Solving the Customer Reference Program User Adoption Conundrum: New White Papers Provide Rx for Success

Point of Reference, the industry thought leader in customer reference management solutions (http://www.point-of-reference.com), has announced today the release of the first of two white papers to help companies achieve higher levels of user adoption of customer reference management programs in general, and customer reference management systems specifically. This first white paper, Customer Reference Management Systems: Overcoming the Eight Most Common Hurdles (http://www.point-of-reference.com/customer-reference-system-user-adoption/) is being released in conjunction with the Summit on Customer Engagement this week in Boston. The white papers are an addition to the extensive toolbox of free resources Point of Reference provides to support the customer reference community.

"As the customer reference management community matures, we believe user adoption takes center stage," said David Sroka, president and CEO of Point of Reference. "As with other aspects of customer reference programs, we felt it was time to collect our learnings from six years in this space and publish best practices that any organization can put to work."

Key information included in this first white paper includes:

1. Approaches for measuring adoption of your Reference Management System (RMS) 2. How to integrate sales into your reference initiative 3. Recommendations on establishing your RMS as a one stop shop 4. How data completeness and accuracy play into adoption 5. Ideas for optimizing the searchability of customer information 6. Guidance on hitting critical content mass for success 7. Advice on removing the accessibility hoops

"Our newest white papers provide pragmatic insights that will help you increase user adoption," Sroka said. "It can be frustrating at times, but with a focused effort you can achieve a realistic and reasonable adoption. These white papers and the other tools in our resource center are designed to help you achieve reference management nirvana."

Stay tuned for the release of A Guide to Increasing User Adoption of Customer Reference Programs. Our growing library of reference management tools also includes the Customer Reference Program Maturity Model (http://www.point-of-reference.com/mm/whitepaper.php), which provides an evolutionary roadmap for establishing and maintaining a comprehensive, world class Customer Reference Program; and the Customer Reference Program Marketing Plan (http://www.point-of-reference.com/marketing-plan-outline-for-creating-a-customer-reference-program/), which provides a step-by-step plan and timeline for establishing, promoting and measuring a formalized Customer Reference Program.

About Point of Reference(R): Point of Reference provides a full complement of customer reference management solutions to organizations determined to cultivate and capitalize on high value customer relationships. Primary business lines include ReferenceStor(TM), a hosted customer reference management software solution, and TruPoints(TM), recorded content development services based on a well-honed interview methodology. With Point of Reference, clients can finally orchestrate coordinated customer reference activities, inject references into sales and marketing opportunities with less time and hassle, and build a library of 24/7 available customer references to end burn-out. For more information, visit www.point-of-reference.com, or contact us at (800) 708-4857.

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