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

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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




  • 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

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