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This session will cover best practices for launching an external customer community with a support focus. The target audience includes IT decision makers, digital strategist, support management, and anyone interested in learning more about online communities in an Enterprise B2B environment. The content will include practical steps to ensure a community initiative is setup for success with appropriate end user adoption. It will also include key concepts that should be included in a community strategy along with realistic examples of implementation. Focused topics will be: the importance of executive sponsorship, budget planning, staffing and necessary resources, community structure and navigation, support staff involvement, curated content, gamification and incentives, registration process considerations, open vs gated access, community platform selection, syndication, integrations, content strategy, measuring customer experience, incorporating customer feedback, ideation, as well as KPIs and other metrics.
Customer Community Manager, Agilent Technologies
Publish Date: May 6, 2021
TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.
Peg Rodarmel, SVP, Subscription Services, Infor
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