5. Our Conversation Today
Think beyond blog + wiki + forum
Need to find new ways to innovate
Tuesday, February 10, 2009
6. Our Conversation Today
Think beyond blog + wiki + forum
Need to find new ways to innovate
Promising wave 1: “design thinking”
Tuesday, February 10, 2009
7. Our Conversation Today
Think beyond blog + wiki + forum
Need to find new ways to innovate
Promising wave 1: “design thinking”
Promising wave 2: “community
thinking”
Tuesday, February 10, 2009
8. Our Conversation Today
Think beyond blog + wiki + forum
Need to find new ways to innovate
Promising wave 1: “design thinking”
Promising wave 2: “community
thinking”
Applied: design thinking + community
thinking
Tuesday, February 10, 2009
20. QUALITY
CONVERSATIONS
Tuesday, February 10, 2009
21. QUALITY
CONVERSATIONS
DRIVE YOUR BUSINESS
Tuesday, February 10, 2009
22. QUALITY
CONVERSATIONS
Tuesday, February 10, 2009
23. CUSTOME
R PEER-TO-
CARE PEER
CROWD SUPPORT
SOURCING
QUALITY
CONVERSATIONS
CO-
RELEVANT + RICH
ORGANIC + ADAPTABLE
WORD OF
DESIGN
MOUTH
Tuesday, February 10, 2009
24. CUSTOME
R PEER-TO-
CARE PEER
CROWD SUPPORT
SOURCING
QUALITY
CONVERSATIONS
CO-
RELEVANT + RICH
ORGANIC + ADAPTABLE
WORD OF
DESIGN
MOUTH
Tuesday, February 10, 2009
25. CUSTOME
R PEER-TO-
CARE PEER
CROWD SUPPORT
SOURCING
QUALITY
CONVERSATIONS
CO-
RELEVANT + RICH
ORGANIC + ADAPTABLE
WORD OF
DESIGN
MOUTH
INNOVATION
Tuesday, February 10, 2009
27. BUSINESS
INNOVATION
Tuesday, February 10, 2009
28. BUSINESS
INNOVATION
DESIGN COMMUNITY
THINKING THINKING
-COMMUNITY
D. PROCESS
- UNDERSTAND & OBSERVE
- GENERATE & PROTOTYPE
- TEST & ITERATE PEOPLE
COMMON
GROUND
Tuesday, February 10, 2009
29. We Need New Ways to Innovate
Tuesday, February 10, 2009
30. Innovation is Important
“Innovation is now recognized
as the single most important
ingredient in any modern economy”
Tuesday, February 10, 2009
31. Business Execs Agree
23%!
Top priority!
43%!
Top-three priority!
Top-10 priority! 27%!
Not a priority! 7%!
“Where does innovation rank among your company’s strategic priorities?”!
Base: 2,468 senior executives at the 1,500 largest global corporations (by market capitalization)!
Source: Boston Consulting Group, “Innovation 2007: A BCG Senior Management Study,” October 2007quot;
Tuesday, February 10, 2009
32. Business Execs Agree
23%!
Top priority!
TOP 3 PRIORITY
66%
43%!
Top-three priority!
Top-10 priority! 27%!
Not a priority! 7%!
“Where does innovation rank among your company’s strategic priorities?”!
Base: 2,468 senior executives at the 1,500 largest global corporations (by market capitalization)!
Source: Boston Consulting Group, “Innovation 2007: A BCG Senior Management Study,” October 2007quot;
Tuesday, February 10, 2009
33. Companies are Investing in Innovation
$447 Billionquot;
Spending billions on !
new product development!
2006quot;
Source: Top 1,000 R&D spenders, Booz Allen Hamilton Global Innovation 1000!
Tuesday, February 10, 2009
34. Innovation Pays Off
Innovative products capture market share
Products Launched! Average Share!
Breakthroughquot;
2%! 26%!
innovation!
Incremental quot;
32%! 4%!
innovationquot;
Line extension!
66%! 1%!
Source:The McKinsey Quarterly: For 261 new products, across 18 high-growth categories, launched 2000-04!
Tuesday, February 10, 2009
35. Paradigm Shift in Innovation
“This is really the biggest paradigm shift in innovation
since the Industrial Revolution. For a couple hundred years or so,
manufacturers have been really imperfect at understanding people’s
needs. Now people get to decide what they want for themselves.”
Eric von Hippel!
MIT Professor of Innovation & Entrepreneurshipquot;
Tuesday, February 10, 2009
36. Companies Discovering New Ways to Innovate
Engage customers online in dynamic, disruptive, cutting edge models
Companies are involving customers !
online to … quot;
-! co-design new productsquot;
-! crowdsource product ideas !
and prioritiesquot;
-! test products and gather rapid !
feedback cycles.quot;
-! accelerate time-to-market!
CUSTOMER-POWERED
INNOVATION
Tuesday, February 10, 2009
37. Companies Discovering New Ways to Innovate
Engage customers online in dynamic, disruptive, cutting edge models
Companies are involving customers !
online to … quot;
-! co-design new productsquot;
-! crowdsource product ideas !
and prioritiesquot;
-! test products and gather rapid !
feedback cycles.quot;
-! accelerate time-to-market!
CUSTOMER-POWERED
INNOVATION
Tuesday, February 10, 2009
39. Design Thinking
Design Thinking is an approach that uses the designer’s
sensibility
and methods for problem solving to meet people’s
needs in a technologically feasible and commercially
viable way. In other
Tim Brown
words, design thinking is human-centered innovation.”
IDEO
http://ideo.com/thinking/approach/
Tuesday, February 10, 2009
40. P&G Changes Its Game
How Procter & Gamble is using design thinking to crack dificult
business problems
…from new product initiatives to other types of
pressing business issues such as strategy, retail
relationship building, and matters of operational
excellence…
…visualization, prototyping, and iteration are
facilitating communication internally and with
customers like never before.”
July 28, 2008 . http//snurl.com/5bsdt
Tuesday, February 10, 2009
41. Recipe for Routine Innovation
Generate
Prototype
Understand
Observe
Test
Iterate
“We engage end users throughout the design process.”
Tim Brown
IDEO
Tuesday, February 10, 2009
42. 1. Understand Observe
EMPATHY
Tuesday, February 10, 2009
43. 1. Understand Observe
EMPATHY
We want people to use these techniques daily in
their work—using broad insights; learning
faster; failing faster. Design thinking can be
applied everywhere, every day.”
Tuesday, February 10, 2009
44. 2. Generate Prototype
OPTIONS
We want people to use these techniques daily in
their work—using broad insights; learning
faster; failing faster. Design thinking can be
applied everywhere, every day.”
Tuesday, February 10, 2009
45. 3. Test Iterate
ITERATION
We want people to use these techniques daily in
their work—using broad insights; learning
faster; failing faster. Design thinking can be
applied everywhere, every day.”
Tuesday, February 10, 2009
46. Design Thinking
Recipe for routine innovation
Generate
Prototype
Understand
Observe
Test
Iterate
Tuesday, February 10, 2009
47. Design Thinking
Recipe for routine innovation
Generate
Prototype
Understand
Observe
Test
Iterate
1. Diversity of perspectives
2. Customer-centered
3. Empathy + options +
iteration
Tuesday, February 10, 2009
55. People + Activities Drive the Business
Business-purposed communities
Think beyond blog + wiki + forum:
… UGC ethnographies, idea generation, crowdsourcing priorities, co-design, concept-testing …
Tuesday, February 10, 2009
56. People + Activities Drive the Business
Business-purposed communities
A company asset
A place to customers to connect and
share
A WOM lead-generation engine
A way to foster loyalty and
participation
A powerful insights tool for PMs
A place to get answers and support
Think beyond blog + wiki + forum:
… UGC ethnographies, idea generation, crowdsourcing priorities, co-design, concept-testing …
Tuesday, February 10, 2009
57. Business Benefits of Customer Communities
Communities deliver benefits across all dimensions of marketing and CRM
Existing Approaches Existing Approaches
Search (SEO) Loyalty programs
Online ads (PPC) E-mail marketing
New media campaigns
Cu Community Approaches
Lo st
ad tion
Community Approaches
Authenticity and trust
y
ra
om y
Ge Le
Word-of-mouth Membership and
alt
ne
er
Invitations participation
Viral content
Community Approaches
Community Approaches
Cu p
Ideastorms co-design
P2P customer care
om
ar t
st
ke
ar
Su
Crowdsourcing and voting
Community help
ch
po er M se
rt Concept testing
and support
Re
Existing Approaches
Existing Approaches
Third-party research
Call centers
Focus groups
Online support
Online surveys
Virtual agents
Tuesday, February 10, 2009
59. Customer Centeredness Drives Innovation
Customers participate in the innovation process
Tuesday, February 10, 2009
60. Customer Centeredness Across Entire Cycle
Involve customers as part of your team
Generate
Prototypequot;
Understand !
Observequot;
Test !
Learnquot;
Innovation Process!
Hasso Platner Institute of Design at Stanford (the “d.school”) | IDEO!
Tuesday, February 10, 2009
61. Customer Centeredness Across Entire Cycle
Involve customers as part of your team
Generate
Prototypequot;
Understand !
DEEPEN Observequot;
EMPATHY
Test !
Learnquot;
Innovation Process!
Hasso Platner Institute of Design at Stanford (the “d.school”) | IDEO!
Tuesday, February 10, 2009
62. Customer Centeredness Across Entire Cycle
Involve customers as part of your team
INCREASE
OPTIONS
Generate
Prototypequot;
Understand !
DEEPEN Observequot;
EMPATHY
Test !
Learnquot;
Innovation Process!
Hasso Platner Institute of Design at Stanford (the “d.school”) | IDEO!
Tuesday, February 10, 2009
63. Customer Centeredness Across Entire Cycle
Involve customers as part of your team
INCREASE
OPTIONS
Generate
Prototypequot;
Understand !
DEEPEN Observequot;
EMPATHY
Test !
Learnquot;
SUCCEED
SOONER
Innovation Process!
Hasso Platner Institute of Design at Stanford (the “d.school”) | IDEO!
Tuesday, February 10, 2009
64. The Innovation Challenge
Involving customers throughout the entire process is impractical for most companies
Generate
Generate
Customer Centeredness is:!
Prototype!
Prototypequot;
$! Expensive!
Understand quot;
Observe!
Understand !
Observequot;
Time Intensive!
Test !
Test quot;
Learnquot;
Learn!
Tuesday, February 10, 2009
65. The Innovation Challenge
Involving customers throughout the entire process is impractical for most companies
Generate
Generate
Customer Centeredness is:!
Prototype!
Prototypequot;
$! Expensive!
Understand quot;
Observe!
Understand !
Observequot;
Time Intensive!
Test !
Test quot;
Learnquot;
Learn!
Tuesday, February 10, 2009
66. Communities Involve Customers Full Cycle
UNDERSTAND
OBSERVE
GENERATE
PROTOTYPE
TEST
LEARN
Tuesday, February 10, 2009
67. Customer Communities Facilitate Discovery
UNDERSTAND
DISCOVERY!
OBSERVE
GENERATE
PROTOTYPE
TEST
LEARN
Tuesday, February 10, 2009
68. On-Demand Discovery Understanding
DIRECT
TRANSPARENT UNDERSTAND OBSERVE!
DISCOVERY!
PEER-TO-
PEER
Deep understanding!
Authentic!
New insights!
CONVERSATIONAL
Tuesday, February 10, 2009
69. Customer Communities Fuel Collaboration
UNDERSTAND
OBSERVE
GENERATE
COLLABORATION!
PROTOTYPE
TEST
LEARN
Tuesday, February 10, 2009
70. On-Demand Customer Powered Ideas
RICH CONTENT GENERATE PROTOTYPE!
SELF
COLLABORATION!
ORGANIZING
Rich expression of ideas!
Diversity of viewpoints!
Stronger concepts!
DIVERSE
MEMBERSHIP
Tuesday, February 10, 2009
71. Customer Communities Drive Iteration
UNDERSTAND
OBSERVE
GENERATE
PROTOTYPE
TEST ITERATION!
LEARN
Tuesday, February 10, 2009
78. FINALIST
SUPPORT
agilecommons.org
CASE STUDY
Tuesday, February 10, 2009
79. CUSTOMERS
ENGINEERS PRODUCT
MANAGERS
agilecommons.org
CASE STUDY
Tuesday, February 10, 2009
80. FEEDBACK
CONCEPTS
CUSTOMERS
ENGINEERS PRODUCT
MANAGERS
agilecommons.org
CASE STUDY
Tuesday, February 10, 2009
81. FEEDBACK
CONCEPTS
CUSTOMERS
ENGINEERS PRODUCT
MANAGERS
agilecommons.org
ROADMAP
CASE STUDY
Tuesday, February 10, 2009
82. FEEDBACK
CONCEPTS
CUSTOMERS
ENGINEERS PRODUCT
MANAGERS
agilecommons.org
ROADMAP
DEVELOPMEN
T
CASE STUDY
Tuesday, February 10, 2009
83. FEEDBACK
CONCEPTS
RELEASE
CUSTOMERS
ENGINEERS PRODUCT
MANAGERS
agilecommons.org
ROADMAP
DEVELOPMEN
T
CASE STUDY
Tuesday, February 10, 2009
84. CONCEPT
RELEASE
CUSTOMERS
ENGINEERS PRODUCT
MANAGERS
agilecommons.org
ROADMAP
DEVELOPMEN
T
CASE STUDY
Tuesday, February 10, 2009
85. CONCEPT
Business Agility
RELEASE
Routine Innovation
CUSTOMERS
Quality Conversations
ENGINEERS PRODUCT
MANAGERS
agilecommons.org
ROADMAP
DEVELOPMEN
T
CASE STUDY
Tuesday, February 10, 2009
90. EXCHANGE
CRM ANALYTICS
community.serena.com
CASE STUDY
Tuesday, February 10, 2009
91. PARTNER
EXCHANGE
CRM ANALYTICS
community.serena.com
FREE
TOOL
COMPOSER
CASE STUDY
Tuesday, February 10, 2009
92. PARTNER STOREFRONT
EXCHANGE
CRM ANALYTICS
community.serena.com
FREE
TOOL
COMPOSER
CASE STUDY
Tuesday, February 10, 2009
93. $
CUSTOMER
PARTNER STOREFRONT
EXCHANGE
CRM ANALYTICS
community.serena.com
FREE
TOOL
COMPOSER
CASE STUDY
Tuesday, February 10, 2009
94. $
CUSTOMER
PARTNER STOREFRONT
EXCHANGE
CRM ANALYTICS
community.serena.com
FREE
TOOL
VIRAL
DISTRIBUTION
COMPOSER
CASE STUDY
Tuesday, February 10, 2009
95. $
CUSTOMER
PARTNER STOREFRONT
EXCHANGE
CRM ANALYTICS
community.serena.com
FREE
TOOL
VIRAL
DISTRIBUTION
COMPOSER
CASE STUDY
Tuesday, February 10, 2009
96. $
CUSTOMER
PARTNER
STOREFRONT
EXCHANGE
CRM ANALYTICS
community.serena.com
FREE
TOOL
VIRAL
DISTRIBUTION
COMPOSER
CASE STUDY
Tuesday, February 10, 2009
97. $
CUSTOMER
Innovation
PARTNER
Customer-powered
STOREFRONT
Marketing
EXCHANGE
Quality Conversations
CRM ANALYTICS
community.serena.com
FREE
TOOL
VIRAL
DISTRIBUTION
COMPOSER
CASE STUDY
Tuesday, February 10, 2009
99. Customer Communities Work in Most Industries
Innovation is not just for software
ELECTRONICS
B2B INDUSTRIAL
GOODS
E-COMMERCE
FINANCIAL
AUTOMOTIVE
SERVICES
CONSUMER
MEDIA
GOODS
ENTERTAINMENT
Tuesday, February 10, 2009
100. Customer Communities Work in Most Industries
Innovation is not just for software
ELECTRONICS
ELECTRONICS
ELECTRONICS
ELECTRONICS
B2B INDUSTRIAL
B2B INDUSTRIAL
B2B INDUSTRIAL
B2B INDUSTRIAL
GOODS
GOODS
GOODS
GOODS E-COMMERCE
E-COMMERCE
E-COMMERCE
E-COMMERCE
FINANCIAL
AUTOMOTIVE FINANCIAL
AUTOMOTIVE FINANCIAL
AUTOMOTIVE FINANCIAL
AUTOMOTIVE
SERVICES
SERVICES
SERVICES
SERVICES
CONSUMER
CONSUMER
CONSUMER
CONSUMER MEDIA
MEDIA
MEDIA
MEDIA
GOODS
GOODS
GOODS
GOODS ENTERTAINMENT
ENTERTAINMENT
ENTERTAINMENT
ENTERTAINMENT
Tuesday, February 10, 2009
101. Customer Communities Work Across Marketing
Innovation is not just for product development
LEAD
GENERATION
CUSTOMER
LOYALTY
PEER-TO-PEER
LOYALTY
CUSTOMER
INSIGHT
Tuesday, February 10, 2009
102. Customer Communities Work Across Marketing
Innovation is not just for product development
LEAD
LEAD
GENERATION
GENERATION
CUSTOMER
CUSTOMER
LOYALTY
LOYALTY
PEER-TO-PEER
PEER-TO-PEER
PEER-TO-PEER
SUPPORT
LOYALTY
LOYALTY
CUSTOMER
CUSTOMER
INSIGHT
INSIGHT
Tuesday, February 10, 2009
103. Customer Communities Work Across Business
CUSTOMER!
LEAD! CUSTOMER!
CUSTOMER!
LOYALTYquot;
GENERATIONquot; SUPPORTquot;
INSIGHTSquot;
Tuesday, February 10, 2009
104. Customer Communities Work Across Business
INSIGHTS
INNOVATION
CUSTOMER!
LEAD! CUSTOMER!
CUSTOMER!
LOYALTYquot;
GENERATIONquot; SUPPORTquot;
INSIGHTSquot;
Tuesday, February 10, 2009
105. Customer Communities Work Across Business
INSIGHTS
INNOVATION
CUSTOMER!
LEAD! CUSTOMER!
CUSTOMER!
LOYALTYquot;
GENERATIONquot; SUPPORTquot;
INSIGHTSquot;
PLATFORM!
FLEXIBLE ADAPTABLE!
CUSTOM FIT
PARTICIPATION
BUSINESS AGILITY
Tuesday, February 10, 2009
106. Customer Communities Work Across Business
INSIGHTS
INNOVATION
CUSTOMER!
LEAD! CUSTOMER!
CUSTOMER!
LOYALTYquot;
GENERATIONquot; SUPPORTquot;
INSIGHTSquot;
PLATFORM!
FLEXIBLE ADAPTABLE!
CUSTOM FIT
CUSTOM FIT
PARTICIPATION
PARTICIPATION
BUSINESS AGILITY
BUSINESS AGILITY
Tuesday, February 10, 2009
107. Online Communities Are a Game Changer
“. . .online communities will shock the qualitative market
research world. They provide cheaper, faster, and newer
types of insights than today’s traditional qualitative research modes,
such as focus groups . . .”
Brad Bortner
Forrester
Tuesday, February 10, 2009
108. The Takeaways
A quick review of the main points we’ve covered so far
To fuel quality conversations, you have to think beyond blogs, wikis,
and forums.
Companies must innovate to survive.
Design thinking and customer communities are the new ways to
drive innovation.
Tuesday, February 10, 2009
110. Make Customers the Center of Your Enterprise
John Kembel CEO, HiveLive, Inc. john@hivelive.com
Tuesday, February 10, 2009
Hinweis der Redaktion
Markets are conversations.
Today, these conversations are happening in a whole host of technologies.
And, these are catalyzing a great shift in business.
But we’ve been treating these technologies as new channels for the same old marketing strategy, and I think we’ve been missing the point.
Forward-thinking companies are quickly learning that there’s more to it than these technologies... more than simply having conversations.
It’s the quality of the dialogue that counts. In fact, I’ll go so far as to say: The future of your business is tied to your ability to foster quality conversations with your customers.
Quality conversations drive your business, by bringing your customers into the center of your enterprise.
These are types of interactions we all want with our customers:
Co-designing products
crowdsourcing insights
peer-to-peer care
word of mouth marketing
Conversations that directly drive business innovation.
And that’s what I’d like to talk about today: innovation, and how two new approaches are changing the way we do it.
Innovation is top of mind for a lot of people.
Companies see innovation as one of the next significant differentiators to provide competitive advantage.
Today's business leaders agree.
The Boston Consulting Group surveyed over 2000 senior execs from top global corporations. Over 65% of these executives said that innovation was a top-three strategic priority.
Innovation represents a practical and important concern for business leaders.
Companies are investing heavily in innovation. It’s not just something that they say is important. They are spending billions and billions of dollars on new product development.
A Booze, Allen, & Hamilton study found that in 2006 companies spent nearly half a trillion dollars developing new products.
Successful Innovation produces amazing results.
According to a 4 year McKinsey Study, breakthrough products on average captured a 26% market share.
However, the study also shows that only a small percentage of product launches achieved this type of success.
So on one hand . . . true innovation can deliver a substantial payoff. On the other hand . . . innovation is not easy. And . . . repeatable, routineinnovation is even harder.
Paradigm shift: people get to decide what they want for themselves.
Innovation may be hard, but there’s hope. Many companies have discovered
new, disruptive ways to innovate.
[
Establish credibility and set context with quote from Tim Brown of IDEO]
•
Design thinking is human-centered innovation
P&G is:
Changing the corporate culture
Using design thinking to crack difficult business problems
More than 40 design thinking workshops have been held in P&G business units across the globe during the past year
Design thinking is being used by cross-functional teams to drive new product initiatives strategy, retail relationship building, and operational excellence
When you look at business-purposed communities and consider people first (rather than technologies), you immediately see a richness and complexity.
E.g., customers, employees, partners, prospective customers, prospective partners, alumni, industry experts, design and strategy firms…
A community has to be meaningful and valuable to all constituents to thrive.
You have to engage each audience differently, consider their unique perspectives and needs… and then figure out how to connect that to your business
… forget this, mistreat the community, and it’ll make you cry…
The analogy: they’re all unique, living, organic, you seed + weed + feed them, you grow and nurture them…
The art and challenge is to design a community that 1) respects the richness of your audience and uniqueness of brand, but also that 2) is connected to business goals and drives your business forward.
Need a vocabulary substantially different that blog + wiki + forum… need to think of activities that connect and that drive innovation…
The overlap between design thinking and community is actually quite wonderful.
Both are human-centered, insights-driven, and are fueled by flexible and iterative ways of working
. Together, they can change the way customers innovate – by turning the focus to customers.
Community requires getting out of your comfort zone.
Customer-centeredness is more than just observing and studying your customers (the petri dish approach to insights & innovation)... it's more than conducting a survey or running a focus group.
It's about INVITING (allowing, empowering) them to PARTICIPATE in and CONTRIBUTE to the innovation process.
This is subtle, but it's important... customers move from being subjects to participants, to collaborators.
For customers to be truly involved and participating in the innovation process, they need to act as a part of your team... contributing and collaborating THROUGHOUT the entire innovation cycle.
Remember the three-phase design thinking process I talked about a few minutes ago?
When you bring that process into a community, you can put customers at the center of your enterprise
.
That's the paradigm shift, that's the big opportunity:
continuous customer involvement... customers at the center of your process, helping drive innovation at every step of the way.
Without an online customer community, involving customers throughout the entire process would be impractical.
Through traditional means (such as surveys and focus groups), involving customers in the entire process is time intensive, costly, and challenging to coordinate.
With a community, you can make it easier and less expensive, and you can let customers choose their own levels of participation.
Customer centeredness requires an ongoing posture of discovery and willingness to see customers from a fresh perspective every time.
Customer communities enable you to discover WHAT your customers are thinking, but also WHY. 
They enable back and forth conversations that are direct and transparent.
They enable dynamic and rich peer-to-peer conversations,.that allow your customer to connect, share, and learn from one another.
Not only do you learn directly from your customers, but also from their interactions with one another.
Customer centered companies regard their customers as partners in product design. 
Customer communities are great for collaboration for numerous reasons:
They support many forms of ideation and expression.
They also support rich and diverse membership models.
You can tap into a network effect of collaboration by setting up your community so that customers to collaborate directly with one another -- building on and improving their own ideas
Customer centered-companies rely on numerous rapid iteration cycles to get it right.
They engage and trust their customers to test and validate their design directions as well as to assess when their products are ready for market.
Failing early and often is the best way to succeed sooner. 
Customer communities dramatically lower the barriers to iteration – both in cost and in time.
I’d like to share two stories of companies doing these things and more... using customer communities.
Rally Software is using community to collaborate with its customers and drive product design.
Agile Commons
Groundswell award finalist
The largest online community dedicated to advancing Agile software development practices.
Customers provide feedback on Rally's roadmaps and generate new concepts for products and features. Other members build on ideas and crowdsource priorities through voting.
Rally product managers pull ideas from the community into their lifecycle management system. They weave customer-created concepts directly into their real-time roadmap.
Rally engineers more efficiently develop the right features, already vetted by customers.
Customers can track the features they care about, and are notified when they are released. Full cycle.
Other activities:
- members spin up on agile by educating and supporting one another
- they share integration examples, and best practices
- the community even attracts new members (and Rally new customers) by invitation and by Word-Of-Mouth
business agility.
routine innovation.
conversations that matter.
Second example:
Serena, a global software company, is reinventing their business, also with the help of their customers and partners.
They are using community to bring an entirely new product line to market.
Serena recently launched a new product, called Mashup Composer, for creating business mashups.
They created an online community to serve as a marketplace for partners to exchange and sell mashups created with this new tool.
Partners can get the new Composer tool for free
In the community, [CLICK] they set up StoreFronts (or MicroExchanges) to market and sell their mashups. They can add forums, videos, FAQs and ratings/reviews support and highlight the best.
Customers can then easily [CLICK] find and buy mashups for their businesses. [CLICK] They can even get the composer tool themselves to modify those they like & create new ones.
Serena has also taken the next step and integrated the community with their [CLICK] CRM and Lead Analytics systems. If a customer visits a MicroExchange, watches a video, or gets a demo, they’re identified as a promising lead and the partner is notified to follow up.
Notice this is a new business model for partners and a new distribution model for Serena's products. Together, they are creating an entirely new market.
innovation.
customer-powered marketing.
conversations that matter.
Design thinking and community thinking can power innovation for almost any type of company.
The innovation process and the principles of design can be applied to many aspects of marketing...
Customer communities can be woven into and across your businesses in a number of different ways... really, at all points of customer-engagement and connection.
These are all things you are doing today but with a community you can do these in a customer powered way.
Key learning from working with cutting edge companies – choose a flexible platform.
Choose a platform that enables you to match and accommodate the unique needs of your community. With a flexible platform you can support organic growth and will be able to adapt to the evolving needs of your community.
With a flexible platform you do more than just a blog, wiki, or forum. You can support the specific activities that are unique and specific to your brand, to your community... activities that drive participation and engagement, and also that move your business forward.
Forrester Research, one of the leading analysts in this space, characterizes the potential of online communities as disruptive... as game changing... here's what they say:
“. . .online communities will shock the qualitative market research world. They provide cheaper, faster, and newer types of insights than today’s traditional qualitative research modes, such as focus groups . . .” - Forrester, April 2008