Transforming engagement with customers and partners

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Preview of the slidedeck used for the webinar on July 9th 2014 http://bit.ly/1zcjums

Preview of the slidedeck used for the webinar on July 9th 2014 http://bit.ly/1zcjums

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  • Step 1:

    Run the following reports, take screen shots and then “paper board” the results

    https://na3.salesforce.com/00O50000003Lnux – weekly tracking emea pipeline
    https://na3.salesforce.com/00O50000003Lnux - week to week comparison

    https://na3.salesforce.com/00O50000003M7z9 – quarterly comparison by rep
    https://na3.salesforce.com/00O50000003M7z9 – quarterly source comparison by rep

    Export full list of deals for comparison purposes




Transcript

  • 1. 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
  • 2. Speakers Matthieu Laurenceau Senior Community Ambassador BMC Software @matt_L Adam Mertz Senior Director, Product Marketing Jive Software @adammertz
  • 3. 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
  • 4. 24x7 Market-focus, http://communities.bmc.com/
  • 5. Success KPIs on BMC Communities YoY, 10k new registered users 200 users engage 6 or 7 days a week 45% of users actually engage
  • 6. Helping User Experience, at all the stages Prospect Ready to implement Share/Learn Tech Tips Beta Programs Advisory Boards Interact with users in your Geo Digital WOM Crossing the Chasm
  • 7. Product Scope of BMC Communities Full BMC Portfolio!
  • 8. Crowdsourcing « help and tips » Users interact on 2000 new discussions each month
  • 9. Ideation: Open innovation, Loyalty boost! • Far more synergy for interactions with R&D – Bi-directional conversations – Open conversations
  • 10. Blogs: Proactively Enabling, in viral manner Openly helping Customers to succeed
  • 11. 24x7 Market-focus, http://communities.bmc.com/
  • 12. 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
  • 13. 24x7 Market-focus, http://communities.bmc.com/
  • 14. Customer Programs: going further • 2 Mains Programs – Beta Programs – Advisory Boards May Bakken • 2 High-impact User Personas – Tech Champions – Exec champions
  • 15. For more, including live Q&A… … Join Webinar! Wed July 9th, 2014 - 3pm BST / 4pm CEST Register here
  • 16. Experience http://communities.bmc.com/ @matt_L