The document summarizes insights from community managers in 2013 about trends, metrics, and benefits of community management. Key points include: more employees are participating in communities; popular metrics include email/ticket volume, traffic, engagement, and sentiment; emerging trends include social media adopting more community approaches and greater emphasis on growth and engagement; and benefits include cost savings, leads, faster response times, idea generation, and stronger customer relationships.
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In September 2013, Steven Van Belleghem and Peter Hinssen organized an inspiration journey to the West Coast of the US. Together with 20 top executives, we visted a large group of companies. In this paper, we wrote down our conclusions of this very inspiring tour.
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Groupon recently had its fifth birthday. Though still
considered to be a young enterprise, the brand is
valued at more than $6 billion, operates in 48 countries
and is considered one of the fastest growing companies
in history.
The company’s growth is remarkable, but it hasn’t always been easy.
A couple years ago, Groupon acquired an international subsidiary, and in the blink of an eye, this North American startup became a global powerhouse with new customers in dozens of countries.
Groupon needed to find a way to manage consumer relationships, at scale.
Here's how they did it.
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Aberdeen Group research firm is one of the premier analyst firms covering the social media landscape, and Dell is highly regarded as a world-class leader in social media strategy. Don't miss this rare opportunity to hear from both organizations in a live PRWeek/Visible Technologies webcast Interacting with Social Media to Strengthen Communication Strategies, featuring Jeff Zabin, Aberdeen Group research analyst and an industry case study from Bob Pearson, Dell VP of communities and conversations.
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See http://davefleet.com/ for more information or to have me present this at your event.
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Social media marketing has emerged as a legitimate marketing channel that your brand is able to utilize in a number of ways. The first step is listening, and with Alterian SM2 you can track conversations, review positive/negative sentiment for your brand, clients, competitors and partners across social media channels such as blogs, wikis, micro-blogs, social networks, video/photo sharing sites and real-time alerts.
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Jason Miller, Sr. Content Marketing Manager at LinkedIn shows you how to tap into the vast opportunities that await your business —increase brand awareness, influence perception, generate leads, and ultimately drive revenue with LinkedIn.
In this exclusive webinar you will learn:
• Why LinkedIn is a necessary part of your businesses integrated marketing strategy.
• How to tap into LinkedIn’s powerful marketing solutions including Company Pages, Company Updates, and gain value immediately.
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• Go visual or go home. See real world examples and take away key insights for utilizing SlideShare for thought leadership and lead generation.
• And many more tactics that Jason has implemented for social media marketing domination.
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The Salem-Roanoke County Chamber hosts a seminar Social Media 2010: Competitive Advantage and Survival, presented by Entwine Inc. The seminar will focus on changing the mindset of Company Owners and Senior level Executives and educate them on Social Media and how it will impact their business whether they participate or not.
Using Social Networks to Increase Channel SellingLouis Columbus
Bottom line: Becoming a trusted advisor in today’s selling environment is all about
embracing social networks to understand, appreciate the challenges of and serve
channel partners better than anyone else.
Making Social Media Work for Businesspeople, Presents the basics and what is needed to create a Marketing 2.0 strategy. Understanding the Power of Social Marketing and how to access this power for competitive advantage
In his new book, Steven advises companies to become conversation companies. A conversation company is a very consumer oriented company, relying on the power of people and using social media as a perfect partner. The Conversation Company invests in 4 C's to optimize its conversation potential: customer experience, conversation management, content, collaboration. This report gives an update to which extent companies are investing in these 4 dimensions.
The (Im)possible Role of the Social Media ManagerCarrie Kerpen
Your social media team is falling short -- and it's not their fault. It's time to reevaluate your business objectives and SPARK across departments. Learn how to create a Social Media Forum that staffs for success.
In September 2013, Steven Van Belleghem and Peter Hinssen organized an inspiration journey to the West Coast of the US. Together with 20 top executives, we visted a large group of companies. In this paper, we wrote down our conclusions of this very inspiring tour.
We learned the power of combining a customer first mentality with a networked organization and a purpose driven culture. Check out our paper to understand all details.
How Groupon Manages 15 Million Social Relationships Sprinklr
Groupon recently had its fifth birthday. Though still
considered to be a young enterprise, the brand is
valued at more than $6 billion, operates in 48 countries
and is considered one of the fastest growing companies
in history.
The company’s growth is remarkable, but it hasn’t always been easy.
A couple years ago, Groupon acquired an international subsidiary, and in the blink of an eye, this North American startup became a global powerhouse with new customers in dozens of countries.
Groupon needed to find a way to manage consumer relationships, at scale.
Here's how they did it.
Interacting with Social Media to Strengthen Communication StrategiesVisible Technologies
Aberdeen Group research firm is one of the premier analyst firms covering the social media landscape, and Dell is highly regarded as a world-class leader in social media strategy. Don't miss this rare opportunity to hear from both organizations in a live PRWeek/Visible Technologies webcast Interacting with Social Media to Strengthen Communication Strategies, featuring Jeff Zabin, Aberdeen Group research analyst and an industry case study from Bob Pearson, Dell VP of communities and conversations.
Artemis Attribution Weighting - Havas Digital InsightsHavas Media
Managing the Digital Media Mix!
As Campaign Attribution increasingly becomes a popular topic of discussion in the industry, Havas Digital is delighted to present the third Insight of our Attribution series.
20 social media business trends for 2011. Created by Dave Fleet - VP of Digital at Edelman Toronto, with contributions from Steve Rubel (@steverubel) and David Armano (@armano).
See http://davefleet.com/ for more information or to have me present this at your event.
Social Media Monitoring the Alterian Ecademy OpportunityAlterian
Social media marketing has emerged as a legitimate marketing channel that your brand is able to utilize in a number of ways. The first step is listening, and with Alterian SM2 you can track conversations, review positive/negative sentiment for your brand, clients, competitors and partners across social media channels such as blogs, wikis, micro-blogs, social networks, video/photo sharing sites and real-time alerts.
The Sophisticated Marketer's Guide to LinkedIn: The WebinarLinkedIn
Once you have downloaded the Sophisticated Marketer's Guide to LinkedIn (Free download here: http://lnkd.in/sgm) It's time to put everything into action. The Sophisticated Marketers Guide to LinkedIn: The Webinar is a one hour strategic live webcast with LinkedIn’s senior content marketing manager Jason Miller.
Jason Miller, Sr. Content Marketing Manager at LinkedIn shows you how to tap into the vast opportunities that await your business —increase brand awareness, influence perception, generate leads, and ultimately drive revenue with LinkedIn.
In this exclusive webinar you will learn:
• Why LinkedIn is a necessary part of your businesses integrated marketing strategy.
• How to tap into LinkedIn’s powerful marketing solutions including Company Pages, Company Updates, and gain value immediately.
• How to expand the reach of your content marketing strategies using LinkedIn by sharing relevant targeted content to the world's professionals.
• Go visual or go home. See real world examples and take away key insights for utilizing SlideShare for thought leadership and lead generation.
• And many more tactics that Jason has implemented for social media marketing domination.
In a spin-off of her lively article of the same title, marketing strategist Kelli Schmith shares her down-to-earth perspectives on approaching social media for the first time. If you’ve been tempted (or cajoled) into creating a Facebook fan page or tweeting your latest sales promotion, start with this webinar. You’ll learn what really determines whether you’re ready for social media and what questions you need to ask yourself before you dive in.
In the webinar, we discussed: Why Facebook and Twitter, etc., might (or might not) be the place for everyone. The 2 questions you have to ask (and answer) before you jump in. Three (safe) ways to dip your toe into social media.
Social Media 2010: Competitive Advantage and SurvivalPatsy Stewart
The Salem-Roanoke County Chamber hosts a seminar Social Media 2010: Competitive Advantage and Survival, presented by Entwine Inc. The seminar will focus on changing the mindset of Company Owners and Senior level Executives and educate them on Social Media and how it will impact their business whether they participate or not.
Using Social Networks to Increase Channel SellingLouis Columbus
Bottom line: Becoming a trusted advisor in today’s selling environment is all about
embracing social networks to understand, appreciate the challenges of and serve
channel partners better than anyone else.
Making Social Media Work for Businesspeople, Presents the basics and what is needed to create a Marketing 2.0 strategy. Understanding the Power of Social Marketing and how to access this power for competitive advantage
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Shortlisted submission for 2016 CEB Internal Communications Awards in the Innovations in Digital, Social and Mobile category. Winner to be announced November, 2016.
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Authors:
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With inputs from:
Sumathi Venkitaraman,
Head, Marketing at CustomerXPs Software
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Online communities have moved to the top
of the strategic marketing and customer
care agenda at many organizations. A study
conducted by Demand Metric “Online
Communities: Driving Customer Engagement
& Influencing Revenue” (September 2014)
revealed that building an online community is a
top priority. Two-thirds of companies surveyed
have online communities and among those that
don’t there is a trend to consider building one
in the future. Additionally, among those who
have online communities, the reported benefits
include a better understanding of customer/
prospect needs, a more loyal customer base,
better customer perception of the brand, and
improved customer support quality. All of
these strategic initiatives are powered by digital
engagement using online communities. But
despite the strategic focus, turning these “top
priority” initiatives into functional and successful
business activities is unfamiliar territory for many
organizations.
One major stumbling block? Turning the
sometimes fuzzy and hard-to-grasp-and-explain
benefits of an online community into a business
case; a proposal which clearly demonstrates the
value of the community to the organization’s
bottom line.
Marketing and customer care leaders are often
the first to recognize the need for an online
community, and may take the lead on creating
one. But if the project begins by acquiring a
software platform prior to developing a business
case, the success of the online community
is already in jeopardy. The time, effort and
cost required to retrofit or replace a software
platform which did not fulfill the organization’s
real business needs -- or deliver the necessary
bottom-line results -- has killed many an online
community initiative. Building a business case
for your online community is essential to its
long-term success. This short but detailed report
covers the crucial steps to building a persuasive
business case -- the roadmap for building a
successful online community.
This report draws on Leader Network’s many
years of online community strategy, best
practice and implementation experience, and
in-depth interviews with eight successful online
community leaders with real-world examples
to back up their suggestions and advice.
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The empire's roots lie in the city of Rome, founded, according to legend, by Romulus in 753 BCE. Over centuries, Rome evolved from a small settlement to a formidable republic, characterized by a complex political system with elected officials and checks on power. However, internal strife, class conflicts, and military ambitions paved the way for the end of the Republic. Julius Caesar’s dictatorship and subsequent assassination in 44 BCE created a power vacuum, leading to a civil war. Octavian, later Augustus, emerged victorious, heralding the Roman Empire’s birth.
Under Augustus, the empire experienced the Pax Romana, a 200-year period of relative peace and stability. Augustus reformed the military, established efficient administrative systems, and initiated grand construction projects. The empire's borders expanded, encompassing territories from Britain to Egypt and from Spain to the Euphrates. Roman legions, renowned for their discipline and engineering prowess, secured and maintained these vast territories, building roads, fortifications, and cities that facilitated control and integration.
The Roman Empire’s society was hierarchical, with a rigid class system. At the top were the patricians, wealthy elites who held significant political power. Below them were the plebeians, free citizens with limited political influence, and the vast numbers of slaves who formed the backbone of the economy. The family unit was central, governed by the paterfamilias, the male head who held absolute authority.
Culturally, the Romans were eclectic, absorbing and adapting elements from the civilizations they encountered, particularly the Greeks. Roman art, literature, and philosophy reflected this synthesis, creating a rich cultural tapestry. Latin, the Roman language, became the lingua franca of the Western world, influencing numerous modern languages.
Roman architecture and engineering achievements were monumental. They perfected the arch, vault, and dome, constructing enduring structures like the Colosseum, Pantheon, and aqueducts. These engineering marvels not only showcased Roman ingenuity but also served practical purposes, from public entertainment to water supply.
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1. Community Manager
Insights 2013
Community Manager Appreciation Day 2013 #cmad
2. Happy Community Manager
Appreciation Day!
Each year, we check in with
some of the top
community managers in
the industry and ask them
about emerging trends,
and business value to
their company. Thanks to
all the professionals that
participated. Let’s start
with an overview:
3. Who’s participating in your community?
Real engagement means
breaking down the silos
1-10 and letting any employee
2More than employees work with a customer to
40%
26 listen, troubleshoot, or
38% brainstorm.
10-15 15-25 In 2013 we see a big
2% 20%
increase in employees
participating in the
community.
4. What are you measuring?
Phone call
Proving ROI and
Email volume Ticket volume
volume
Traffic to Participating Participating engagement is
critical. Here’s a
community users employees
Sentiment,
Customer Sat
Time to
resolution
Support cost few of the
metrics being
Peer-to-Peer
engagement
Net Promoter
Score
Ideas added
to roadmap used to measure
community
Topics
answered
Leads
generated
Contact
deflection success.
Shares to Votes for new Inbound
social web features search
5. What trends are on the horizon for
community management in 2013?
6. Social media adopts a
Community approach
“The blurring of social media and
community will continue. While
social media is widely accepted
as part of the marketing mix, the
approach on social media will be
to create a more integrated
community feel, rather than
simply use the channel to push
product.”
Lisa Barnett
Online Community Manager
eModeration
Photo: Karen_roe, Flickr
7. In 2013, a lot
more noise.
“There are "only" a billion
people on FB- still another 6
billion who have yet to join. As
more and more people begin
to connect to the multitude of
platforms, how will
companies/consultants cut
through the clutter to have
their message heard? Biggest
challenge but also biggest
opportunity: more people to
engage with!”
Ephraim Gopin
Community Manager
fring
8. We'll continue
to work on
growth
“We'll also focus on creating
active users; making the
most of the community.
How to engage people, how
to make the community
their preferred resource,
etc. ”
Kristen Gastaldo
Community Manager
Blackbaud, Inc.
9. More Traffic
More Success in 2013
“We have just moved our
community from a private
community to a semi-public site.
I am excited about this change as
this should help us reach more of
our customers, improve
marketing SEO, and allow us to
plugin the widgets into our
products. We also gain the Twitter
feed which is cool. ”
Lee Roquet
Bitcentral
10. Nurturing Can Start to Bring
Around Big Rewards
“With such huge savings in support
costs using the Get Satisfaction
platform we are now going to start
in 2013 giving our SMEs (subject
matter experts) "spiffs" if the
"problem" status in a post on GS is
resolved within a specified time-
frame which either leads to better
customer satisfaction or
subscription revenue at Cazoomi.”
Clint Wilson
Cazoomi
Kriztofor, Flickr
11. Fostering Community
Champions
“We just launched our champions
program, that will provide our
customers with additional training,
hardware to test, one on ones with
product management, and may
play an integral role in a product
certification process and customer
advisory board.”
Kristen Gastaldo
Community Manager
Blackbaud, Inc.
12. What benefits has your company
seen as result of your community
management efforts?
13. Staying Engaged
“We have been able to engage at
least one user from 75% of the
organizations using our
product. We're focused on
integrating the community into
our implementation process, so
it's a resource from the
beginning.”
Kristen Gastaldo
Community Manager
Blackbaud, Inc.
14. Community
Provides Leads
“Customer engagement - Community
provides Q&A, troubleshooting and
customer service via social media.
Users get answers to questions quickly
- keeps them informed, engaged and,
most of the time, happy (unless they
don't like the answer.
Community provides Leads, leads and
more leads (thank you LinkedIn!).”
Ephraim Gopin
Community Manager
fring
15. Time is of
The Essence
“Since I've been working in the GS
community earlier this year, we've been
able to improve our response time to
community topics. Now customers
typically get a response from an
employee or Champ within an hour
(during the business week), which
ultimately leads to happier community
members, and that's something I'm
really proud of!”
Caty Kobe
Community Manager
Get Satisfaction
16. Double Dare Ya
“Our community size
of active SyncApps
subscribers doubled in
2012 to over 525 with
some of the best
software enhancement
ideas coming from our
Salesforce.com
SyncApps users.”
Clint Wilson
Cazoomi
- Via Get Satisfaction
Community
17. Value Your
Relationships
“The community provides
something no other product at
Blackbaud has - access to every
level of our team. Even our VP keeps
up with the community. Most
customers don't experience that.
Overall, our customers and entire
team see the value!”
Kristen Gastaldo
Community Manager
Blackbaud, Inc.
18. Go Ahead
Brag a Little
One of my favorite things we've done in the last
year to engage our community is showing them
off. We do this three different ways:
1. "Loyalty in Action" tweets using their twitter
handles and links to their sites.
2. Showcasing amazing loyalty program designs
on our Pinterest account.
3. Spotlighting creative implementations of Sweet
Tooth on our blog.
Our community has been super responsive to this
because who doesn't like to show off their hard
work and success?
Sherrie Rohde
User Experience Manager
Sweet Tooth
19. Responsive Savings
“We use our community to
improve the customer
experience and reduce
operating costs. Both Badgeville
and Get Satisfaction have
helped us achieve significant
savings with 72% Peer-to-Peer
Response Rate.”
Nathan Roth,
Community Strategist
Koodo Mobile