Chris is an experienced Digital Community Strategist known for his versatility in owning community vision, strategy, and execution. He has created and built customer advisory boards, leading discussions with senior executives within and outside the company. With a proven track record in developing and executing community engagement programs, Chris creates compelling content for customer communities and is a strong advocate for the customer. He believes that data should be the driving force behind any successful, long-term strategy. He built Reltio, Imperva and Rexel’s Technical Customer Communities from scratch and increases customer engagement and participation in the executive board while recruiting new participants as needed.
Chris's expertise includes delivering, evolving, and growing the Customer Advisory Board (CAB) and Executive Engagement Program within Reltio, Forrester Research, Rexel and Imperva, supporting Enterprise Sales teams and go-to-market strategies by furthering C-Suite relationships with the company's most important customers.
CABs aid in obtaining insights, boosting customer loyalty, and enhancing customer connections. Key advantages of CABs include:
Involving customers in product and service development shows appreciation for their opinions and caters to their needs, increasing loyalty and reducing churn.
Gain customer insight
CAB members offer valuable feedback on customer needs, preferences, and challenges, helping companies tailor offerings and identify new opportunities. They also provide input on prototypes and beta products, enabling pre-launch adjustments.
Improve product development
CABs support better product development by sharing insights on what succeeds or fails. Members' feedback on prototypes and beta products allows for pre-launch refinements, reducing costs and enhancing adoption.
Involving customers in decision-making leads to products and services that better address their needs, resulting in higher satisfaction and positive recommendations. CAB members help identify areas for customer service improvement.
CABs enable open dialogue between companies and customers, fostering stronger relationships. This increases trust and likelihood of future sales.
In a discussion with Hivebrite, we discuss the importance of measuring metrics for a successful community. I recommend focusing on simple metrics like registrations and page views to understand user behavior when you first start an online community. It is importance of tracking organic SEO for customers to easily find solutions to their problems.
As you get a bit more mature you could start including customer accounts, webinars, and pipeline influenced. They emphasize the importance of showcasing insights and accomplishments in a dashboard to help others understand their work.
Creating a custom dashboard and tailoring data to different audiences is important.
There are several reasons why a product company may choose to have a Customer Advisory Board (CAB):
Companies can derive immense value from Customer Advisory Boards (CABs) as they provide a platform for gathering valuable feedback, insights, and ideas from customers. However, the success of a CAB hinges on the recruitment of suitable members. This blog post highlights some key best practices to consider when recruiting members for your CAB.
It is essential to define the criteria for selecting CAB members. This involves identifying specific qualities, such as demographics, job roles, industries, and characteristics, that would make a member valuable to your CAB. You should also consider your desired outcomes and the kind of insights necessary to achieve your goals.
One way to identify potential CAB members is by tapping into existing relationships, such as your customer base or partners. This approach can leverage the existing interest these individuals have in your company's success, as well as their established relationship with your brand. You can also consider reaching out to your social media followers, website visitors, or email list subscribers to gauge their interest in joining your CAB. Another option is to involve your internal stakeholders, such as Customer Success Managers, Account Executives, and executives, to suggest potential CAB members.
The Reltio Community employs a powerful engagement strategy through its Community shows program, which effectively connects with customers, partners, and prospects. By sharing valuable information and showcasing the company's products and services, the program drives adoption and satisfaction while positioning Reltio as a thought leader in the industry.
To measure the program's impact on revenue, Reltio integrates several tools, including Zoom for webinars, Higher Logic for community engagement, Salesforce for CRM, Marketo for marketing automation, and Tableau for data visualization and reporting. This integration allows Reltio to track and measure the program's effectiveness, including the number of leads generated from webinars, the conversion rate of leads to opportunities, and the resulting revenue.
Overall, the Community shows program is a valuable tool for Reltio to engage with its audience, provide relevant information, and influence the sales pipeline, while generating leads and increasing revenue. With a data-driven approach, Reltio can optimize the program for maximum impact.
In today's digital world, businesses need to embrace technology and digital marketing strategies to stay relevant and thrive. One of the most crucial elements of digital marketing is Search Engine Optimization (SEO). In this article, we explore how SEO can help businesses grow and succeed.
Why SEO is Critical for Business Success
SEO is the process of optimizing your website to rank higher in search engine results pages (SERPs). It involves several techniques and strategies that help your website to appear at the top of search engine results when users search for specific keywords or phrases related to your business. Here are some reasons why SEO is essential for businesses:
How SEO Benefits Organizations
Organizations should recognize the importance of SEO for business growth. Here are some benefits of SEO for organizations that build online communities:
SEO is a powerful marketing strategy that can help businesses of all sizes grow and succeed in today's digital world. By optimizing their website for search engines, businesses can attract more visitors to their website, generate more leads and sales, build credibility, and trust with potential customers, and gain a competitive advantage over their competitors. SEO can help businesses attract new customers, build a loyal community, and increase brand awareness. Therefore, businesses that want to stay relevant and succeed in today's digital age must embrace SEO as an essential element of their marketing strategy.
Explore My Blogs Dedicated to Online Communities, Customer Advisory Boards and Customer Marketing - Delve into Community Engagement, Effective Engagement Strategies, and My Journey in Building Thriving Communities
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