Domo Honored as a B2B Program of the Year Award Winner at Forrester’s B2B Summit North America
12 Luglio 2024 - 3:00PM
Business Wire
Domo’s customer community recognized for its
ability to cultivate deeply loyal customers and help them solve
challenges more quickly
At the Forrester B2B Summit North America 2024, Domo (Nasdaq:
DOMO) was recognized as a B2B Program of the Year winner for
improving functional performance in engagement. The company was set
apart for its ability to cultivate a user community, Domo Central,
that transformed customer relationships through strategic community
engagements.
“In 2022, we identified a need to clarify our brand message and
to inspire our customers by showing them how others like them were
using Domo to make massive improvements to their business,” said
Mark Boothe, CMO at Domo. “That revelation led to the creation of a
thriving user community that not only built up our engagements and
spanned an entire customer journey, helping customers get value
with Domo at a much quicker rate.”
Prior to the development of Domo Central, Domo’s community forum
had one million visits annually, with nearly 500 product
recommendations from customers. The average question was answered
within two hours, which was faster than the three-hour industry
standard. These results had brought Domo significant community
success up to that point, but the team knew there was potential
waiting to be unlocked.
Anchored in the belief that people buy from people they trust,
Domo adopted Domo Central as a strategy to unify the disconnected
customer engagement programs across the organization. The team
focused on the customer's entire journey rather than engaging with
them in silos across departments. Domo established KPIs and
outcomes for each phase of the journey and identified specific
engagements that could amplify customer successes. As a result,
Domo Central launched in 2023 with a full Community offering that
includes the following:
- A Customer Advisory Board
- Community Discussion Forums
- Educational Support and Developer Resources
- Community Events (in person and virtual)
- User-Generated Content Creation
- A Global Awards Program – Domo Ovation Awards
- Product Feedback Mechanism – Domo Ideas Exchange
- Advocacy Program – Domo Innovators
- Opportunities for customers to support nonprofits – Domo for
Good
- A Full University Program – Domo for Higher Education
In its first year, Domo Central’s ability to unify the Domo team
across the entire customer journey increased community forum visits
by more than 130%, sourced 25% more product ideas from customers,
drove response time down to 30 minutes on average and helped
deflect support tickets by enabling the Domo Community to assist in
answering user-driven questions.
“Our customers were so hungry for this. Today, more than ever,
people value human connection and think differently about what
types of experiences are worth their time, what tools are worth
their money and what type of fulfillment they want to gain from the
tech vendors they engage with. That's why we built Domo Central not
just as a digital space but as an anchor to a new philosophy about
the importance of engaging with customers and adding value by
seeing the world through their lens,” concluded Boothe.
For more information on Domo Central, visit here.
To learn more about Domo, visit www.domo.com.
About Domo
Domo puts data to work for everyone so they can multiply their
impact on the business. Our cloud-native data experience platform
goes beyond traditional business intelligence and analytics, making
data visible and actionable with user-friendly dashboards and apps.
Underpinned by AI, data science and a secure data foundation that
connects with existing cloud and legacy systems, Domo helps
companies optimize critical business processes at scale and in
record time to spark the bold curiosity that powers exponential
business results.
For more information, visit www.domo.com. You can also follow
Domo on LinkedIn, X and Facebook.
Domo is a registered trademark of Domo, Inc.
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version on businesswire.com: https://www.businesswire.com/news/home/20240712429091/en/
Cynthia Cowen PR@domo.com
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