Community Adoption for Support (within Customer Bases)

Challenge – For many support organizations, the focus is on maintaining customer relationships and driving additional transactions. However, the best source of new customers is referrals. Additionally, as social media usage has exploded, more of the customer experience is now visible to prospects. How do we leverage social media to influence the perception of their customer experience and leverage their existing community of customers to drive referrals and customer evangelism in the market?

Solution – Customer and Partner support, retention, recommendations, and referrals via community adoption and customer evangelism programs.

Benefits

• Develop a plan to bridge the from the public networks into an online community, customer evangelism programs
• Create community adoption plan to create the standard structure, approach, to create a vibrant, viral, self-sustaining, revenue generating community.
• Build interrelated customer maintenance programs to enable better adoption, referencing, referrals, and encourage customer evangelism in the market
• Assist in channel sales programs with programs enable better partner onboarding, channel education, and partner demand generation

Features

• Business community alignment planning to identify the optimal customer experience; identify the core value propositions, the specific calls to action, buyer participation roles, monetization models, etc.
• Community adoption facilitation to align business objectives and create customer engagement for support, cross-selling, up-selling, and evangelism
• Social CRM analysis and plan to integrate into current support programs and existing CRM; including identification of what data/information/knowledge to bring across from the public networks to leverage better customer service.
• Business Intelligence analysis to identify what are data, metrics, analytics to capture for integration of social marketing with current business intelligence structure.

Customer evangelism programs to leverage the online community to promote retention, references, referrals, and recommendations.