How SAP Uses Communities to Connect With Customers

social media expert interviewIn this video I interview Mark Yolton, senior vice president of the SAP Community Network.

Mark shares how SAP’s community of 2 million members from 200 countries is organized around business roles (such as developers, IT professionals and business process experts) to better engage with customers.

You’ll find out how SAP puts together content focused on specific needs to build their community. Listen to the tips to learn how you can get customers to participate in your community.

Be sure to check out the takeaways below after you watch the video.

Here are some of the things you’ll learn in this video:

  • How to get your customers to participate in your community
  • The value in providing a platform where customers can get answers to their questions
  • Why you need to look at customers as individuals and not brand accounts
  • How to use Twitter to build your community
  • How to use social media to give customers a platform for discussion
  • How Twitter can improve your event marketing

And listen for these hot tips to get your customers involved in your online community:

  • Find a problem, focus on solving that one issue and expand from there
  • Do a lot of listening and responding; use the feedback to move you forward
  • Expect to have a learning curve

Connect with Mark on Twitter @markyolton and check out the SAP Community Network which everyone is welcome to join.

Do you use social communities to connect with your customers? What tips do you have to share? Please leave them below.

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About the Author, Michael Stelzner

Michael Stelzner is the founder and CEO of Social Media Examiner, founder of My Kids' Adventures and author of the books Launch and Writing White Papers. He's also the host of the Social Media Marketing podcast. Other posts by »




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  • http://twitter.com/DrewNeisser Drew Neisser

    Great interview Michael.  Coincidentally, yesterday I posted 9 Ways To Measure The (Actual) Success Of Your Social-Media Community on FastCompany.com also based on the SAP Community Network http://bit.ly/nJe1Jb .  

  • http://www.socialmediaexaminer.com/ Michael A. Stelzner

    Thanks D Neisser!  I saw someone on Google+ mention that actually.  Good timing.  Great minds sync alike :)

  • LRW

    Problem with your videos – when I press pause, and then try to restart the video, it doesn’t restart.  This is annoying as I wanted to continue watching after handling a business call.  Please advise your technical support and confirm when this has been corrected.  Thank you.

  • http://www.socialmediaexaminer.com/ Michael A. Stelzner

    Hi LRW – Sometimes it happens with Vimeo and YouTube.  Trick is to pull back the video a few seconds.  Not sure why it happens – Mike

  • http://www.icheapmarketing.com Waseem Ahmed

    First of all today i have learned the new thing after reading your article that Joining & participating in the local communities can drive more customers into your business as people now having focus on local search tools/sites. And one suggestion that your videos takes too much in loading instead of uploading your videos at vimeo kindly upload them at YouTube.

  • http://www.icheapmarketing.com iCheap Marketing & Design

    So, now we need to have focus as we’re having on local search commnunites.

  • http://www.ddmcd.com/ Dennis D. McDonald

    Michael – I work mostly with internal collaboration but think it’s very interesting how if you replace “customers” with “employees” so much of this is relevant.

    Dennis McDonald
    Alexandria Virginia
    http://www.ddmcd.com

  • http://twitter.com/arikb99 Arik Bernstein

    bottom line: it’s all about listening, listening, listening (and responding)

  • Pingback: How SAP Uses Communities to Connect With Customers! #v #in « BrenG

  • http://www.i95dev.com/ecommerce-magento Henry Louis

    Not only SAP but many businesses are using communities to connect with their end users like Comcast on Twitter.

  • Pingback: The Importance of Marketing to Women, Facebook Marketing Tips and much more... | Best of the Week | Position² Blog







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