Customer Success Webinar -

Transform Your Customer And Partner Engagements

Matthieu LaurenceauSenior Community AmbassadorBMC Software 

Adam MertzSenior Director, Product MarketingJive Software

9 July 2014 - 3pm BST / 4pm CEST

Speakers

Matthieu LaurenceauSenior Community AmbassadorBMC Software @matt_L

Adam MertzSenior Director, Product MarketingJive Software@adammertz

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

24x7 Market-focus, http://communities.bmc.com/

Success KPIs on BMC Communities

YoY, 10k new registered users

200 users engage6 or 7 days a week

45% of users actually engage

30 of the Bloggers/

Moderators are

Customers!

Helping User Experience, at all the stages

Prospect

Ready toimplement

Share/Learn Tech Tips

Beta ProgramsAdvisory Boards

Interact withusers in your Geo

Digital WOM

Crossing the Chasm

Product Scope of BMC Communities

Full BMC Portfolio!

Crowdsourcing « help and tips »

Users interact on 2000 new discussions each month

Ideation: Open innovation, Loyalty boost!

• Far more synergy for interactions with R&D– Bi-directional conversations– Open conversations

Blogs: Proactively Enabling, in viral manner

Openly helping Customers to succeed

24x7 Market-focus, http://communities.bmc.com/

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

24x7 Market-focus, http://communities.bmc.com/

Customer Programs: going further

• 2 Mains Programs– Beta Programs– Advisory Boards

May Bakken

• 2 High-impact User Personas– Tech Champions– Exec champions

For more, including live Q&A…

… Join Webinar!

Wed July 9th, 2014 - 3pm BST / 4pm CEST

Register here

Experience http://communities.bmc.com/@matt_L