If you’re going to be up at SugarCon next week be sure to find Aaron Fulkerson and attend his session, “The User-to-User Assistance Generation: The Effective Way to Socialize Your CRM” on April 6 at 5:05pm.
What: The User-to-User Assistance Generation: The Effective Way to Socialize Your CRM
Where: Track 4: The Sugar Exchange in the Napa Room
When: 5:05 pm – 5:45 pm on Wednesday, April 6, 2011
Aaron’s abstract is below:
Social Help Centers, or product help communities, are used by some of the world’s largest brands to increase revenues. These provide a foundation for Social Customer Relationship Management (SCRM) and help to create new customers, power personalized marketing and sales, extract social intelligence, up-sell/cross-sell, and drive down support costs.
So why do you start with your product help? Product help is the #1 place your prospects and current customers are investigating before making a purchasing decision and ramping up their projects. So how does that tie into Social CRM? Social CRM isn’t just about integrating with social tools like Facebook and Twitter – it’s bigger than that. Social CRM is about tieing in social tools like Facebook and Twitter PLUS understanding user and prospect motivations, behavior, perhaps even adding a co-creation layer (think wiki-like experience), and escalating feedback mechanisms. Think about it – you’re giving your users pride of ownership, engaging content, a democratization of information. Now you’re starting to build a community. OK great. But we’re in the business to make money, right? So what if we applied a CRM layer on top of this community? Ah ha! Now this is how we increase our bottom line.
Attend this thought-provoking session and see how multi-billion dollar companies, like Autodesk, HP Palm, and Intuit are leveraging the power of their product and help docs.
Be sure to attend his session, say HI and offer feedback. Here is the schedule for the rest of the conference – all of the tracks are killer! It’s going to be an exceptional conference.
