Post on 17-Nov-2014
description
transcript
The Big Social 2011Telligent Customer Conference
#Telligent #TheBigSocial
Amplify Your Sales Teams with CommunitiesForrest W. Lymburner
WW Community Program Manager, Texas Instruments Inc.
The Big Social 20112
Session Objective
Provide steps on how to successfully get community to be an integrated part of your sales strategy
The Big Social 20113
Who is ?
The Big Social 20114
Understand
Integrate
Am
plif
y
The Big Social 20115
Understand
The Big Social 20116
How Does it Work Today?
What do you sell? What is the process? How is your sales forces
organized? Where are your sales offices? Do you have any central sales? What tools is your field using? Who are your largest customers?
The Big Social 20117
What do the field complain about?
What do they need to succeed? What can’t the current tool set
do?
Identify Challenges
The Big Social 20118
What We Found
Déjà-vu Email was King
Lost Treasure
Old Way of Thinking
The Big Social 20119
Integrate
The Big Social 201110
Top Side/Bottom Side Buy In
Start at the bottom for pilots
Once you have a story…go up the ladder
When the program is ready go to the top
The Big Social 201111
Build to Suit
Don’t go crazyStick to the planStart smallFind your storyFind your advocates
The Big Social 201112
Slow & Steady
Social Media is scary
Solve a problem …use the gratitude
Use the momentum
Never Stop Selling!
The Big Social 201113
What We Implemented
Started with internal first
Launched an external pilot with a handful of product segments
Wrote a story… started telling the story
The Big Social 201114
The Big Social 201115
If you build it, they will come… doesn’t work
Sell It!
The Big Social 201116
Start Rewarding
Field Motivation… Money and Recognition Recognize your
advocates and early adopters
Get included in existing bonus programs
Encourage competition
The Big Social 201117
Make it “Part of” not “Extra”
Become part of the sales process If you become too much extra
work…you will fail
The Big Social 201118
Take it Global…Smartly
Don’t Assume
Don’t Cookie Cutter
Field Sales is different regionally
Go back to step one and start again
The Big Social 201119
What We Implemented
Combined our internal & external sites into one
Expanded the pilot to include the entire business
Integrated with other social media programs
The Big Social 201120
What We Implemented
Customer intelligence integration
Employee Reward & Recognition program
The Big Social 201121
What We Implemented
Email wasn’t going away
Integrate email into the community functionality
Email-in, Email-out
The Big Social 201122
Summary
Research before you begin
Start small but keep moving
Communicate a lot
Expand slowly and steadily
The Big Social 201123
Our Sites & Contact Info
WW English Community http://e2e.ti.com
China Community http://www.deyisupport.com
Open Source Portal http://designsomething.org
Forrest W. Lymburner f-lymburner@ti.com
The Big Social 201124
REMINDER
#Telligent #TheBigSocial
Continue your learning: Developer Jam Usability Lab Partner Pavilions Networking Telligent demonstrations Documentation Keynotes
REMINDER
#Telligent #TheBigSocial
After The Big Social is over
Visit Telligent.com/bigsocial/ Customer Connection – Telligent Community
customers Employee Community – Telligent Enterprise
customers Telligent Support – Customer service and support Developer Space – Extend and integrate the
platform