Being an Axiell Customer: What’s in it for you?
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The document discusses Axiell's efforts to improve communication with customers and ensure products and services are driven by market needs. It outlines Axiell's vision for proactive customer communication, conducting market research to understand trends, and leveraging its large global customer base. Specific initiatives highlighted include optimizing CRM systems, gathering feedback through surveys, establishing product boards, using tools like Yammer for internal collaboration, and sharing knowledge through blogs, interviews, and LinkedIn groups.
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Being an Axiell Customer: What’s in it for you?
- 1. ARCHIVES LIBRARIES MUSEUMS alm.axiell.com Being An Axiell Customer Chrissie Leahy
- 3. ARCHIVES LIBRARIES MUSEUMS Customer Communication: How we’re developing and improving our communication Market Driven Development: How we feed in customer and market needs into our business development plans Axiell’s Global Customers Base: Making the most of Axiell’s large, varied and global customer base SUMMARY & OVERVIEW
- 4. ARCHIVES LIBRARIES MUSEUMS You can easily find the information you need when you want it Easy to use, easy to access, easy to understand information about our products, services, plans and people CUSTOMER COMMUNICATION VISION Proactive communication to keep you in the loop Working proactively to get the right message to the right person at the right time Close to the customer Retaining real relationships, keeping a two way dialogue, ensuring personal touch points
- 5. ARCHIVES LIBRARIES MUSEUMS You can easily find the information you need when you want it CUSTOMER COMMUNICATION WHERE WE ARE NOW Proactive communication to keep you in the loop Close to the customer
- 6. ARCHIVES LIBRARIES MUSEUMS • Product news, company news, customer news, events and training • Useful tips, advice, blogs and industry reports • Since September edition this is now tailored to region CUSTOMER COMMUNICATION WHAT WE’RE DOING Global Newsletter, Email Communication
- 7. ARCHIVES LIBRARIES MUSEUMS • Moved all our customer data into one mailing system • Consistency of data, product names, countries, languages etc. ongoing • Increase the number of subscribers, user as well as account managers etc. • Next project started is to optimise CRM CUSTOMER COMMUNICATION WHAT WE’RE DOING Customer Contact Cleaning & CRM
- 8. ARCHIVES LIBRARIES MUSEUMS Help us keep our data up to date: alm.axiel.com/subscribe CUSTOMER COMMUNICATION WHAT YOU CAN DO TO HELP Customer Contact Cleaning & CRM
- 9. ARCHIVES LIBRARIES MUSEUMS CUSTOMER COMMUNICATION WHAT WE’RE DOING Social Media Axiell ALM @axiellalm Axiell ALM
- 10. ARCHIVES LIBRARIES MUSEUMS CUSTOMER COMMUNICATION WHAT WE’RE DOING Online Presence
- 11. ARCHIVES LIBRARIES MUSEUMS CUSTOMER COMMUNICATION WHAT YOU CAN DO Online Presence alm.axiell.com
- 12. ARCHIVES LIBRARIES MUSEUMS USER CONFERENCES WHAT WE’RE DOING
- 13. ARCHIVES LIBRARIES MUSEUMS USER CONFERENCES WHAT YOU CAN DO
- 14. ARCHIVES LIBRARIES MUSEUMS MARKET DRIVEN DEVELOPMENT VISION All our customers help us shape the future of our products and services All our customers can easily provide feedback and suggestions for the future development of our company We’re ahead of the curve, understanding the trends We’re not just servicing requests, but understanding industry developments to predict future needs We understand the big picture and individuals We can differentiate and service needs which are specific to one institution and those that affect large groups of users
- 15. ARCHIVES LIBRARIES MUSEUMS MARKET DRIVEN DEVELOPMENT WHERE WE ARE NOW All our customers help us shape the future of our products and services We’re ahead of the curve, understanding the trends We understand the big picture and individuals
- 16. ARCHIVES LIBRARIES MUSEUMS • Feedback, market research surveys • Distributed through newsletters, multiple languages • Collated, analysed and fed back to relevant management teams • Action plans created and changes implemented • Developments communicated MARKET DRIVEN DEVELOPMENT WHAT WE’RE DOING Market Research & Feedback Surveys
- 17. ARCHIVES LIBRARIES MUSEUMS • Product board formed to evaluate different functionality requests • Product manager roles assigned to every product to ensure overall development meets wider customer needs MARKET DRIVEN DEVELOPMENT WHAT WE’RE DOING Product Board & Product Managers
- 18. ARCHIVES LIBRARIES MUSEUMS • Yammer to quickly and easily share customer requests, feedback and ideas within your function - regardless of product or region • Regular meetings with regional managers of functional areas to share insight and identify global trends MARKET DRIVEN DEVELOPMENT WHAT WE’RE DOING Internal Communication Tools
- 19. ARCHIVES LIBRARIES MUSEUMS Being part of Axiell gives you access to a global community of users You have easy access to a pool of contacts who share similar goals and can help you achieve your objectives AXIELL’S GLOBAL CUSTOMER BASE VISION We are able to harness the collective experience of our users We can collect and share stories and insights from across our user base and use them to help our other customers We open doors to other institutions in the cultural sector Our position as a provider of services to schools, libraries and e-book providers creates new opportunities for collaboration
- 20. ARCHIVES LIBRARIES MUSEUMS Being part of Axiell gives you access to a global community of users AXIELL’S GLOBAL CUSTOMER BASE WHERE WE ARE We are able to harness the collective experience of our users We open doors to other institutions in the cultural sector
- 21. ARCHIVES LIBRARIES MUSEUMS AXIELL’S GLOBAL CUSTOMER BASE WHAT WE’RE DOING BLOGS: Blogs with useful advice and tips based on our work with multiple customers CUSTOMER LIST: Up to date customer list, filter by country and product INTERVIEWS & CASE STUDIES: Video interviews with range of customers and written case studies on their projects INDUSTRY TREND REPORTS: Combination of survey results, research and case studies on different topics LINKEDIN GROUP: Over 900 members, discussion forum for all product types
- 22. ARCHIVES LIBRARIES MUSEUMS Subscribe to the relevant channels Give feedback and opinions often SUMMARY
Editor's Notes
- Marketing products & customer comms
- More than the sum of our parts Trying to keep hold of what made our smaller parts successful while adding the benefits that a larger organisation can bring. Technology point of view - but it is also wider than that.
- 3 Areas that I’m going to cover For each one – I want to give you an idea of Our vision – where we want to get to, what we care about, and what we’re aiming for Where we are now – some of the things we’re working on, some factors that we’ve identified that need to be resolved to affect our vision What we’re doing– What are we activity working on now What we need from you- how you can help us.
- receive soLEGACY, PRINT & PERSONAL RELATIONSHPS PAST DIFFERENT BUSINESSES, DIFFERENT APPROACHES, DIFFERENT SYSTEMS AND CULTURES From speaking to customers and starting to analyse the data from customer surveys, this varies between products and also by region The information you get is heavily influenced by your regions But also some themes, more access resources and help online to allow more self service Sometimes complex website structures, multiple support sites, and ALM site, an Axiell Group site Not always easy to find information about the company and our plans without speaking to us personally or attending the conference Primarily driven my person to person and account managers, dependent on individuals Knowing who is who and who you need to speak to GETTING INFORMATION ONLINE AND CONSISTENTY ACCESSIBLE IS A KEY DRIVER – easy to find and no hassle 2. PROACTIVE COMMUNICATION We’re great at giving you information but you have to come to us Want to get the right message to the right person at the right time All our customer data is in multiple different systems with different types of contacts stored, some with all users, some with just account managers etc. We want to be able to tailor the information you it’s relevant to you and filter out that which isn’t so we don’t bombard you. 3. CLOSE TO THE CUSTOMER Strengths are in the personal relationships built so far, and having face time like this to meet in person or at other industry events. Online and mass communication channels will never be a replacement to this, and as far as possible we want to keep the relationships strong and two way – come back to this point
- Big data cleaning job and ongoing
- Tell us when people leave Encourage other users to subscribe to the newsletter If you think you’re getting the wrong information – subscribe on this form and it will update your record in our system You can unsubscribe at any time.
- Clean up and lots of information sharing We’re also keen to share customer news so if you have something you want to share with the rest of the community, let us know
- Aixell Group, Axiell ALM, Axiell.co.uk, Emu site, separate support sites etc Understand it can be confusing to know where to find things. LONG TERM We’re commencing a large project – that is Axiell wide, ALM, public libraries, education and media to create an online presence that looks to create a much more seamless experience when looking for information online, whether you are a customer, a prospective customer, a prospect a potential employe etc. We’re also looking at ways in which we can make documentation and training more accessible online and creating better online channels of communication between customers which will allow people to better self serve when they want to Long term project – lots of moving parts and people to be consulted. In the mean time – I’m working to make the Axiell ALM site as useful as possible. Updating and adding information about products and services, making training pages more usable sharing news, events and blogs through the site and making it as easy to use as possible. Where it isn’t possible to have all the information on the sites itself, I’m working to make it at least easy to find links on the site to important information and also working to ensure the site itself is easy to find on search engines etc.
- Bookmark Axiell ALM – have a look around Feel free to provide feedback if you find something difficult to find or there’s information you’d like to see on there.
- Close to the customer No way to replace face time with your customers – online isn’t a replacement for that. Just like this fantastic conference that we’re at now. Essential for two way communication. European conference grown significantly and plans to revamp APAC conference in 2018 Looking at how we can make our conferences even better, but also how we can capture the content from each regional conference and make them more globally accessible Hopefully you all got the change to access both slides but also some video presentations from the European conference, and APAC slides will be out shortly. Very much remains a priority. Will be a NA & European one next year – seeing how we can liaise to make some global topics. ROUGH DATE??
- Keep attending Fill in the post event survey – will be emailed to you so we can continue to add value each year Fill in the card in the bag – what you like about the systems
- Sometimes bigger customers get bigger voices because a lot of our development is custom development It’s not always easy to give us feedback on things like service or communication, but there are channels to do so for product development Our separate user bases often have different staff in both support and tech, so our full view of our customer needs is somewhat fragmented Rely on our customers to tell us what they need – don’t have our own channels to identify trends Sometimes we’ll do something for one customer that could be useful for them all, sometimes we make something available to everyone when it’s only useful to one or two
- Could be customer support, or more market related Keep an eye out for these – please do contribute!
- Could be customer support, or more market related Keep an eye out for these – please do contribute!
- Could be customer support, or more market related Keep an eye out for these – please do contribute!
- User conferences have made some progress here but there are still regional divides, Can be difficult to find out information or contacts between different products, haven’t got too many channels to capture customer stories ALM traditionally operated separately from the other business areas so haven’t had too many cross over conversations (focused on ALM integration first)
- Overall online presence conversation will include how can we create more mechanisms for networking between customers User conferences will remain for that same purpose For now Axiell ALM Website has various features Just at the stage internally where we’re opening up discussions with the other business areas on possible cross overs