Community as an Integral Part of Your Customer Experience Strategy
Michael Fauscette, Group VP, Software Business Solutions
about.me/mfauscette #CXM @mfauscette
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Expectations Experience
Satisfaction
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Strategy and
Processes
People
Access
Products & Services
Technology
Data
Customer Experience
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The Information Revolution
© IDC 2013 8
Economic changes
Technology changes
Social Changes
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Michael Fauscette
Mike Fauscette
mfauscette
Larry Fauscette
Larry Michael Fauscette
Larry M Fauscette
mike_fauscette
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Business Value of Community - Marketing
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Business Value of Community - Sales
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Business Value of Community - Customer Service
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Business Value of Community - Product Innovation
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Responding Consistently Across Channel
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Operational Processes
Customer Experience Channels
Community
Telephone, cell phone
Web Site
Physical location
Traditional Outbound Communications
Social Media Presence/Interaction
Resources Organization
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Coordinating the Internal
Customer
Campaign execution, brand control – Marketing
Up-sell, cross-sell, reference selling – Sales
Operational Processes
Departmental Requirements Resources
- Product Innovation based on customer input
Customer service
$ – CFO
Loyalty, satisfaction insight – CEO
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Business Benefit of Community
Acquire New Customers Design Better Products Reduce Support Costs Customer Intelligence Driven Marketing
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@mfauscette | #GetSuccess | @GetSatisfaction
Business Benefit of Community
Acquire New Customers • Know your customer • Engage your customer • Learn about your customer = Sales Intelligence
Design Better Products • Idea sourcing • Innovation • Voice of customer
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@mfauscette | #GetSuccess | @GetSatisfaction
Business Benefit of Community
Reduce Support Cost • Peer-to-peer support • Reduced support tickets • Better self-service
Customer Intelligence Driven Marketing • Customer data value chain • Predictive as well as reactive • On target – 1:1
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And Remember…
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• Give Value to Get Value
• Connect outside in and inside out
• Silos are the enemy
• Technology isn’t enough – culture and process
• Sense and Respond
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Michael Fausce,e Group Vice President So7ware Business Solu:ons mfausce,[email protected] @mfausce,e about.me/mfausce,e
Thank You
Blog: www.mfauscette.com IDC Social Business Blog https://idc-insights-community.com/groups/it_agenda/social-business #GetSuccess
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![Customer Retention [Infographic] Customer Experience](https://cdn.vdocuments.net/doc/165x107/55b6dceebb61eb0c598b46c8/customer-retention-infographic-customer-experience.jpg)
