1) Online Customer Communities Companies are launching public and private online
communities as a cost effective method to strengthen customer relationships. Customer-centric organizations are leveraging
technology to meet the following business goals: - Generating Insight/Research: This may compliment or replace "one off "research projects, ongoing
product research and focus groups.
- Building Customer Community: In exchange for providing
social media tools to connect customers with each other, companies are listening in on these customer conversations
to better understand their needs and to identify new business opportunities.
- Extending their Customer Advisory Program: Companies
are providing this online community space for their Customer Advisory Boards and Customer User Groups to share information
and collaborate on pre and post meeting work activities.
Services: - Developing an Online Community
Plan which incorporates best practices and processes
- Defining community requirements and assisting with the community platform
selection
- Serving as a Community Consultant guiding the
strategic planning, executing and evaluating of the community in
meeting business goals.
Learn more about Online Customer Communities Find out about the NEW Community Success Start Workshop
2) Customer Advisory
Programs learn more Stepping Stone Partners works closely with you to design, develop
and manage your Customer Advisory Program (sometimes called a Customer Advisory Council or Customer Advisory Board), delivering
continuous customer input to support your strategic and tactical decisions. Clients realize the value in having a dedicated
group of customers, ready to provide feedback on Offerings (Features, functionality, future roadmaps), Strategic Partnerships
(joint offerings) and Marketing (messaging and positioning). Services: - Devising a Customer Advisory Program Plan
- Planning a Customer Advisory Board event from agenda development to presenter coaching to moderation
- Assisting
with the Customer Advisory Board report and follow up communications
Customer Advisory Board Testimonial 3. Customer Driven Development
Stepping Stone
Partners has devised the Direct Path Process to navigate through the development of
new offerings, from customer needs identification, through concept definition, validation and launch. Direct Path
is designed to be highly collaborative with customers every step of the way to ensure that offerings are packaged, positioned
and priced to align with customer needs.
Stepping Stone Partners can project lead clients through the entire
development process (Direct Path), or serve as a coach for specific activities along the path.
Services: - Guiding the development of Products, Services & Programs from concept through validation
- Planning and managing Customer Research including understanding
the needs of different segments
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Groundswell thinking
is like any other complex skill- it takes knowledge, experience and eventually enlightment to get there. If you're listening to, talking with, energizing
or supporting the groundswell, then you've
already opened up a channel of communication with those customers. Inevitably,
the insights that come from that- the relationships you're developing with those customers -- will
lead them deeper
into your company. Embracing the groundswell is making customers an integral part of the way you innovate with products and process improvements. Groundswell,
Book by Forrester Research
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