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Size really doesn’t matter –The Value of Customer Communities
Michael DieterleDirector Knowledge and Enablement, RES Software
@mdieterle
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RES Software
• Founded in 1999, 250+ employees world-wide
• US headquarters in Radnor, PA
• RES IT Store, an Enterprise App Store
About RES Software
About our Success Center
• Community Forum
• Customer Support Portal
• Partner Resource Portal
• Online Learning and Certifications
• Product Feedback and Ideation
Misconception #1 - Scale
“Communities are only for
large organizations!”
Salesforce Success Community
SAP SCN
Community engagement – Rachel Happe
How YOU can do it!
Leverage existing communities
Put functional owners in charge
Focus on concrete goals and needs from your audience
Design principle - Outside in
o Analyze your customers’ experiences
o Design a better way to serve their needs
o Build your community from their perspective
Misconception #2 - Means
“We don’t have the resources to manage a community!”
Design principle - Cloud
o Simplicity
o Flexibility
o Affordability
Misconception #3 - Time
“We cannot spend time on this. We have a lot of work already!”
Design principle –InternalEngagement
Communities are considered table stakes
Show customers how important they are
Measure the right things
Resources and Image attribution
Dilbert comic: http://dilbert.com/strip/1998-11-26
SAP Community Network: http://www.bunchball.com/sites/default/files/case_study-gamification_sap_community_network-july2013.pdf
Community Cloud: http://blogs.salesforce.com/
Customer Journey: http://wouterkleinsman.nl/online-marketing/ontwikkel-in-4-stappen-de-customer-journey/
Cloud: http://blog.algosec.com/
Community Management: http://www.slideshare.net/rhappe/community-management-fundamentals
Square Wheels: http://www.squarewheels.com/mainpage/swsmain.html
Gamification: http://blog.demandmetric.com/2013/06/24/infographic-on-gamification/
