Conference Presentation

Customer Loyalty and Churn - Session 1

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We Don't Care, Just Fix it. Session Details coming soon. Creating Wins Around the World Through Communities of Practice At Red Hat, we have successfully implemented a Communities of Practice (CoP) Program, a global forum for exchanging best practices, customer challenges, technology and business solutions, and customer feedback. In 2 years, this internal-only program has grown to 13 Communities with over 1,725 members, including Consultants, Solution Architects (Pre-Sales), Business Units, Engineering, Support Services, and Content Writers. Through this program, members of Communities have collaborated from across all of our geos and achieved large wins with substantial business impact. Feedback from customer engagements are now shared around the world. This program is particularly important to global companies. At Red Hat, it has been key in bringing together our Consultants, etc. from Asia Pacific, Latin America, EMEA, and North America. We avoid spinning our wheels and solving the same problems over and over again (in different locations). We can also piggyback upon what other geos are doing/finding and augment teams, share skills, transfer knowledge, experiences, etc. The end goal is driving full-circle feedback from the field to engineering, around the world, leading to greater efficiency, optimal solutions/products and better delivery. CoPs are the platform to achieve this goal.

Presented By:

Phyllis Fann

Program Manager, Communities of Practice, Red Hat

Jack Sparks

Director, Customer Support, Datalink

Publish Date: May 4, 2016

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