Knexus Community is discussing the opportunities that Customer Communities hold as companies align their online activity with their integrated multi-channel customer management strategy. We will look at how at a well defined and managed Customer Community can create significant economic value, for example through increased customer self-service, better customer relationships, improved communication and increased transactions.

From a customer perspective, a Community can provide access to a network of likeminded individuals who represent a trusted source of knowledge and experience. In order to unlock the full economic benefits of Customer Communities, there are significant challenges to address in terms of developing the right community offering, securing effective customer participation, capturing and harnessing the full benefit of customer interactions and aligning the organisation internally to support the opportunities presented by a Customer Community.

Knexus is bringing together a cross-industry group of senior managers from its membership to discuss and debate some of the major challenges and opportunities, including how to create an effective business case, avoiding a hard sell approach within the Community and aligning internal functions that may not have traditionally been required to collaborate closely.

This collaborative session will begin with a short case study from Lloyds TSB, Knexus Member, who will provide insight to its experiences and challenges in running an SME Community. There will then be a professionally moderated roundtable discussion.

If you are responsible for developing Customer Communities within your company, please join us for what is sure to be a highly enlightening collaborative session.