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aiim Customer Engagement customer success enterprise 2.0 Interview RC-SaaS Customer Engagement system of records totango User Engagement

Evolving from Document System to Engagement System

aiim Interview

Here is the additional interview promised from the Enterprise 2.0 Conference.
This time Jessie Wilkins, Director System Engagement for aiim speaks about how will the future of the enterprise information management will look like.

As mentioned a lot in this blog, nowadays the customers are kings, customer engagement is taking a royal place in web applications and the interaction between the business and the customers and between the customers themselves is highly important for any successful SaaS business.

Jessie mentions that for decades the world have been focused on “system of records” which is actually focusing on documents.
These days the focus is on conversation, interaction, Facebook “likes” and it’s called “System of Engagement” where individuals engage with each other, organizations engage with customers and partners try to develop more collaborate ways of working together.

To learn more about the System of Engagement, read the white paper by Geoffrey Moore: System of Engagement and the Future of Enterprise IT

Tomorrow I will upload an interview from the Sales 2.0 Conference. This time Darren Suomi, VP Sales at HootSuite will give a tip regarding social media channels in businesses.

To read the full transcription of the video, click here

 
 

Video Transcription:

“My name is Jessie Wilkins. I’m Director Systems of Engagement for Aiim. Aiim is a non profit trade association. We do market research, networking events, industry analysis, standards development and training. We did some research earlier this year, and to try and determine what the future of enterprising information management looked like.

And what we determined was that for decades we’ve been focused on systems of record, all of those databases, repositories, share points, et cetera – that every organization has. They’re focused on documents and now we are starting to focus more on conversations, interactions, Facebook likes – and so we call those systems of engagement.

Ways in which individuals engage with each other, organizations engage with their customers and their partners and try and develop more collaborative ways of working together. Our research and research from others including Mackenzie, Forrester and Gardner, all suggest that organizations that use these tools effectively are more profitable, their market leaders are gaining market share, they can streamline their processes, but too many organizations don’t know how to do that.

And so, we’re here to hopefully provide our strategies, processes and plans for how to do it more effectively.”

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BadgeVille conversion rate customer behavior Customer Engagement customer success enterprise 2.0 free trial freemium freemium to paid Interview RC-SaaS Free Trial & Freemium trial conversion visitors to paid visitors to signups

Converting from Visitors to Signups and from Freemium to Paid in a Fun Way

BadgeVille Interview

In the next couple of weeks I would like to share some short video interviews on relevant subjects taken at several events I’ve been to.

At the Enterprise 2.0 Conference, I’ve met Eric Montoya from BadgeVille and interviewed him about the ways to convert from visitors to signups and from freemium to paid users.

These topics are highly relevant to every SaaS business and I’ve been writing a few posts about it lately, including my previous post.

In this interview, Eric explains how the conversion process become a simple mechanism when you find unique and fun ways to get your users to know your product by gentle guides or creating a feedback system that is presented back to the end-user once they conducted a series of behaviors that we wanted them to.

Eric also gave some interesting examples in which he mentions a 500% lift for a unique application of Samsung – view the interview to learn more

Tomorrow I will upload another interview from the Enterprise 2.0 Conference. This time Jessie Wilkins, Director System of Engagement for aiim will talk about how the document system era evolved to the system of engagement era.

To read the full transcription of the video, click here

 
 

Video Transcription:

“My name is Eric Montoya, I am with sales and business development here at BadgeVille. You know, there is a couple of really, really unique things that happen within the context of any sort of online community or any sort of interaction with the product, the first is some sort of anonymous or local capture, right?

How do i get that person who has just come to my platforms, to my products and my brand and what can I do to try to capture them at that point? How do I convert them, maybe from fremium to paid and all of those mechanics that go along with could be something as simple as a mechanism like gentle guide or something where I am taking a series of behaviors or actions and presenting that back to the end user in some sort of unique, very step oriented, fun way with that getting feed back as they through all of the interactions learning the platform, taking a steps in necessary to become engaged within the product, but they are doing it in a way that’s very controlled and really wrapped around the behaviors and the actions that you want dozen users to perform.

Us, like our kind of broad, you know, 100 plus customers that we have now, we’ve seen, you know, strategic impact to the goals and objectives tied to a lot of those specific behaviors in the, like, 25 to 30% range, if you want to be very broad.

When you look at very, very unique applications or specific behavior such those users are performing. Samsung, for example, has just put out this last week that they are seeing a 500% lift on some of the drive and user engagement and actions that are very relevant to the success of their community.

Things like rating and reviewing and interacting with the product and the brand overall. So, you know,we have seen a lot of variance but the impact, you know, whether that’s 10%, 50% or 500%, absolutely the numbers are there.”