ChristyK
Khoros Alumni (Retired)
Joined 8 years ago
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Know Your Role: Re-Org Tips to Facilitate Your Customer Needs
With the rapid acceleration of digital channel adoption during the life cycle of the customer journey, brands have been quick to adopt channels and adapt processes to meet their customers’ demands. But, many haven’t made the changes to their org structure to keep up with the pace. Gartner recently highlighted this fact, stating by 2023, 25% of organizations will amalgamate marketing, sales, and CX into a single function. Seventy-seven percent of marketing leaders report they struggled to keep up with changes in customer needs, and 87% believe shifts in customer needs will become even more common over the next few years. This has forced many organizations to seek long-term collaborative solutions. As a result, the area of overlap between customer experience (CX), sales, and marketing functions is rapidly increasing. CX has always focused on building a clear understanding of who the customer is and how interactions with the brand add to or detract value across their lifetime. So too are sales and marketing now focused on this objective. Organizations will formally combine sales and marketing and CX under a single leader who has clear and unambiguous accountability to maintain and grow customer lifetime value and profitability. So, where do you start when you need to re-organize your teams by function instead of by channel? Here are four best practices we’re seeing from our customers and in the market. Define your customer’s channels of choice One of the most important things to keep in mind is that your customers want you to meet them in their preferred channels. Consider the purpose of different channels based on usage, volume, topics, and usage by your audiences. Competitive listening with intelligence is an excellent way to understand the types of conversations happening across social channels to align channel choices with business goals. Map roles and responsibilities by function Recognizing which departments engage with customers at different stages and outlining their current state can reduce overlap and offer departmental role facilitation. Consider opening brainstorming sessions to department heads, collaborating on a new model (RACI, etc.) that clearly defines owners, collaborators, and processes for making changes to adapt. These sessions also can determine the effort needed by each role to meet business goals and objectives. Have C-Suite buy-in to ensure needs are addressed and understood. Make sure you bring data to make the business case! Determine internal operational changes With your newly mapped structure, review SOPs, access, permissions, playbooks, guides, etc., to ensure these new roles are documented. New documentation provides an excellent time to host trainer sessions with department leads to ensure understanding, and flag changes are needed back to leadership. Having cross-department “drills” and run-throughs to practice new operational strategies and tactics can also prove beneficial. Adapt (or adopt) software that meets your new structure With clearly defined roles and new operational workflows, ensure your current tech stack meets your needs to track success, adoption, and business outcomes. Before adding new tech, confirm your current collection of technology works together. Consider going back to your partners to ask for support reflecting changes - make sure your partners know what you need for success. Finding gaps? Talk to your account team about the full suite of Khoros products and services to help meet your needs and accelerate success!110ViewsSign in to react to this post0CommentsKhoros Security and Governance Resources
Thank you to those who were able to join us for our most recent Khoros Marketing Roadmap webinar. For those who haven’t had a chance to view, you can access it here. As mentioned in the webinar, we’ve gathered a list of resources and articles for you to reference to ensure you’re taking advantage of the latest and greatest Khoros has to offer. Need information you don’t see below? Please leave a comment, contact support, or reach out to your account team so we can assist you. Social Marketing: Guide to Approvals: Approvals provide an extra layer of control to outbound and inbound messages from your brand Security Settings: Configure password settings and additional security measures like inactivity time-out Guide to Logging In to Marketing: Additional steps and troubleshooting steps with required multi-factor authentication for logging into Marketing Enabling Single Sign On / SAML: Want an additional layer of security? Read about how to enable single sign on for your Marketing account Managing Admin Access to Khoros Marketing: Learn the differences in user roles and how to select the appropriate level of access for your Khoros Marketing users Pause Publishing: Need to pause your social marketing? Read more on how to suspend your publishing activities Now live! Email Domain Whitelisting Vault Vault Overview for Admins and for Users: General, Global Information: White Paper: How to Protect Your Brand on Social Media GDPR & CCPA for Khoros Marketing Risks of Shared Logins198ViewsSign in to react to this post0CommentsKhoros is named a Leader in the Forrester Wave™️: Social Suites, Q3 2021
We're proud to be named a leader in social media management, and to have received the highest score in product vision and strategy. Your feedback, collaboration, and partnership have helped us reach this milestone; we are proud to have not only a market validated strategy, but a customer-centric one. As great as it feels to have our platform recognized in this way, our focus is always on our customers — it’s one of the reasons the report names us a leader. The Khoros platform can only continue to grow and improve with feedback and ideas from the people who use our solutions every day to interact with their own customers. For that, we say a sincere thank you for all the feedback and ideas that make Khoros the best name in customer engagement. Khoros was the top performer in eight of the 16 categories that Forrester evaluated: Social customer response Social organic publishing Secondary social capabilities Data interoperability Security and privacy Product vision Execution roadmap Onboarding and account management We believe the breadth of categories in which our unified platform excels shows how our unified platform does more than just the core capabilities of a social media tool. Khoros isn’t simply a point solution that social media managers can use to solve specific problems; it’s a comprehensive social suite that makes teams more efficient when operating at scale, improves communication, and offers proactive, data-driven solutions. We’ve only covered a few points from a detailed and informative report here. Read the full report today to see exactly why Forrester thought we deserved leader status.4.4KViewsSign in to react to this post0Comments
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