Our mission is to "connect the unconnected" with wireless communications technology. Our customers, who are network operators from around the world, are engaged in this initiative and share their successes on the Cambium Networks community.
Company: Cambium Networks Company background: Cambium Networks develops and markets wireless networking infrastructure – a “wireless fabric” – providing indoor and outdoor networking solutions covering distances from a few meters to more than 100 kilometers and providing throughput capacity from kilobytes to gigabytes per second. Solutions include Wi-Fi access points, narrowband internet of things (IoT) links, point-to-point and point-to-multipoint radio devices — all managed with a cloud-based management system called cnMaestro. Millions of Cambium Networks radios are deployed in more than 10,000 customer networks in over 145 countries — primarily used by businesses, governments and internet service providers to provide wireless connectivity from the core of the network to the edge. Entry Submitted by: Ray Savich, Marketing Director Community: Cambium Networks Community
Lithy category: B2B Community Innovator Cambium Networks: Responding to the Needs of a Large Number of Small Network Operators Around the World Cambium Networks provides equipment to more than 10,000 small entrepreneurial Wireless Internet Service Providers (WISP) operators in 147 countries around the world. These small WISPs needed access to information to provide reliable service to rural and remote locations to bridge the digital divide. Many of these network operators have 10-20 employees supporting thousands of business and residential customers. While they seek to optimize network performance, they do not have the time to send technicians to training classes, but need the information to build their reputation as a reliable service provider. Key Initiative 1: Design a Community that Enables Network Operators to Grow Based on customer requests, we have moved our documentation, training and Tier 1 support to the Community. This helps our customers share and implement best practices and get the best leverage from their technicians. We found that network operators wanted to share their stories of the connectivity that they created and provide best practices tips to other operators.
Content on the community is promoted on social media channels including LinkedIn, Facebook, YouTube, Twitter, Google+, WhatsApp and Instagram. Posts are published multiple times a day to build awareness of new and useful content on the community.
Easy Access to Training Webinars
Key Initiative 2: Enable Customers to Share their Ideas for Development
Network operators can also submit ideas to our community. Other community members can vote for individual requests to raise the priority. Product managers review the relevant customer requests as they plan each round of software and/or hardware development. As ideas are integrated into the development plan, we loop back with the submitting member to refine the development.
Ideas page on the Community
Key Initiative 3: Extend Education on Wireless Broadband Connectivity
Many network operators reported that the public in general did not know about wireless broadband . Cambium launched the Cambium College program for young people or people new to the industry to understand the basics of wireless broadband connectivity. This program had 100 participants in the first year and 688 in the second year (700% growth).
CEO Blog post on Cambium College
Key Initiative 4: Recognize Connectivity Heroes Around the World
Network operators and the work they do to close the digital divide are not known for the problems they solve. For example, they provide rapid connectivity to assist disaster recovery efforts, and connect remote locations where no major service providers can provide access. We created the Connectivity Heroes Award program to raise visibility of these heroes, and use the community to discuss the innovative connectivity solutions that these people provide.
Connectivity Hero Award program description
Connectivity Hero Award winners
Key Initiative 5: Foster the Sharing of Best Practices
Members can view recorded webinars, training sessions, and have access to searchable technical content on the community. By having this educational information at their fingertips, this saves our customers time and money to have their technicians trained to be experts and ready to respond to connectivity opportunities as they arise. This has provided information on many interesting applications including:
WiFi connectivity at the Thai Cave Rescue
Connecting Soccer Fans in Sophia, to watch the World Cup
Providing WiFi for the thousands of refugees in Greece
Business and residential connectivity in Australia
Disaster recovery connectivity in the aftermath of Hurricane Harvey
Puerto Rico recovery efforts
WiFi at the summit of Mount Everest
Antenna Alignment video
Connecting Thai Cave Rescue Team
Connecting Fans to view the World Cup
Video on connecting Northern Beaches Broadband in Australia
Webinar on Connecting Refugees in Greece
54% growth in Community membership over a 12 month period.
39% increase in Community unique members
700% growth in people registered for Cambium College
50% increase in nominations for Connectivity Hero awards
82% increase in LinkedIn page views
41% increase in YouTube video views
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We have a private area for technical trainers, a "teachers lounge" where our technical trainers share ideas, slides, and answer each other's questions that come up in class. The access to this board is restricted to the 20 people having a role as "trainer". There are many threads on the board. They would like to get an email alert whenever any new post is made to any thread on the board. Is there a way to do this? Thanks
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Our system has a one year tenure, and SuperUsers can serve consecutive terms. When you have terms, you need to have a clear explanation of how SuperUser candidates are chosen, and what the expectations are. If the criteria are around the number of posts and threads, it is easy for all parties to understand and agree on the level of activity. If a SuperUser is not so frequently vocal, but the quality is inspiring to the Community, there is still value and merit, so a slight drop in posts is OK. We try to have each one of these discussions in person if possible. It is very important to be upfront with them as their term ends, and thank them for the tremendous support. If they choose to leave the program, be sure to let them know that they are always welcome on the Community. If they are not chosen for a second term, be even more sure to let them know that their contributions are appreciated, they are always welcome on the Community, and will be considered again in the future.
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We sell through a channel with distributors and resellers. As our channel partners have lots of face time with our end customers, we are encouraging our partners to promote and participate in the Community. Of course, they are always looking for a way to "pitch product" and grab a new customer. In our guidelines, we explicitly restrict commercial posts and solicitations. We have gained the respect of our members by creating a "clean" community that is very relevant and on topic. We also want to encourage our partners to promote and participate in discussions and add customer success stories to the Community for all to see. Any advice on how to manage the carrot (customer exposure) and stick (commercials) with partners who we depend on for our business?
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We have not done a specific email campaign for the Community, but in EVERY email that goes out we have a simple invitation to "Join the Conversation" that links to the Community home page. While we live in a digital age, and people use the tools all the time, there still needs to be an invitation to let them know that they are welcome, or still welcome if they are not regularly visiting the Community. By including this invitation statement, we leverage every email communication.
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