online?

Do your competitors have online customers?

Do you know how people are using your products?

Online Marketing & Outreach Public Relations Brand Building Customer & Technical Support Product Development & QA Business Partnerships Internal Web 2.0 Ambassador

Online Marketing & Outreach

Public Relations

Brand Building

Customer & Technical Support

Product Development & QA

Business Partnerships

Internal Web 2.0 Ambassador

Humanize the Company (give it personality) Represent the Brand in conversations Build relationships and increase loyalty Identify and recruit brand advocates Bring a new perspective to the company Engage with new markets Build internal team

Humanize the Company (give it personality)

Represent the Brand in conversations

Build relationships and increase loyalty

Identify and recruit brand advocates

Bring a new perspective to the company

Engage with new markets

Build internal team

People Oriented Ability to Work Cross Functionally Excellent Communication Skills Project Management Think on their feet Leadership Skills Knowledge of how to leverage Web 2.0 tools for business collaboration

People Oriented

Ability to Work Cross Functionally

Excellent Communication Skills

Project Management

Think on their feet

Leadership Skills

Knowledge of how to leverage Web 2.0 tools for business collaboration

Love your job Ability to promote others as well as yourself Ability to empower & support your community Transparent, fun, and engaging personality Extensive knowledge about the products, offerings, and the company http://mashable.com/2009/04/06/community-manager/

Love your job

Ability to promote others as well as yourself

Ability to empower & support your community

Transparent, fun, and engaging personality

Extensive knowledge about the products, offerings, and the company

http://mashable.com/2009/04/06/community-manager/

Not an entry level position Dependent on experience & responsibilities Salary bracket of (Sr) Marketing Manager To get started: Start with part-time/internal Contract part-time Position will grow (esp. if right person)

Not an entry level position

Dependent on experience & responsibilities

Salary bracket of (Sr) Marketing Manager

To get started:

Start with part-time/internal

Contract part-time

Position will grow (esp. if right person)

Pro’s CM role is project oriented so it works well Lower salary, higher performance & increased job satisfaction Outside perspective Utilize Web 2.0 tools Con’s Requires compromise on both sides Contact person at company needed

Pro’s

CM role is project oriented so it works well

Lower salary, higher performance & increased job satisfaction

Outside perspective

Utilize Web 2.0 tools

Con’s

Requires compromise on both sides

Contact person at company needed

Adding a Change Agent requires: Mutual trust & respect Executive sponsorship Interest and ability to take action on your customer’s opinions & ideas Openness to change & experimentation Ability to adopt & implement new ideas Open communication

Adding a Change Agent requires:

Mutual trust & respect

Executive sponsorship

Interest and ability to take action on your customer’s opinions & ideas

Openness to change & experimentation

Ability to adopt & implement new ideas

Open communication

Invest in a Community Manager

Connie Bensen Chief Community Officer, Techrigy Twitter: @cbensen Email: [email_address] Resources: http://conniebensen.com