These days I’m working across 3 compartments of responsibility: services marketing, community, and (rarely now) blogging/social media. I’m tunneling through my head how to effectively span them to help our customers maximize the value of their Kronos solutions.
Yesterday I participated in an online meeting with our Services Customer Advisory Board that we convened in June. I did a brief overview of our new community, then Kristina Lengyel, our professional services VP, shared the results of an innovations program we also began this year. The categories for employee innovation ideas include improving customer “Time To Value” like Kronos Paragon, enhancing our customer experience, and providing new services to help customers improve their workforce management and human capital management effectiveness. The CAB loved our efforts to innovate in our services the same way we do with products.
The bulk of the discussion was around Kronos advisory services and strategic roadmap planning. We covered a great deal, but it’s difficult to fully explore everything you want to in a 90-minute call, so we’re establishing a discussion group in the community so that the conversations can continue unbound by a time constraint.
I think these compartments are beginning to come together…
I know time is relative, but I’m relatively blown away that a week has already passed since KronosWorks 2016 ended. From all accounts, it was a very successful conference. It sure was for me until my granddaughter had a meltdown on the “Harry Potter and the Forbidden Journey™” ride during our Tuesday night customer event. She’s since recovered from seeing the giant 3D spiders, though she vowed, “Muma, I’ll never trust you again when you tell me a ride’s not scary!”
I wasn’t that scared going into my 4 community presentations and many demos during the conference. They all went very well, and customer reaction to our new community was magical as we registered over 1,000 new members during the week! We’re now over 7 weeks in and we’re still working to improve things like search results and support case management, but for the most part, our 12,000 members are liking the experience. During the conference, I sensed a shift from “what the heck is this” to “this is cool, how can I leverage it?” The questions are evolving from tactical “how to” to “can we?” Here are a few examples:
- A customer approached one of our “community” booths and asked if we would start a YMCA discussion group. He manages Kronos for a YMCA, one of many that are Kronos customers. He thought a community discussion group would be a great place for fellow YMCA members to discuss their unique challenges and how they use Kronos to solve some of them.
- This week a community member posted a question about starting another group, “I attended KronosWorks and one of the sessions we learned about was Operational Reporting. Could a Group be created for this subject as a means for customers to share reports that they have successfully built rather than each of us having to recreate the wheel?” Yes! What a great use of community!
- Finally, on Tuesday I was in the community “movie theater” when I met Tao. He’s a Kronos customer for a county in California. He explained to me that his county uses Workforce Central to help manage their workforce compliance challenges. He also mentioned how critical it is to have proven success in California in order to be successful providing solutions to California public agencies. Tao is considering Workforce Telestaff and suggested a community discussion group where California state, county, and city agencies could discuss their Kronos experiences to learn from one another.
Wow. Wikipedia defines “Tao” as “a Chinese word signifying ‘way’, ‘path’, ‘route’, ‘key.” Tao’s idea is a perfect example of the ”way” customers can use the Kronos community to collaborate, share leading practices, and learn from each other.
What are other examples of how customers can collaborate in the Kronos Community?
It’s now been five weeks since we launched the Kronos community (and that long since I’ve written a blog post), and as of this moment, we’ve had 10,703 customers and partners enter the venue! It’s sort of like back in the day when concerts were “general admission” and fans would rush for the front of the stage. Here are a few other stats about how our customers and partners have been using the community since launch:
- 1,930 posts and 2,460 comments
- 7,539 questions
- 339 ideas
- 121,462 knowledgebase searches
Community will be prominent at KronosWorks this year with a big “community” right outside the expo hall consisting of a park, town hall, library, and a theater where we’ll demo community for 3 days! We also have several sessions devoted to community:
|Monday, November 14
1:45PM – 2:45PM
|KR192R||Tour the New Kronos Community|
|Tuesday, November 15
1:30PM – 2:30PM
|KR192R||Tour the New Kronos Community|
|Wednesday, November 16
11:00PM – 12:00PM
|KR199||Navigating the New Kronos Community
(for Kronos iSeries Central Customers)
So whether you’re already using the community, want to check it out, ask questions, pick up some usage tips, and maybe get registered, please come visit us and don’t forget to pick up our cool community tote bag!
Well, “it’s ALIVE!!!” The last time I had this much anticipation for a software event was just before midnight on December 31, 1999. That Y2K thing went flawlessly, so lets hope for the same with our new Kronos community so we can party like it’s 1999!
Thought leadership pieces make the life of this blogger so much easier… Today I’d like to thank Kronos Workforce Management Strategist, Megan Brown for her article in HR Technology Outlook titled “Revitalizing Technology: the Importance of Resuscitating a Stagnant Solution.” Megan’s article focuses on keeping your workforce management/HCM technology and processes current, to support the ever changing business and compliance requirements faced by organizations.
This is the second of three articles focusing on driving continuous value from your technology investments. The first was by Tim Manhardt titled “3 Strategies to Optimize Workforce Management Technology.” A third article is also in the works. It will hone in on the importance of planning your technology and process improvements with strategic roadmap planning.
Our services organization helps thousands of organizations each year to optimize their workforce management and HCM solutions. Keep them in mind if you’re thinking about a revitalizing makeover…
I don’t know how many tasks are in a project plan to launch a rocket into space, but launching an online community must have nearly as many. With a week to go before our October 3rd (est. 8:00PM Eastern Time), the list of “to do’s” is still substantial. Yeah, it ain’t rocket science, and we’re not launching any human beings into space, but we are launching thousands of Kronos customers and hundreds of partners into a new support community to collaborate, get answers, and launch ideas of their own.
Time to get back to work on the launch, but here’s a community tour storyboard (Password – communitycloud) I put together to give you a feel for what community will be like.
T-Minus 7 days… All systems are go.
This week I received an email titled The 7 Reasons Seeing Theater is Good for Your Career. It’s an interesting take. I’ve seen some great shows over the years starting with “Beauty and the Beast” back in 2001 with my kids. Come to think of it, theater does occasionally come up in business small talk. Anyway, the Disney theatrical adaptations have driven much of my attendance over the years, and my son loves musical theater. Just last night he dropped a hint about “Wicked,” probably his favorite. I believe it’s coming back to Boston.
Witch brings me to our CEO. As Ursula the Sea Witch sings in “The Little Mermaid,” “the boss is on a roll!” Rather than editorialize, I’ll just provide the facts, ma’am. Read ’em and you’ll understand how our CEO contributes to our culture, employee engagement, and resulting business success.
- “Corner Office” feature in the New York Times
- Top 20 CEO on Glassdoor
- Just this week, named 2016 CEO of the year by the Mass Technology Leadership Council
“Together we’re unlimited
Together we’ll be the greatest team
There’s ever been”
– Defying Gravity from “Wicked”