Preview of the slidedeck used for the webinar on July 9th 2014 http://bit.ly/1zcjums

1. Customer Success Webinar
-
Transform Your Customer
And Partner Engagements
Matthieu Laurenceau
Senior Community Ambassador
BMC Software
Adam Mertz
Senior Director, Product Marketing
Jive Software
9 July 2014 - 3pm BST / 4pm CEST

2. Speakers
Matthieu Laurenceau
Senior Community Ambassador
BMC Software
@matt_L
Adam Mertz
Senior Director, Product Marketing
Jive Software
@adammertz

3. 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

4. 24x7 Market-focus, http://communities.bmc.com/

5. Success KPIs on BMC Communities
YoY, 10k new registered users
200 users engage
6 or 7 days a week
45% of users
actually engage

6. Helping User Experience, at all the stages
Prospect
Ready to
implement
Share/Learn
Tech Tips
Beta Programs
Advisory Boards
Interact with
users in your Geo
Digital WOM
Crossing the Chasm

7. Product Scope of BMC Communities
Full BMC Portfolio!

8. Crowdsourcing « help and tips »
Users interact on 2000 new discussions each month

9. Ideation: Open innovation, Loyalty boost!
• Far more synergy for interactions with R&D
– Bi-directional conversations
– Open conversations

10. Blogs: Proactively Enabling, in viral manner
Openly helping Customers to succeed

11. 24x7 Market-focus, http://communities.bmc.com/

12. 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

13. 24x7 Market-focus, http://communities.bmc.com/

14. Customer Programs: going further
• 2 Mains Programs
– Beta Programs
– Advisory Boards
May Bakken
• 2 High-impact User Personas
– Tech Champions
– Exec champions

15. For more, including live Q&A…
… Join Webinar!
Wed July 9th, 2014 - 3pm BST / 4pm CEST
Register here

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