Forrester Web Strategist Jeremiah Owyang Reviews QuickBooks’ Community Strategy
by Jon Husband
Services like Intuit’s SaaS QuickBooks represent the kinds of web-enabled databases that will support the workplace of the future (which increasingly will consist of connected communities of customers, employees, vendors and other stakeholders).
In this comprehensive blog post outlining an interview Forrester’s Jeremiah Owyang recently carried out with Scott Wilder, one of Intuit’s practice leaders and community champions, they explored Quickbook’s value proposition, capabilities and challenges.
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Intuit Bakes Community Directly in Quickbooks Product
Left Image: This sample screenshot of the embedded community experience from the Quickbooks site.
Over the next few years, expect your friends and network of experts to be interacting with you as you use desktop software –community will be integrated within your products.
This weekend, I had a discussion with Scott Wilder at Intuit, who is one of the practice leaders when it comes to community and how it impacts business. He’s one of those leading the charge at Intuit, who has developed very large communities that thrive beyond the product itself and serve the lifestyle of the community.
Scott discussed his strategy of embedding the community features right in the software products –extending the discussion, network, and peer to peer strategy past awareness, consideration, purchase all the way to support and development. Although this is mainly a supporting objective, when brands embed community this close it’s naturally going to lead to ‘embracing’. Watch this video to learn about all five objectives: listening, talking, energizing, supporting and embracing.
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How can this cascade to other products? Microsoft, Dell, Oracle, SAP, IBM, HP, Symantec, Electronic Arts, Hitachi, Adobe, Autodesk, and Apple can start to embed community into their desktop operating system and software. TV shows can start to allow users to embed community actually on the TV set (we saw an early taste of this with Current TV during the elections), and the possibilities can continue on.
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All of this points to the larger trend how people are connecting to each other, and forming their own power bases, some companies who embrace this stand to benefit –but only if they are prepared.
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