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[Panel] Convincing Your Company to Improve Your Technical Resource Center

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Moderated by Paul Perrotta with Panelists: Michael Rosinski of Astoria Software, Julie Newcome of Ultimate Software, Joe Gelb of Zoomin Software, Ray Gallon of The Transformation Society, Alex Masycheff of Intuillion, Ltd., and Anna N. Schlegel of Net App.

Budgets are tight. Times are lean. But you know you need to improve your Technical Resource Center. You could just hope it happens. Or, you could learn from the lessons of those who have gone before you. In this fast-paced panel discussion, Paul Perrotta will ask a panel of seasoned professionals for advice on how to pitch your ideas and secure funding. The panelists discuss the pitfalls to avoid, and they’ll share approaches, pro-tips, and advice to help you get what you need.

Published in: Technology
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[Panel] Convincing Your Company to Improve Your Technical Resource Center

  1. 1. Panel Discussion Convincing Your Company to Improve Your Technical Resource Center
  2. 2. Panelists Ray Gallon President & Co-Founder of The Transformation Society Joe Gelb CEO of Intuillion Ltd. Alex Masycheff President & Head of Business Development at Zoomin Software
  3. 3. Panelists Julie Newcome Content Strategist at Ultimate Software Sr Director, Information Engineering, Product Portfolio Solutions, & Globalization Strategy at NetApp Anna Schlegel President & CEO at Astoria Software Michael Rosinski
  4. 4. Hardware Software Process People Roles Improve- ments Convincing Your Company to Improve Your Technical Resource Center Why is change so difficult?
  5. 5. What do we count? What metrics matter? How do we communicate clearly on investment? Convincing Your Company to Improve Your Technical Resource Center
  6. 6. What should we know before asking for money? Convincing Your Company to Improve Your Technical Resource Center
  7. 7. What are some realistic expectations? Convincing Your Company to Improve Your Technical Resource Center
  8. 8. Questions from the Audience Convincing Your Company to Improve Your Technical Resource Center
  9. 9. Your Panelists Ray Gallon Joe Gelb Alex Masycheff Julie Newcome Anna SchlegelMichael Rosinski
  10. 10. THANK YOU Convincing Your Company to Improve Your Technical Resource Center
  11. 11. Backup Convincing Your Company to Improve Your Technical Resource Center
  12. 12. Identify Your Decision Makers Priorities 1. Priorities 2. Decision Makers 3. KPIs 4. Technical Content 5. ROI 6. Business Case Presentation Examples decision makers: VP Product Product Adoption VP Customer Success Customer Satisfaction Customer Acquisition VP Marketing
  13. 13. Identify Your Decision Makers Persona Priority KPI Use Cases ROI VP Product Product Adoption VP Marketing Customer Acquisition VP Customer Success Customer Satisfaction
  14. 14. Identify the KPIs That Matter Example s of Relevant KPIs 1. Priorities 2. Decision Makers 3. KPIs 4. Technical Content 5. ROI 6. Business Case Presentation VP Product Product Adoption VP Customer Success Customer Satisfaction Customer Acquisition VP Marketing • Improved internal and external knowledge sharing • New feature awareness • Reduce support costs • Improve Customer Effort Score + Net Promoter Score (NPS) • Increase case deflection • Website traffic • Lead generation and conversion • Community engagement
  15. 15. Identifying the KPIs That Matter Persona Priority KPI Use Cases ROI VP Product Product Adoption • New feature awareness • Improved internal and external knowledge sharing VP Marketing Customer Acquisition • Website traffic • Lead generation and conversion • Community engagement VP Customer Success Customer Satisfaction • Reduce support costs • Customer Effort Score + Net Promoter Score (NPS) • Increase case deflection
  16. 16. Importance of Technical Content Persona Priority KPI Use Cases ROI VP Product Product Adoption • Improved internal and external knowledge sharing • New feature awareness →Increase awareness →Analytics insights →Easy to navigate VP Marketing Customer Acquisition • Website traffic • Lead generation and conversion • Community engagement →Search capabilities →Search engine optimization →Single pane of glass VP Customer Success Customer Satisfaction • Reduce support costs • Customer Effort Score + Net Promoter Score (NPS) • Increase case deflection →Bring content to multiple touchpoints →Content recommendations →Documentation sharing
  17. 17. Measuring Success Exampl e Business: 4% increase in NPS 17% more returning users 8% less churn 15% increase in CES 30% more deflected cases 18% reduced support costs Productivity: 90% reduction in content turnaround 5x content updates Exampl e 1. Priorities 2. Decision Makers 3. KPIs 4. Technical Content 5. ROI 6. Business Case Presentation
  18. 18. Measuring Success Persona Priority KPI Use Cases ROI VP Product Product Adoption • Improved internal and external knowledge sharing • New feature awareness →Increase awareness →Analytics insights →Easy to navigate ↑ Feature adoption ↑ Task completion rate ↓ CES VP Marketing Customer Acquisition • Website traffic • Lead generation and conversion • Community engagement →Search capabilities →Search engine optimization →Single pane of glass ↑ Traffic ↑ Returning users ↑ Engagement level ↑ Community engagement VP Customer Success Customer Satisfaction • Reduce support costs • Customer Effort Score + Net Promoter Score (NPS) • Increase case deflection →Bring content to multiple touchpoints →Content recommendations →Documentation sharing ↑ NPS ↑ Case deflection ↑ FCR ↓ AHT ↓ Churn rate
  19. 19. Pinpoint KPIs that decision makers care about Building a business case presentation Return on investments - How to measure “success” Outline the priorities of your organization Identify the decision makers in your organization and “path to success” How do technical content delivery platforms impact your organization Building a case and making a compelling presentation 1. 2. 3.4. 5. 6. 1. Priorities 2. Decision Makers 3. KPIs 4. Technical Content 5. ROI 6. Business Case Presentation

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