Articles
Tag: cxmcommunity
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Measuring Community Success: More Than Just ROI
Social leaders ready to take the next step in their community journey now have access to a new assessment tool to help them evaluate their community’s strengths and weaknesses, and make better decisions to build more successful online sharing spaces for their employees, customers and partners. The Community Performance Benchmark
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Five Rules to Select the Right Online Community Platform
Choosing the right online community platform is, like most things, about due diligence. Due diligence, that is, before you get a potential vendor inside your company walls and while the vendor is inside.
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Customer Journeys: What Can Go Awry on the Path to Making Customers Happy
There is much written on the virtues and triumphs of mapping customer journeys, but little about what can go awry. Customer journeys are beacons that focus teams across an organization around the common goal of helping people become successful and happy.
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Weekend Reads: Mapping the Customer Journey, Bigger vs Better Data
It was a busy week here at CMSWire as we finished up our month long focus on Customer Communities and moved over to look at Customer Journey Mapping.
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Where's the ROI in Community?
If you need help calculating the ROI of a community, there are tons of resources that can provide processes and best practices, but where can you find ROI in the first place? Where should community evangelists look, and where will ROI be easiest to prove? There’s constant discussion about
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The Five Point Plan for Customer Success without Boundaries
Let's start with two grounding statements for context: markets are communities and communities are markets. And from an open or social business perspective, a customer community does not necessarily mean it's a destination on the web, computers or mobile devices that's only accessible with personal IDs and passwords.
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Designing for Community: Mastering the Art of Narrative
What makes a great story? What's the difference between story and narrative? How can we make our organizations more people-centered? What makes a successful community? How can we inspire people to change? These are questions I wrestle with in my own journey as a designer, change agent and champion of customer experience.
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Weekend Reads: Customer Experience Needs Smart Technology, ROI of Engaged Employees
This week we talked customer experience and the need for smart technology. We also looked at Employee Engagement -- how it can improve the bottom line, and the Cloud growth within Europe. Top Customer Experience Article We hear the three magic words thrown around day after day.
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Tweet Jam Recap: Challenges + What Comes Next for Customer Communities #CXMChat
In part one of our recap we learned the many great ways that customer communities can benefit organizations, provided that they add value and allow opportunities for real engagement and include everyone, from employees to stakeholders in the process.
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Tweet Jam Recap: The Purpose and Value of Customer Communities #CXMChat
On Wednesday, we all came together for another monthly Tweet Jam -- this time to discuss how to grow and engage customer communities. Sure, it sounds simple enough but we wanted to dig deeper to learn what really goes into developing and managing opportunities for customer engagement.
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Moving Across the Globe in the Name of Customer Community
How far would you go in support of customer communities ? I have a great job as Community Manager for a big finance firm (over 6,000 employees) here in Sydney, Australia.
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Four Steps to Successfully Leading Today's Tribes
Just like prehistoric tribes were centered on survival, today’s online users gather together around an idea, except it can range from fans of kitten furniture to political groups. Seth Godin, the famous marketer and internet thinker, talks about the idea of tribes.
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Tweet Jam Reminder: Today - Growing + Engaging Customer Communities #CXMChat
It's that time again! We're a couple of hours away from this month's Tweet Jam and, as usual, it's sure to be a hit. This month we will be talking Customer Communities -- How are they useful to an organization? How can we measure their success? How will they continue
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Community Design is Like Throwing a Good Party - It Takes Planning
Creating and sustaining healthy communities is part art and part science. When I think of a healthy community, I think of a party. At a party, just like in a community, you are bringing together people to meet each other, form relationships and possibly even create something amazing together.
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