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.

With all the buzz around Web 2.0 and online communities, how do you adopt – or better, transform - your customer reference program? Which tools will benefit your customers and add value to your program - Twitter, Facebook, Linkedin, Online communities, etc? Cynthia will show how the HP Software Group is addressing these issues, and developing a strategy for an integrated customer experience with the HP Software customer reference, customer loyalty and Awards of Excellence programs. As a first step, they formed an online reference community of strategic reference customers, starting with customer advisory board (CAB) members, then expanded it out to reference and Awards of Excellence customers. Cynthia will share insights on what worked, what didn’t, and lessons learned on issues such as what sort of customers you can expect to participate in such communities, how to engage them and provide value, what resources and participation you’ll need from your internal groups, and more.