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Size really doesn’t matter – The Value of Customer Communities By: Michael Dieterle (USA), RES Software

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Are you interested in increasing engagement with your organization's brand? Customer communities are a popular means to achieving this goal, but starting them can seem overwhelming. Online communities are commonly associated with large companies like SAP's SCN or consumer product markets like My Starbucks Idea. However, their benefits apply to small and medium sized business in the same way.

Michael's talk seeks to encourage organizations of any size to implement customer communities. He will explore the pros and cons when setting out on improving your customers' experience via this powerful communication channel.

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Size really doesn’t matter – The Value of Customer Communities By: Michael Dieterle (USA), RES Software

  1. 1. Size really doesn’t matter – The Value of Customer Communities Michael Dieterle Director Knowledge and Enablement, RES Software @mdieterle
  2. 2. 333 RES Software • Founded in 1999, 250+ employees world-wide • US headquarters in Radnor, PA • RES IT Store, an Enterprise App Store
  3. 3. About RES Software
  4. 4. About our Success Center • Community Forum • Customer Support Portal • Partner Resource Portal • Online Learning and Certifications • Product Feedback and Ideation
  5. 5. Misconception #1 - Scale “Communities are only for large organizations!”
  6. 6. Salesforce Success Community
  7. 7. SAP SCN
  8. 8. Community engagement – Rachel Happe
  9. 9. How YOU can do it! Leverage existing communities Put functional owners in charge Focus on concrete goals and needs from your audience
  10. 10. Design principle - Outside in o Analyze your customers’ experiences o Design a better way to serve their needs o Build your community from their perspective
  11. 11. Misconception #2 - Means “We don’t have the resources to manage a community!”
  12. 12. Design principle - Cloud o Simplicity o Flexibility o Affordability
  13. 13. Misconception #3 - Time “We cannot spend time on this. We have a lot of work already!”
  14. 14. Design principle – Internal Engagement
  15. 15.  Communities are considered table stakes  Show customers how important they are  Measure the right things
  16. 16. Resources and Image attribution Dilbert comic: http://dilbert.com/strip/1998-11-26 SAP Community Network: http://www.bunchball.com/sites/default/files/case_study- gamification_sap_community_network-july2013.pdf Community Cloud: http://blogs.salesforce.com/ Customer Journey: http://wouterkleinsman.nl/online-marketing/ontwikkel-in-4-stappen-de-customer-journey/ Cloud: http://blog.algosec.com/ Community Management: http://www.slideshare.net/rhappe/community-management-fundamentals Square Wheels: http://www.squarewheels.com/mainpage/swsmain.html Gamification: http://blog.demandmetric.com/2013/06/24/infographic-on-gamification/

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