Customer Success Webinar
-
Transform Your Customer
And Partner Engagements
Matthieu Laurenceau
Senior Community Ambassador...
Speakers
Matthieu Laurenceau
Senior Community Ambassador
BMC Software
@matt_L
Adam Mertz
Senior Director, Product Marketin...
A journey to nurture raving fans
• Why engaging online?
–Success KPIs
–Full Customer lifecycle
• Taxonomy to engage users ...
24x7 Market-focus, http://communities.bmc.com/
Success KPIs on BMC Communities
YoY, 10k new registered users
200 users engage
6 or 7 days a week
45% of users
actually en...
Helping User Experience, at all the stages
Prospect
Ready to
implement
Share/Learn
Tech Tips
Beta Programs
Advisory Boards...
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
– Op...
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
o...
24x7 Market-focus, http://communities.bmc.com/
Customer Programs: going further
• 2 Mains Programs
– Beta Programs
– Advisory Boards
May Bakken
• 2 High-impact User Pers...
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
Upcoming SlideShare
Loading in...5
×

Transforming engagement with customers and partners

1,143

Published on

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

Published in: Social Media, Business, Technology
1 Comment
0 Likes
Statistics
Notes
  • Be the first to like this

No Downloads
Views
Total Views
1,143
On Slideshare
0
From Embeds
0
Number of Embeds
3
Actions
Shares
0
Downloads
3
Comments
1
Likes
0
Embeds 0
No embeds

No notes for slide
  • 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




  • Transforming engagement with customers and partners

    1. 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. 2. Speakers Matthieu Laurenceau Senior Community Ambassador BMC Software @matt_L Adam Mertz Senior Director, Product Marketing Jive Software @adammertz
    3. 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. 4. 24x7 Market-focus, http://communities.bmc.com/
    5. 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. 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. 7. Product Scope of BMC Communities Full BMC Portfolio!
    8. 8. Crowdsourcing « help and tips » Users interact on 2000 new discussions each month
    9. 9. Ideation: Open innovation, Loyalty boost! • Far more synergy for interactions with R&D – Bi-directional conversations – Open conversations
    10. 10. Blogs: Proactively Enabling, in viral manner Openly helping Customers to succeed
    11. 11. 24x7 Market-focus, http://communities.bmc.com/
    12. 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. 13. 24x7 Market-focus, http://communities.bmc.com/
    14. 14. Customer Programs: going further • 2 Mains Programs – Beta Programs – Advisory Boards May Bakken • 2 High-impact User Personas – Tech Champions – Exec champions
    15. 15. For more, including live Q&A… … Join Webinar! Wed July 9th, 2014 - 3pm BST / 4pm CEST Register here
    16. 16. Experience http://communities.bmc.com/ @matt_L
    1. A particular slide catching your eye?

      Clipping is a handy way to collect important slides you want to go back to later.

    ×