CMSWire to Hold Tweet Jam on Supporting Customer Communities #CXMChat

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Be they grassroots or company owned, customer communities have the ability drive brand engagement, ideation and business value.


It takes a lot of sweat equity, but if you are up to the task, customer communities are a powerful asset to standing out in a crowded and noisy marketplace.- Loni Kao Stark, Adobe, a web magazine focused on customer experience management, social business and document management, is holding a Twitter-based gathering, known as a “Tweet Jam,” to discuss the opportunities and challenges of supporting customer communities.

Organizations are looking for ways to be more customer-centric. Communities -- branded or grassroots -- are a great way to build engagement, trust and value. But it's not as easy as putting the technology in place and letting things happen. Communities have to be managed as part of an overall business strategy.

Join in on April 24th at 10 am PDT / 1 pm EDT / 1700 GMT as CMSWire and the broader CMSWire community spends an hour discussing the who, what, where, when and why of customer communities

These questions will shape the discussion:

1. What are the most important communities for organizational success and who owns them?
2. What are the top three opportunities customer communities provide organizations today?
3. How can that value be measured / evaluated?
4. Name three best practices for successful customer communities.
5. List the three biggest challenges to running a successful customer community.
6. Has social media changed customer communities? If so, in what ways?
7. How will customer communities evolve in the next year?

To help answer these questions, CMSWire has assembled a great group of industry experts to share sights and field experiences. Panelists include:

  • Azita Martin, VP of Marketing at Get Satisfaction, @AzitaMartin
  • Brian Johnson, Community Manager at SDLsocial, @CaptainChunk
  • Cathy McKnight, Principal Analyst at Digital Clarity Group, @cathymcknight
  • Christian Buckley, Director of Product Evangelism at Axceler, @buckleyplanet
  • Curtis Gross, Senior Product Manager at Jive Software, @freddingo
  • Erick Mott, Founder, Creatorbase, @creatorbase
  • Henry Min, President and Founder at Nestivity, @henrymin
  • Megan Murray, Director of Collaboration and Strategy at Moxie Software, @MeganMurray
  • Rich Blank, Solutions Engineer with Jive Software, @getricheib
  • Rob Howard, Founder and Chief Technology Officer at Telligent, @Telligent
  • Stephanie Wiriahardja, Community Manager of Higher Education at HootSuite,@stephawie
  • Tatiana Mejia, Senior Product Marketing Manager at Adobe, @tatianamejia
  • Thom Robbins, Chief Evangelist at Kentico CMS, @trobbins
  • Vala Afshar, Chief Customer Officer and CMO at Enterasys, @ValaAfshar
  • Zena Weist, VP of Strategy at Expion, @zenaweist

All experience levels are welcome to join in, just tweet all questions and/or responses throughout the Tweet Jam. By using the #CXMChat hashtag, messages will automatically become part of the discussion.

Tweet Jam Participation Guidance

Twitter is a highly flexible medium. In order to keep the discussion useful to all, participants should follow the following guidelines:

# Introduce themselves with their first #CXMChat tweet. Include name, job title and organization.
# Subsequent tweets must start with the question number being responded to and the #CXMChat hashtag. For example, "@bigbird Q5 We very much believe customer communities # drive business value #CXMChat "
# Please don't pitch products or services; stay knowledge focused
# Keep the discussion professional, but informal
# Remember that this is a public chat -- be thoughtful

About CMSWire
The web magazine, published by Simpler Media Group, Inc., focuses on customer experience management, social business and information management practices and tools. The publication was founded in 2003 and currently has more than 300,000 monthly readers.

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Barb Mosher Zinck
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