"Builds a community around the enterprise" For Complex Sales Organizations, Tiered Sales Channels, Online Content Distributors, Public Companies, and Customer Driven Product Development Teams
Customer Hubs help manage customer and channel relationships more effectively. Most traditional websites provide a static, linear experience for the user. When community is added to the mix, it drives and exposes multi-dimensional conversations and interactions between customers, prospects, employees, partners, and other stakeholders.
| Enterprise Need: |
Current customer evangeliists and case studies driving new prospect interaction and acquisition. Most enterprises do not systematically incorporate customer stories with new prospect interactions. Case studies tend to be one-off, time consuming, and costly. |
| Community Delivers |
A mechanism for efficiently capturing satisfied customers, converting their stories into customer testamonials, and using them to convert prospects to customers. |
| Enterprise Need: |
Real time Customer feedback on satisfaction |
| Community Delivers |
A mechanism for customer polls, surveys, and focus groups |
| Enterprise Need: |
Efficient synchronization between new product development and market requirements |
| Community Delivers |
An environment for introducing and validating new products and solutions to the market that keeps cost down during the development phase and increases customer adoption upon release. |
| Enterprise Need: |
Customer retention |
| Community Delivers |
Consistency in customer interaction. Sales relationships are usually transaction oriented - go hot around a transaction and go cold in between. With community, a dialogue can be maintained resulting in higher customer loyalty, shorter secondary sales cycles, and improved margins in competitive situations. |
Other Community Benefits
- Actionable information distilled from customer interactions with the enterprise’s employees and other customers and prospects
- Improved user experience and dialogue through behavioral analytics coupled with focused feedback tools to enable the enterprise to better personalize the customer experience
- Increased relevancy, customer information, relationships, services, and products to cross-sell and up-sell
- Improved forcasting of future buyer behavior
- More accurate ROI, new ways of monetizing assets, and an ability to scale qualitative relationships across large numbers of customers
Sample Community Functions
- Forum for online focused feedback and market
- Surveys
- Manage multiple customer points-of-contact
- Complaints and Trouble TicketsCustomer Advisory Boards and Groups
- Product Introductions and Test Marketing
- Customer Evangelism and Referrals
- Bringing a community of interest together for networking and creating bridges across periodic tradeshows, conferences, and meetings.
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