Resources for Customer Reference Professionals

Customer Reference Forum® is a community of customer reference professionals and customer reference managers from many of the leading corporations in the world.

Taking its customer reference program global meant a lot more for Lexmark International, Inc. than just adopting the existing program elsewhere. With tightened budgets and resources, how has this output technology leader set priorities to make every reference (and every dollar) count?
Jeanne will discuss how a very small team of motivated professionals has:

• Gained executive sponsorship at the highest levels within Lexmark
• Prioritized key and global accounts and convinced those salespeople to embrace the reference program
• Customized a program that is culturally relevant around the world
• Standardized content and processes across regions
• Deployed an online reference management system to 1,000 users (and trained them)
• Decided what not to do amidst resource and budget limitations
• Begun putting a monthly and quarterly measurement process in place, including connecting the dots between the reference program and revenue contribution
  

With a strong foundation now in place, the Lexmark team is focused on gaining momentum and public referenceability among its most significant brand name and global customers to increase Lexmark’s worldwide credibility in the enterprise output marketplace against fierce competition from Hewlett-Packard, Xerox and others. This breakout session will chronicle how one team has taken its program global, set priorities for maximum impact and will also highlight the many lessons learned along the way.