Among the ideas on her post about making a business case for Twitter, Connie Bensen describes how she puts together positive tweeks about her company/product into a single URL of favorites that can be shared with prospects. Collecting a page of positive tweeks. Hmm… Interesting.
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Customer References, Program Tips | Tagged: Twitter | 
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Posted by Joshua Horwitz
Our friend Maeve Naughton posted recently about our conversation on transactional vs. relationship as it relates to customer satisfaction. It a super important topic for customer reference managers as there are real differences between happiness with the product and happiness with the relationship. If part of the job of the reference manager is to assess a customer’s appropriateness for a interaction with a prospect, then understanding the drivers behind their satisfaction and the gaps that may exist is a necessary step.
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Posted by Joshua Horwitz
The folks over at Customer Reference Forum have a webinar coming up that you might want to check out. It includes a presentation by Infor’s Abby Atkinson, a client of Boulder Logic. Abby has done a stellar job of proving the businesss justification for her program.
You can register here. ($79 Fee) Topics and panelists are as follows:
Protecting Your Program Budget
Abby Atkinson, Senior Director, Infor, will show how she protected her program budget from planned budget cuts, using important data on the high cost and lost revenue resulting from NOT having a properly managed and funded reference program. She’ll also preview her expanded presentation planned for the 2009 Customer Reference Forum.
Tips on Being Resourceful
Rhett Livengood, Director, Sales and Marketing, Intel, one of the most experienced and insightful reference professionals in our community, who’s been through downturns before, will provide tips on how to be resourceful with your time and budgets.
Protecting Your Job in a Downturn
Corrie Callenbach, Customer Reference Program Manager, Aspect Software, will show how he’s survived through layoffs and acquisitions. Key concept: it’s all about knowing which relationships to cultivate and how to nurture them.
Leave a Comment » | Customer References, Reactions | Tagged: Events | Permalink
Posted by Joshua Horwitz
I met with Rackspace Hosting the other day. They are a great company with a super reputation for fanatical customer service. They are also a Boulder Logic client and let me disclose upfront that our conversation was part of a customer reference interview for our company. If you can set that aside, I thought it might be valuable to share some excerpts that talk about the benefits achieved when getting a reference program more organized:
“Its single site for managing customer interaction preferences means that we all have the same information at our disposal.”
“One benefit of this is that we now set thresholds to ensure we don’t “overuse” certain customers. Additionally, we can track activities that have been completed, which means we can easily recognize customer contributions to our business and quantify the impact of the entire program.”
“In essence, our new Customer Reference program makes sure that we can effectively facilitate personal interaction between customers and prospects so they understand what makes the Rackspace support better than the rest.”
Some folks don’t know what to expect or why they should try to get organized. Or maybe his benefits are similar to goals you already have.
Leave a Comment » | Customer References | Tagged: benefits, customer reference management | Permalink
Posted by Joshua Horwitz
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