Proven Strategies to Increase Case Deflection and ROI

On Demand Webinar

Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited.

In order to increase case deflection and ROI, communities need to not only ensure that they’ve got solid data points to measure from, but that they’re also applying specific programs and strategies that are known to be successful.

In this webinar, led by Matt Laurenceau, head of BMC Communities, he walks us through the ROI model he uses. This webinar will teach you about the strategies and programs that drive success across your community, including your Q&As, KB articles, blogs, product onboarding, events (webinar and physical), ideas, betas and Champions/ MVPs.

In this session, you’ll learn:

  1. Strategies that help the adoption of successful community programs
  2. Components of a Community ROI framework
  3. Examples of programs that were launched to increase ROI
  4. The Hub and Spoke model required for success (content, people, etc.)
Matt Laurenceau
Head of Community, BMC

Matt has strategized on Online Communities since 2006. His engagement spans Strategy, Content Programming, UX, all the way to interactions and mentoring. He currently leads BMC Communities, where he increased triple-digits the team size and Community ROI, and significantly boosted Community NPS. Over the past 20 years, Matt has been in Consulting, Pre-Sales or Marketing for B2B software.

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