Participants Talk About the Rich Content and Value the Summit Provides
Please click play on the video below to watch a series of video testimonials for Customer Reference Forum.
Infor's Abby Atkinson on the Value of the Summit on Customer Engagement
Abby shared the following with us after a recent Summit.
"There's nothing like getting together in person to network with peers, exchange ideas and build a rapport that will evolve into impromptu calls and emails—and continue the knowledge-sharing experience far beyond the Summit itself. Those personal relationships can be a great source of information and camaraderie throughout the year.
We also used the Summit as a rare opportunity for our reference team, which is virtual, to get together face–to–face. It gave us an opportunity to debrief after the Summit and immediately identify new concepts that could be applied to our reference program. We capitalized on the momentum and motivation from the Summit, and it was amazing how much we got done in a concentrated period of time.
Since then—with the travel restrictions—we've tried to achieve the same thing remotely by web conferencing, and it's just not the same. The energy isn't there. Dialogue isn't spontaneous with most of the team on mute. Someone's cell phone would die. The crick-in-the-neck syndrome would happen (from trying to balance the phone while taking notes). While there certainly was a level of productivity in the virtual meeting, the creative brainstorming and exchanging of ideas was not maximized.
Putting Ideas From the Summit Into Action
After attending a recent Summit, the reference managers at Infor came back invigorated and excited to incorporate into our program some of the concepts we learned at the conference. We were particularly interested in ideas that would help streamline processes and gain efficiencies for our team and our customers.
One idea that had the most impact was a 'one-to-many' forum which utilizes a single customer reference in a prescheduled call with multiple qualified prospects. We initially targeted areas where we had a high volume of requests in order to ease the burden and burnout rate of our customers. Since the program was launched, we have seen a 1:15 utilization rate with the customers involved in these events—a great way to minimize customer usage while still offering viable reference information to our prospects. A win-win for everyone!
The bottom line: Attending the Summit on Customer Engagement has been well worthwhile for the Infor Ambassador Reference Program team!"
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