This launch will again address all users, focusing on synergies between casual users and SMEs
Profile completeness: to allow productive conversations, users need to be familiar with each other. Most users now value their first name, last name, Job Title. We want to go one step further and focus on other fields that help individuals to best connect: Biography and URL (btw, don't forget to check privacy on all your profile attributes: usually most of them public, except email that you keep for yourself)
Bio: great way to introduce you to the others, in an informal manner. In this free text, you can share fun facts, or anything you want (like your Skype ID)
URL: what about making it easy for others to find you on Linkedin or to go on your Blog? By using the URL field, you'll make it 1-click away for users to engage more with you
Rewarding Users who engage: Browse BMC Communities (see Overview), interact on posts from others, follow communities and groups, flag answers you receive as Correct or Helpful, etc. By engaging more, you'll provide more value to others in the community, and you'll be rewarded for this
SMEs take two: we'll reward SMEs in a couple of new ways:
First, we'll reward users who play ball and flag good answers they receive as Correct or Helpful. This quick action, a simple "online thank you", is actually key to curate good answers. And it gives fully deserved points to SMEs, closing the loop.
Then, we'll thank SMEs directly for actions they make everyday to help a healthy community, like re-routing posts on the right community: by moving discussions posted on wrong communities, they help the right eye-balls to see the posts, and these discussion get a far better response rate (and more chances to get helpful/correct answers, closing the loop with SMEs)
When we launched in October, usage of the platform was bigger than expected. It's sure a good problem to have, but it created issues, with points of many users to skyrocket at the beginning. Things have slowed down since (thanks to quick actions helped by Chetan Mahendru) and are now stabilized. But points need to be revisited to be fair with all community members.
What will happen: all the points that users received because "a discussions they created was viewed" will disappear from the system.
Thanks to this update, we'll have a healthier baseline for the points, with SMEs going at the top of community leaderboards.
And the Future?
With this launch, we'll be done with the foundations of the behaviors we want to reward, platform-wide.
In the future, we'll use these capabilities for specific programs that teams within the ecosystem are launching, verticalized for their business needs.
BMC Remedyforce is a cloud-based IT Service Management solution. The application, built on the Salesforce.com platform, is helping IT organizations modernize their approach to IT service management with the mobile, social and collaborative technologies that today’s modern businesses expect. Building, marketing, and selling Remedyforce while the application is at work in customer environments has turned the entire Remedyforce team into a living example of a modern, social, collaborative team.
Learn how the Remedyforce team has made social collaboration part of their workday. Then, put on your social media hat and give it a try.
85% of the Remedyforce Team Uses Social Media to connect with co-workers and peers. *2013 Remedyforce Team Social Media Usage Survey.
How To: The Social Media Tools.
The Remedyforce team leverages social platforms including, LinkedIn, Facebook, the BMC Product User Community, Twitter, and Chatter to stay connected internally as well as with Remedyforce customers and prospects. Each platform opens internal and external communication channels, which increases knowledge sharing and improves customer communication. An issue might come up on Twitter, the team discusses the solution on Chatter, then follows up with the customer. This communication process maximizes team engagement and results in happier, more engaged customers.
97% of the Remedyforce team says social media is Important to their ability to do their job. That includes Marketing, Product, Customer Service, IT, and more.
Remedyforce Online User Community:The team has made the Remedyforce user community an online customer destination. Customers use the forum to ask questions, and provide feedback. The Remedyforce team members use it as place to learn about customer needs. Users stay engaged with new content and discussions – in FY14 engagement spiked as 31 new posts drove nearly 1500 views per posts. The team’s work has taken it from a Top 13 BMC User Community to Top 7. Now, the goal is to be in the Top 4.
Remedyforce Chatter Group: Chatter is a social collaboration tool that drives internal information sharing. The general Remedyforce Chatter Group posts 50 discussions a month about everything from industry information to IT functionality to customer support. Each Remedyforce Chatter group post averages about three comments, which means the Remedyforce team is crowdsourcing answers to their questions from all parts of the BMC organization and engaging in broad, solution-focused conversations that get results.
Remedyforce LinkedIn Group: With more than 850 members the Remedyforce LinkedIn group keeps users informed on updates, training opportunities, best practices, comments and questions, and more. The group, started by European partner Infravision, demonstrates how partners are learning from Remedyforce to successfully implement social collaboration technologies. Engagement and usage has gotten so strong that seven subgroups have emerged, which lets users interact more granularly in their geographic regions.
Remedyforce Twitter: Twitter, the 140-character revolution. In FY14 the Remedyforce team made Twitter a focus because it’s a direct line to customers, prospects, and industry influencers. The feed has grown by 260 followers, expanding the reach of the Remedyforce message with more than 450 Twitter mentions, nearly 400 retweets, and more than 1000 clicks on shared content.
Helping a Customer: Team members monitor for product mentions, then discuss internally before responding. When possible, the team drives users to more Remedyforce programs – like the online user community.
Extending Engagement: After the Remedyforce team addressed the product question the user was directed to the online user community, turning a one-off interaction into an ongoing engagement opportunity. Bonus: They sent a direct message (“DM”) with their contact information for offline support.
Social Media + You: You Can Do It.
Remedyforce Global VP of Sales, Carrie-Ann Mosley offers some tips on social media success:
Be consistent and targeted with your touchpoints. You can’t do a bunch of Tweets and LinkedIn posts at one time then nothing for a week. You need a predictable frequency for the best results.
Add value with the information you are giving. It can’t always be self-promotion. Your content has to be informative so the customer can apply it to their business. It also positions you, your product, and BMC as a resource.
Invest in tools to help you manage social media because the only way to stay on top of the content flow is with a console. For Twitter, Hootsuite offers an amazing dashboard that helps monitor interactions, conversations, and schedules Tweets so you’re keeping consistent.
At its core social media is about thought leadership, offering users a way to connect with influencers in a particular field or industry. Social media allows you to not only learn from experts, but also position both you and your company as an industry resource to media, analysts, prospects, existing customers, and more.
Learn how to increase your visibility through social media with Cloud and DevOps Senior Director of Marketing David Roberts. For real time examples follow him on Twitter, @sandhillstrat.
Social media is a great place to find and build relationships with potential customers, as most customers seek out as much information as possible before making a purchase. When I am in the customer role I want to hear from the segment’s thought leaders on tips like, the best vendors, the best deals, how to get the most out of the service or product, etc. With social media you can easily find and aggregate that information, making it a powerful tool for marketing and sales professionals.
Pain / Need:
When I follow someone I’m saying I want to know what he or she knows so I can get better, more effective, more efficient, etc. I’m looking for solutions to my challenges.
Personally, I use my social presence to my burnish my credentials and position myself as a resource to people who are interested in marketing, technology and BMC technologies. Everyone can do this with their respective professions, their knowledge about their industry, and their company.
Given my marketing role lead time isn’t the same as someone in sales. In my position social media has really opened the door on softer lead times in areas like media and analysts outreach. We no longer have to worry about inundating this audience with pitches as social media makes it possible to stay in front of them regularly, and more informally. Include media and analysts in your social circles. They are always looking for fresh insight and information. A social media presence reinforces you as an industry resource. Just be care of what you say and consider the ramifications of your posts.
Social Tool Mainly Used:
Social media tools allow me to get involved in conversations about the industry and BMC. I blog and distribute content via Twitter, LinkedIn, and Google+, but I keep Facebook personal.
Twitter lets me lightly call attention to topics. I use Buffer and Hootsuite to schedule Tweets in advance. I find Buffer works best for simple, quick output.
Feedly acts as my RSS Reader – it became my replacement when Goolge Reader went away. Feedly integrates well with Buffer. In the morning I quickly get through the news of the day, then easily inject things into Twitter.
I use Google+ tactically. Ultimately, it’s a really powerful platform, but a bit complicated, which I think has stunted growth. I think it’s a better platform than either Twitter of Facebook because it was developed last; I see it evolving into something bigger. It just doesn’t have the critical mass yet. I use it similarly to how I use Linkedin with content distribution. I generally don’t do a lot of discussions, commenting, or +1ing (the G+ version of retweeting). I pop in, do a post, and pop out.
Social media channels help me distribute information and establish credibility, which shows that not only Dave Roberts, but also BMC by reference, is a company worth doing business with because we understand the marketplace and our customers.
We plug our BMC content as well as content from other industry professionals or companies. It’s important to communicate our message, but we also want to incorporate other views by validating, refuting, or addressing other points on industry issues. Addressing issues and using other content as examples also boosts our credibility.
Are you “sold” on using Social Selling tools?
From here on out social media is a necessary part of marketing. Social media tools are rapidly evolving. I think tools like G+ are going to rise in prominence, while others fade. Be ready to adapt to the shifting landscape and keep your social skill current.
As I said earlier, social media allows us to really burnish personal and corporate reputation. From a corporate perspective, companies have to be online to monitor the conversation. I’ve had some interesting interactions with companies recently where I complained or made a comment about them and the social team got back to me literally within a couple minutes. That needs to happen more regularly to keep the conversation going with customers and prospects.
What should others do?
Make social media an intentional part of your day. Just be careful with how you handle it because it can be a big time waster. For example, I don’t typically keep Twitter open during the day. My goal is to have it within arms reach for easy access, but not so accessible I am interrupted every few minutes.
Identify content and do quick read throughs of the news. I generally schedule three or four tweets each day using Buffer. Be structured with your posts; separate business and personal, but don’t be sterile.
Sometimes I follow people on multiple channels. But, I generally don’t discuss the same topics across channels.
Finally, find the key movers and shakers in your industry and don’t be afraid to interact with them. Ask questions and retweet content. All these things will raise your profile and you’ll be off to the races.
In October next year (from 13rd to 16th), users from all around the world will be able to regroup in Orlando, FL and connect/share/discover around amazing things that they achieve thanks to BMC Solutions.
Yes, a User Event
We really want this event to be for you, by you, with you.
Details will be shared later on content and logistics, but you'll be happy to see how users will be involved.
The key to lead generation is establishing credibility and trust, meaning lead time is largely based on building rapport and history with prospects. Today people are very open to sharing everyday business challenges on social media, making it easy to identify a prospect’s background and challenges, and focus your efforts accordingly.
As part of our Social Spotlight, Cloud Marketing Manager Dominic Wellington provides tips and tools to navigate the social media landscape and build lasting relationships with prospects.
As a marketer, social media keeps me up-to-date with conversations going on outside my immediate vicinity. Channels like Twitter, LinkedIn, Google+ allow me to interact with folks in the Silicon Valley, Eastern Asia, etc. from my office in Italy.
Pain / Need:
Your initial interaction with your contact is critical, so it’s important to focus on the preparation phase. If I’m meeting a customer, prospect, analyst, or someone from the press, I research them online or see if we have already interacted through one of my social media channels. If we have previously connected, it’s a very different conversation than if I’m approaching them without prior contact. If we haven’t interacted before, I review their social media profiles and/or connect with them on LinkedIn to help me identify similar interests or common contacts to make our initial interactions smooth.
In my role I create lead generation content, so to me the most important thing to know about lead time is that those campaigns can be the key to gaining credibility and trust with the customer. That said, lead time is really based on the time it takes to build history with prospects. It doesn’t require a huge amount of time. Figure out what works for you for quick, frequent touch points, then find tools to simplify the process.
Social Tool Mainly Used:
I’m an avid user of Evernote tools, beyond just note taking. At events I like the Evernote Hello smartphone application. Hello is a business card scanner that ties into LinkedIn, so I can immediately access all their LinkedIn contact details, then enter notes on our conversation, and follow up after the event in a timely manner. It allows blending of the online and physical part of relationship.
I also use Evernote Skitch to make quick drawings or diagrams in real time. You can make a drawing or take notes in front of someone right on your tablet, so it becomes a whiteboard with content you can save and send to everyone.
How do you begin the relationship?
I prefer LinkedIn for research as pretty much everyone is on it. To effectively use LinkedIn, it’s important to know that people use it differently. For some it’s strictly a CV or resume tool; they only log in to update information or add contacts. That’s important because just knowing where someone works and/or their connections can be powerful in relationship development. But, some use it similar to Twitter by posting professional and industry updates or by distributing content like blog posts, news articles, white papers, etc. Get your pitch or relevant content linked to individual or group updates to engage with your connections and prospects in groups. Remember, it takes something personal to resonate and stand out from the crowd.
Similar to the LinkedIn example, monitor content and dialogue across social media channels to get a pulse on customer pain points and opportunities. Social networks regularly help me understand prospect needs and/or their business challenges. Knowing the items on their mind allows you to address the topic directly during interactions and pitches.
What’s the current status of the relationship?
I look outside the obvious relationships. For example, I find that very social junior-level professionals will tweet thoughts on a pitch after a meeting. Finding this information offers a sense of how the meeting went as well as insight into what the organization thought of the pitch. You can also create a power map of the organization by identifying the up and comers and the business hierarchy.
Are you “sold” on using Social Selling tools?
Social media returns don’t happen overnight, but the more you use the channels the easier it will be to gain insight into your prospects.
What should others do?
Know that when you start using social media as a sales tool it’s is going to be hit or miss, but as you continue to do it you will become more adept with the tools and you will also start to identify the digital watering holes for the type of game you are hunting. For example, you may find that the CIO doesn’t use LinkedIn, but the chief architect regularly interacts on key LinkedIn groups. Leveraging the social channels will help you not only gather information easier, but soon that information will come to you directly. The bottom line is to start using it and don’t get discouraged because it gets easier as you work the social tools – and the payoffs can be great.
At this 25th annual symposium and expo, BMC is proud to be a silver sponsor and welcome over 5,000 attendees from around the world!
Here are just a few of the things you can expect to see at Gartner Symposium Barcelona from BMC Software:
Our amazing Showcase booth, #D23.
We'll be here
Monday, 11 November, 17:45-19:45
Tuesday, 12 November 11:30-19:30
Wednesday, 13 November 11:30 - 19:30
But why do you want to come see us?
MyIT means happy users, happier IT
See the latest version of MyIT, the simple business app that transforms your end users' IT experience. What would you do an app could automatically push wifi configuration to your mobile devices, could tell you where the "Amazon Conference Room" was while you were at a remote office, or how to most easily connect a printer? Give your users easy access to help resources so work can keep moving.
Check out BMC AppZone, the enterprise app store
When it takes days to find, request and receive apps for employees, it means that productivity is lost. BMC AppZone, a cloud-based, enterprise app store gives employees easy, efficient and secure access to cloud, mobile, custom and desktop applications - from any device and location.
See Jason Frye, from the BMC CTO's Office speak about MyIT and BMC AppZone in this video from Gartner Symposium.
Get the big picture for big data.
Get the latest on how BMC Control-M for Hadoop gives you the power to simplify and automate Hadoop application processing, for faster application implementation, big data analytics and integrating Hadoop processing. See how easy it is to create and manage Hadoop jobs and workflows and see how the Hadoop platfrom is integrated in with the enterprise.
See Robby Dick, Technical Marketing for BMC Control-M speak about how Big Data affects your environment:
Optimize Your Complex Environment
BMC allows your technology to work in an integrated way, from Cloud to Big Data, offering a way to manage your infrastructure and make IT much more user-friendly.
See what BMC's Director of Technical Marketing, John Irwin, has seen about trends at Gartner Symposium.
While you rest or have fun away from the grid, a couple of people around the world will work to add new things on BMC Communities.
When you'll come back on Monday (or some of you on Sunday, if not Saturday ... yeah, there sure is activity 24x7), you'll see ... interesting additions (let's not spoil the surprise, you'll enjoy things when we'll be done).
Ready to master the updated environment?
We're looking forward to having your feedback on the updated capabilities!
Maintenance begins after 6pm PDT, so that you all should have started your week-end.
To get updates while the platform levels-up, check out @BMCCommunities on Twitter