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© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
AMP TALKS:TRACK 1
TRANSFORM COMMUNITY
ZOMBIES INTO RAVING
ADVOCATES
CHRIS PELTZChief of Staff | HP ITSM
#ADVOCAMP
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Transform Community Zombies into Raving Advocates
Chris Peltz – Chief of Staff, SPM Customer SuccessHP SoftwareMarch 2014
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
The Need for Customer Advocacy
Reference “Agility”
Product Collaboration
Customer Marketing
IT Service
Management
2000 Enterprise
IT Customers
Customer
Success
Management
Traditional
Reference
Programs
What we still needed…
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
An Advocacy Program could deliver a deeper, more meaningful connection
to our enterprise customers
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
How we got startedFrom kickoff to launch in under 3 weeks
Platform Objectives
PlayersAudience
LAUNCH
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
HP ITSM Insiders launched June 2014 at HP Discover Vegas
“It has increased my exposure to HP’s ITSM offerings…I
wouldn't be reading the ITSM blogs without this”
“I met experts that I probably never would have met…we
can see that there are other users just like us out there”
“Gamification is a great motivator as is the opportunity to
hear other’s experiences with HP products”
“It’s good that the feedback – both positive and negative –
that we leave is taken seriously”
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Where we are today
111
673
906
0
100
200
300
400
500
600
700
800
900
1,000
May14 Jun14 Jul14 Aug14 Sep14 Oct14 Nov14 Dec14 Jan15 Feb15 Mar15
1751 tweets / LinkedIn
871 product surveys
992 educational activities
463 references/referrals
433 blog comments
906 advocates joined
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
What has made it successful
Our advocates realize value
Fresh and engaging content
Blended experiences
Campaigns and contests
Ongoing recruiting
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Key Lesson Learned
Start small,
and focus on
your
objectives
Your
advocates
can be found
anywhere
Build it and
they may
come, but
they may not
stay
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Focus on what matters most to your advocates
not what matters most to you
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Thank you
Chris Peltz ([email protected])
@chrispeltz | https://www.linkedin.com/in/peltz
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
AMP TALKS:TRACK 1
TRANSFORM COMMUNITY
ZOMBIES INTO RAVING
ADVOCATES
CHRIS PELTZChief of Staff | HP ITSM
#ADVOCAMP
