Get A Little Closer: How Organizations Can Use Communities to Improve Relationships

L E A D E R NETWORKS

Copyright © 2014 Leader Networks, LLC Proprietary & Confidential 1

Get A Little Closer: How Organizations Can Use Communities to Improve Relationships

Digital Strategy Conference OttawaTuesday September 30th 2014

3:45 to 4:30

Vanessa DiMauroCEO, Leader Networks

http://www.leadernetworks.com@vdimauro

[email protected]

http://www.leadernetworks.com/


Copyright © 2014 Leader Networks, LLC

• Vanessa DiMauro is the founder and CEO of Leader Networks, a research and strategy consulting company that helps organizations succeed in social business and B2B online community building.

• 20 years experience leading online communities.• Many clients have won industry awards such as Forrester’s

Groundswell, B2B Marketing Award, and SNCR’s Excellence in Communications.

• Her work has been covered by leading publications such as the New York Times, the Wall Street Journal and Forbes.

• Recently named a one of 40 top social marketing masters worldwide by Forbes.

• Former Executive-In-Residence at Babson College’s Olin School of Management, holds both a B.A. and M.A. from Boston College and blogs at http://www.leadernetworks.com/blog/.

http://www.leadernetworks.com/blog/


Copyright © 2014 Leader Networks, LLC 3

Leader Networks Clients



Fact

Online community can fuel revenue; a significant increase (of at least 18%) in post-launch expenditure from community customers can be attributed to their joining the community.

Puneet Manchanda et. al. Social Dollars: The Economic Impact of Customer Participation in a Firm-sponsored Online Customer Community, 2013



60% of IT executives now view collaboration software as a critical or high priority for conducting business today.

July 2013 Forrester Research report: "Setting the Technology Foundation for Your Social Business and Collaboration Strategy."

Fact



Communities generate a 67% lift in a brand’s Net Promoter Score compared to those customers not engaged with a brand socially.

Millward-Brown, Owning Your Brand's Social Community Drives More Shoppers and Sales, July 2014

Fact



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Four Business Drivers Fueling The Case For Community

Ability to scale and achieve

greater efficiencies.

Increased self-service

opportunities

Greater customer intimacy which

leads to increased customer

satisfaction

Increasing access to customer ideas

to accelerate speed to market and successful

adoption



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Create visionTarget & segment audience

Validate plan Identify performance measurements

Benchmark competition & best of breedChoose tools and features

Pilot launchAlign operations

The Community-Building Process



Strategic Success Factors• Solve a business issue or enable a business process

improvement – faster or better than in person

• Be easy and intuitive

• Involve users in co-creation

• Have a strong executive sponsor who is willing to lead by example & skilled staff

• Generate clear revenue or returns

• Outcomes are measured and aligned with key business processes

• Have a well crafted member engagement plan

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Get A Little Closer: How Organizations Can Use Communities to Improve Relationships