http://ow.ly/hsc9k, 5 Mistakes Companies Make When Using Customer Communities Kim Celestre of Forrester Research and Matt Wallace from Volunteer Match talk about leveraging a customer community to drive engagement and provide an excellent customer experience. This webcast provides you with a playbook to help transform your online community into a thriving, interactive network of customers and best practices to create a healthy and active online customer community. Then you will hear from VolunteerMatch, a nonprofit organization about leveraging customer community to gather feedback, provide self-service support and engage with your customers. Learn how to: •Identify and incentivize brand advocates •Turn fleeting social conversations into valuable resources that are discoverable by customers, prospects, and search engines •Drive innovation based on the feedback of your most active customers •Enable self-service, community-based support ABOUT THE PRESENTERS: Kim Celestre, Senior Analyst Forrester - Kim serves Technology Marketing Professionals. Her analysis on social trends, issues, and best practices helps marketers create social strategies and tactics that increase customer value. Her research focuses on B2B marketing, with a specific emphasis on the use of social networks and online communities to drive technology adoption and shape buying behaviors. Matt Wallace, VolunteerMatch - Matt joined VolunteerMatch as a Community Support associate in July 2011. Currently, he works on the Communications team as Senior Associate in charge of Nonprofit Relations. He is responsible for engaging VM’s network of nonprofits through webinars, blogs, social media and online content found in the Learning Center. A certified online moderator, Matt helped launch the VM Community Page and established it a successful support platform for the website’s network of users. Before joining VolunteerMatch, Matt worked as an online advertising consultant.

1. Design Your Community For
Maximum Engagement
Kim Celestre, Twitter: #SCRM
Senior Analyst
Forrester Research
Matt Wallace
Senior associate of Nonprofit Relations
VolunteerMatch

2. About Get Satisfaction
Get Satisfaction is the leading customer engagement
platform, designed to build authentic relationships
between customers and companies.
35 million 70,000
consumers/ Customer
month Communities
To ask questions, Connect with each other
share ideas and the companies they
and report problems care about
Twitter: #SCRM @Getsatisfaction 2

3. Drive Real Business Results
1,000 Product
Champions
per Month
athenahealth
Client feedback and
insight into R&D
1200 Product Ideas
from the Community
50% Decrease
in Support Costs
75% Reduction in
Support Tickets
9 Brand
Communities
Twitter: #SCRM @Getsatisfaction 3

4. Kim Celestre, Matt Wallace
Senior Analyst Senior associate of
Forrester Research Nonprofit Relations
VolunteerMatch

5. Design Your Community For
Maximum Engagement
Kim Celestre, Senior Analyst
Forrester Research

6. Today’s Agenda
It Takes A Village
Get Long Term Results
Create A Vibrant Member Network
Social Marketing Starts With
Community
© 2012 Forrester Research, Inc. Reproduction Prohibited 6

7. It Takes A Village
© 2012 Forrester Research, Inc. Reproduction Prohibited 7

8. You Already Have A Community
© 2012 Forrester Research, Inc. Reproduction Prohibited 8

9. But Sustaining Engagement Is Often
Easier Said Than Done
1. Lack of customer insight
2. Use of the wrong community
approach
3. Lack of alignment with customers’
evolving needs
4. The common perception: “Build it
and they will come.”
5. A failure to align internal resources
© 2012 Forrester Research, Inc. Reproduction Prohibited 9

10. Determine Your Customers’ Social
Profile
Source: September 18, 2012, “Exploring The Social Technographics Ladder: Creators” Forrester report
© 2012 Forrester Research, Inc. Reproduction Prohibited 10

11. Choose The Right Approach
Community Strategy Matrix
Source: August 6, 2012, “CLICK: A Design Framework For Online B2B Communities” Forrester report
© 2012 Forrester Research, Inc. Reproduction Prohibited 11

12. Understand Your Customer’s Evolving
Needs
Source: September 5, 2012, “2012 Social Technographics Of Your Community Prospects” Forrester report
© 2012 Forrester Research, Inc. Reproduction Prohibited 12

13. Never Assume That If You Build It, They
Will Come
© 2012 Forrester Research, Inc. Reproduction Prohibited 13

14. Align Your Internal Resources
Source: “Organizing For Community Success” Upcoming Forrester report
© 2012 Forrester Research, Inc. Reproduction Prohibited 14

15. Get Long Term Results
© 2012 Forrester Research, Inc. Reproduction Prohibited 15

16. Careful Planning Pays Off
Source: October 30, 2012, “The Essential Steps To Community Success” Forrester report
© 2012 Forrester Research, Inc. Reproduction Prohibited 16

17. The Right Approach Delivers Long Term
Results
Energized community members
Loyal customers
Reduced costs
More sales opportunities
© 2012 Forrester Research, Inc. Reproduction Prohibited 17

18. Energized community members
© 2012 Forrester Research, Inc. Reproduction Prohibited 18

19. Loyal customers
This active customer replied 830x
to other members‟ questions and
comments. She follows 35
community topics.
© 2012 Forrester Research, Inc. Reproduction Prohibited 19

20. Reduced costs
OMGPop reduced daily support
requests by 80% since they have
deployed a customer community
© 2012 Forrester Research, Inc. Reproduction Prohibited 20

21. More Sales Opportunities
Community Interactions
Social Intelligence
Source: December 9, 2011, “Automating Lead-To-Revenue Management” Forrester report
21

22. Create A Vibrant Customer Network
© 2012 Forrester Research, Inc. Reproduction Prohibited 22

23. Communities Impact Decisions
“Across each stage of the adoption process, which of the following sources of information
influences your decision-making?”
35%
30%
Blogs
25%
20%
Online
video
Professional social networking sites
15%
Support/discussion forums
10%
Virtual events/
Facebook trade shows
5%
0%
LinkedIn
Twitter
Awareness Scope Plan Select Implement Roll out
Base: 1,001 US and European business technology decision-makers at companies with 100 or more employees
Source: Q1 2011 US And European B2B Social Technographics® Online Survey For Business Technology Buyers
© 2012 Forrester Research, Inc. Reproduction Prohibited 23

24. Oh, The Places You Can Go!
A Well-Structured Community Influences The Entire Customer Journey
Source: June 29, 2012, “Power Your Brand Ecosystem With Social Media” Forrester report
© 2012 Forrester Research, Inc. Reproduction Prohibited 24

25. Social marketing starts with building an
active community
© 2012 Forrester Research, Inc. Reproduction Prohibited 25

26. Be A Community Hero
Create valuable interactions with your customers
 Remember, if you have customers, you have a community!
 Online support opens doors to influence other stages of the journey
 Provide knowledge assets that positively impact business outcomes
 Use a platform that facilitates interactions and incentives
© 2012 Forrester Research, Inc. Reproduction Prohibited 26

27. Thank you
Kim Celestre Engage beyond this event:
+1 650.581.3810 Community:
kcelestre@forrester.com http://forr.com/CommunityTM
Twitter: @KCelestre Blog:
http://forr.com/BlogTM

28. Matt Wallace
Senior associate
of Nonprofit Relations

29. Agenda
 VolunteerMatch background & business problem
 GetSatisfaction solution
 Question & Answer
Twitter: #SCRM @GetSatisfaction

30. VolunteerMatch
• The Web‟s largest volunteer network:
• More than 80,000 nonprofits
• 150 network partners
• 8 million visitors each year
• Founded in 1998
• Our mission: Strengthening
communities by making it easier for
good people and good causes to
connect
• Currently has 73,838 volunteer
opportunities
• Has generated 6,329,342 online
connections
• Estimated social value of
$630,404,485
Twitter: #SCRM @GetSatisfaction

31. Building a dynamic,
navigable FAQ
• 16 different products supported
• Need to provide thorough, personalized services and answers
• Relatively small staff (39 employees) supporting 8 million
visitors a year
• Limited formal channels for soliciting user ideas and feedback
• Wanted to leverage their huge network for:
• Feedback
• Product innovation
• Self-serve support
Twitter: #SCRM @GetSatisfaction

32. Wanted: An Online Solution
to Better Engage with Our Network
• Provide thorough, personalized
services to network of users
• Customers can give feedback
and share best practices
• Users use self service to find
their own answers instantly
• Get real-time feedback
from people using the service
• Identify new ideas and
let our customers rank them
Twitter: #SCRM @GetSatisfaction 32

33. Agenda
 VolunteerMatch background & business problem
 GetSatisfaction solution
 Question & Answer
Twitter: #SCRM @GetSatisfaction

34. Why Get Satisfaction
• Product tags to easily
quantify FAQ and
categorize new ideas
• Early, easy tracking of
possible bugs + data
collection for quick
issue resolution
• Connect organizations,
veteran volunteers, and
relative newbies to one
another
• Assist in the overall goal
of connecting great
people to great causes!
Twitter: #SCRM @GetSatisfaction

35. Adoption is increasing and we‟re
getting positive feedback from
members
• Over 1,900 topics
to-date
• More than 2,386
active users
• More efficient support
with the rapid adoption
of self-service
• Numerous product ideas
already implemented
Twitter: #SCRM @GetSatisfaction 35

36. Community for easy,
self-serve support!
• An overall decrease in all inbound email
inquiries
• Increased efficiency of support team due to
fewer support emails
• Less clutter in the FAQ section, as users are
finding answers on their own!
Twitter: #SCRM @GetSatisfaction 36

37. Community for product innovation, issue
analysis, & resolution!
• Generating tons of useful feedback and new product ideas
• Quantifiable analysis of „pain-points‟ in the UI
Twitter: #SCRM @GetSatisfaction

38. Agenda
 VolunteerMatch background & business problem
 GetSatisfaction solution
 Question & Answer
Twitter: #SCRM @GetSatisfaction

39. Questions?
Twitter: #SCRM @GetSatisfaction

40. Contact us!
Call (877) 339-3997
or visit us online
www.getsatisfaction.com/corp/solutions