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Conference Presentation

Practical Steps to Build a Thriving Customer Community

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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.

Presented By:

Matt Nevill

Customer Community Manager, Agilent Technologies

Publish Date: May 6, 2021

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