Success Is More than Attendance


Client Engagement Blog Series

Before, we talked about creating a company-wide culture of business continuity management in our Company Engagement Series, from taking the first steps and getting priorities together to checking in on your program. So now that you have your company engaged, let’s talk about engaging your client. In the Client Engagement Series, we share insights on what we’ve learned while growing our client engagement program. Here we explore the strength of your user group program.


People speaking in a group around a tableYou have a technology user group or client engagement program … and people are coming to your meetings! Is that how you measure the success of your program? Or is success more than attendance?

At Fusion Risk Management, we believe that success for a user group/client engagement program involves much more than simple attendance. In fact, since it is a user group or client engagement program, we believe that success must be measured by those things that our users or clients consider to be important. To determine what metrics to use to assess the efficacy of our program and to actually see how we are doing by those metrics, we ask for feedback from every member at every meeting. We’d like to share three of the top metrics we have identified so you can apply them as appropriate to your user group/client engagement program. Here goes!

Sharing

User groups/client engagement meetings are all about sharing information. However, you shouldn’t have your own experts do all the sharing! Sharing needs to take place among all the people who attend the meeting. Clients can share their success stories, best practices, lessons learned, tech tips, and – of course – their questions. At each meeting, you can ask attendees what they would be interested in learning about or sharing about at future meetings, and ask their feedback on the quality and relevance of the various presentations/discussions that took place at the current meeting.

Connecting

For your user group/client engagement program to be strong, sustainable, and dynamic, you need to build a true community, connecting people locally, regionally, globally, and virtually. Participants want to be connected with their peers and with industry experts. They want to be able to collaborate with one another and network with one another inside and outside of scheduled user group/client engagement meetings.

Growing

If you want to truly set your user group/client engagement program apart from the rest, help your members to grow professionally. Make sure you are actively engaged in advancing their program and supporting their business goals. Encourage them to speak at industry conferences or participate in panel discussions. Give them the confidence to apply for industry awards. Boost their career growth, and your clients will give you their total loyalty!

Attendance is the first step in any user group/client engagement program. Creating an environment where people can share, connect, and grow is what truly makes for success

Regional User Group Program

We are committed to the success of our clients and building a community that inspires others! Learn more about our the program!

Is Your User Group Limping Along or Growing Strong?


Client Engagement Blog Series

Before, we talked about creating a company-wide culture of business continuity management in our Company Engagement Series, from taking the first steps and getting priorities together to checking in on your program. So now that you have your company engaged, let’s talk about engaging your client. In the Client Engagement Series, we share insights on what we’ve learned while growing our client engagement program. Here we explore the strength of your user group program.


People in a group talkingLots of tech companies have user groups – and a lot of those user groups limp along half-heartedly with inconsistent and often dwindling attendance. In contrast, a prospect recently came to our Fusion user group in London. He was astounded and said to me, “The vibe in this room is amazing. People are excited to be here. People are relaxed. People are telling stories. People consider this a trusted, safe environment. This is not a sales event; it’s a place where people get excited about opportunities, excited to learn more, excited to hear from other people, excited to go back to the office and employ what they’ve discovered. There’s an almost tangible trust in the room – people are comfortable talking about challenges and brainstorming with other client on how to overcome or solve those challenges.”

Quite honestly, I could end this blog right there, because his comments say it all. But let me enumerate the key points.

First, to grow a strong and sustainable user group – or, as we prefer to term it, a client engagement program – you need to deliver value to your clients. That means putting your clients and their needs first. If you put your company first and just try to cross-sell or up-sell your products and services, your clients will be annoyed. They will recognize that the “user group” is actually just a sales event and feel that they have been subject to a “bait and switch.” Instead, you want your clients to feel that they have received great value for the investment of their time, concentration, and interaction.

Second, to deliver value, you need to create opportunities for engagement. In other words, don’t just talk “at” your clients! Even if you are providing great information, talking “at” people is a sure way to see their eyes glaze over in boredom. You need to engage them. For example, have your clients act as presenters. Encourage attendees to ask questions, make comments, request more information, and even challenge something that is stated. Facilitate break-out sessions where attendees can interact with one another about a given topic. You want people to talk, because talking generates excitement!

Third, to encourage engagement, you need to build a culture of trust. Be clear that this is a place where questions can be asked, problems can be raised, and issues can be discussed. Foster an environment of mutual respect, where not only are your own internal experts offering help, but clients are helping clients, sharing their knowledge and experience freely.

When you deliver value, create opportunities for engagement, and build a culture of trust, you will grow a strong and sustainable user group/client engagement program. Plus, you’ll find that your business goals for new leads, new clients, and new sales are also met as a natural outgrowth of your program! After all, when your current clients are engaged and excited, they are going to look for more ways to use your products and services, and they will spread the word to their peers and colleagues.

Don’t settle for a client engagement program that limps along … take action to help it grow strong!

Regional User Group Program

We are committed to the success of our clients and building a community that inspires others! Learn more about our our program and find a group near you!

The Rising Uptake of ISO 22301 Standard, Why?

Woman preparing documentsThe ISO 22301 is the international standard that helps organisations to protect against and recover from disruptive incidences when they happen. It provides a systematic approach to business continuity management. Essentially, ISO 22301 is about creating your business continuity programme, or what some may call your “business continuity management system.” This is designed to protect your business, your reputation, and to minimise financial loss in the case of an incident.

The standard is also industry agnostic and is applicable to any sized organisation. You can focus on alignment or certification of a selected part of the organisation. Hence, a specific site or operation for example. This makes the adoption of this standard easier.

The most obvious purpose of business continuity management can hardly be overstated. Thousands of businesses have saved time and money by getting back up and running quickly after a disruption. Some even owe their survival to it, so you can understand why the uptake of alignment to the standard is increasing.

In today’s fast-moving world, we see many threats from which we need to protect ourselves. This ranges from extreme weather, cyber-crime, terrorism, and complex supply chains. All of the aforementioned put demands on businesses to ensure that they have robust and resilient programmes in place to quickly recover from any kind of threat. Many see that having a systematic approach to business continuity management, which the ISO 22301 offers, provides the reassurance that their business is protected, reputation secured, and minimal financial loss in the case of an incident. Many see this standard as security that ensures that their business will not steer off course by the unexpected.

It is more commonplace that there are strict guidelines on business continuity management for vendor management. The ISO is a great stamp of approval that puts organisations at a competitive advantage and this differentiates you from your competitors.

Some of the main drivers for the uptake are to:

  • Strengthen your organization’s reputation
  • Create or mature your business continuity programme
  • Align to an internationally recognized standard
  • Identify gaps in your business continuity programme

We know that there is a growing uptake, but how can you translate this to ensure that your programme is ready and following the best practice? For more information, please view our joint webinar with Everbridge.

You will learn about:

  • The importance of building your internal BCMS
  • Aligning guidance to this
  • Simplifying the effort of your documentation to support this standard
  • The use of a relational database
  • Gap analysis and key quick communication at the time of an incident

To book a demonstration of the Fusion Framework System, please fill out our demo form.

Don’t Just Champion Your Company – Champion Your Clients!


Client Engagement Blog Series

Before, we talked about creating a company-wide culture of business continuity management in our Company Engagement Series, from taking the first steps and getting priorities together to checking in on your program. So now that you have your company engaged, let’s talk about engaging your clients. In the Client Engagement Series, we share insights on what we’ve learned while growing our client engagement program. Here we explore championing your clients.


Fusion panel Technology user groups are fantastic for letting clients know how they can take full advantage of your products, services, and solutions to optimize operations at their business. But in the midst of championing your company, bear in mind that user groups are also a prime opportunity to champion your clients!

Championing your clients is about finding ways to promote a client’s professional growth, program achievements, and company success. It is client-centric: your primary goal is to help your clients as individuals and companies to shine. As a by-product, of course, championing your clients will also shine a positive light on your own business and solutions! It’s a win-win situation all around.

There are two big ways that you can champion your clients. First, you can give them plenty of opportunities for speaking engagements. For example, at our Fusion Risk Management regional user groups, we always feature a client in a “Spotlight” by asking them to give a presentation to the group. This gives them the chance to show how their program is growing in scope and depth and to pass on their learnings to the group. Then, at our annual Solutions conference, we have multiple opportunities for them to speak before a much larger audience of their peers.

Webinars are another venue to give your clients a voice in the industry. We partner with ours to give joint webinars on timely and relevant topics. Webinars enable clients to have a voice before an audience that is broader than their fellow Fusion users.

But do not limit speaking engagements to your own company events. Encourage your clients to speak at industry conferences as well, either as presenters or as panelists. Many people are hesitant to put themselves forward in this way. You can be the catalyst to get people “on the stage” to gain industry recognition for their accomplishments and expertise – it’s a great way to help them promote their profession, program, and company all in one!

The second way to champion your clients is through publication opportunities. For example, invite them to submit blogs that you can post on your website and promote through social media. After all, it can be tough to generate good content for your blog on an ongoing basis … why not ask your clients to be guest contributors? They get their name in the limelight, and you get great content!

For something a bit meatier, ask your best clients to be the subject of a case study – or, as we prefer to term it, a client success story. Vary the approach you take to these success stories to keep it interesting. For instance, at Fusion, we have success stories that zero in on specific accomplishments such as automating site risk assessments, achieving ISO certification, and maximizing the value of data across the enterprise.

Again, do not restrict your ideas about publication opportunities to what you have in-house. Urge your clients to apply for industry awards. People may not be aware that their accomplishments are award-worthy, or know how or where to submit a nomination form. Keep up-to-date on various industry award opportunities and shoulder tap clients whose accomplishments are relevant to the various awards. Awards can be a great boost for a client’s career, program, and company.

Essentially, championing your clients is about encouraging them to be proud of what they have achieved and providing avenues for them to share their story. As you promote your clients and cheer them on to new heights, you will find that your company’s solutions get glowing reviews as well. Everybody wins!

Regional User Group Program

We are committed to the success of our clients and building a community that inspires others! Learn more about our Regional User Group Program.

Community Spotlight: Renuka Darbha

The Community Spotlight Blog Series highlights some of the amazing members of the Fusion community and the great things they are doing in the industry. Our first spotlight is Renuka Darbha with Box.


Renuka Darbha

Renuka Darbha

Director of Compliance – Enterprise Risk & Business Resiliency for Box

At Box, Renuka Darbha is responsible for the Enterprise Risk Management & Business Resiliency programs. This includes Corporate Crisis Management, Business Continuity, Emergency Management, and Disaster Recovery Program leveraging industry best practices and standards.


Tell me about yourself and your role at Box.

I joined Box about four and a half years ago with the intent of building out a simplistic business continuity program. But as soon as I got here, it was clear this organization had to think above and beyond your typical business continuity, check-the-box activity. I developed the business continuity program from the ground up, and since then, it’s developed into this mature process that now includes emergency management, crisis management, and disaster recovery.

How have you seen Box evolve?

We went from the crawl, to walk, to run phases pretty quickly, especially as we had to keep up with changing technology, customer requirements, and, of course, laws and regulations. We didn’t have much breathing room to take the time and think about what specific areas of business continuity management we need to focus on, which had its advantages and disadvantages. For example, if you’re given too many options, you run the risk of going down a rabbit hole. Too many people weighing in on program do’s and don’ts can you lead you to nowhere. Both of these can stop you from having a really good, easily understood program.

In an environment with quick decision making, you have to be able to shift at any given moment and restructure. That not only keeps things exciting for me personally but also for our employees and our leadership. Having a program that is not just sticking to what’s in the box and being able to be creative and think differently is what attracted them to this process. 

What is one of your biggest accomplishments at Box or in the industry?

The level that this program went to in a short amount of time is phenomenal to me. I say that because I’ve been at various companies and a lot of them were very rigid. They didn’t offer much room for free form thinking. Here, if you fail, that’s okay. Just move on, and try something new. They encourage that, and with that kind of environment, you really can do quite a lot. So not only was I able to fully build out the business continuity management program, but also even the individual competencies like emergency management, crisis, and disaster recovery. Those are huge programs in themselves, and that takes a lot of good structure, framework, and planning.

Being able to do that in a high-pace environment, and seeing it be successful, is fantastic! And not to mention, I am responsible for enterprise risk management, which has received the traction and visibility it needed. We have a really good rapport with our audit committee, which I am very proud of because it gives us the ability to speak about concerns openly within our organization.

 What are some new innovations happening at Box?

The biggest buzzword right now is AI. That’s something that’s huge – not only with us but also in the industry. A lot of high-tech companies are implementing machine learning AI capabilities in everything. That is something we’re also trying to stay ahead of. There is a lot happening in that space, and we are trying to get creative on how we are going to approach that. I think for many it’s a black hole, to be honest because you just don’t know what is there, and you don’t know where it will end. All you do know is that it exists, and it’s going to happen.

Tell me about the impacts of new laws and regulations.

A good example would be GDPR. When I first started here, privacy was always a big concern, especially in our European market, but there was never really anything anyone could do to address it. But once GDPR started to come to light, we were actually pretty quick in adjusting, and not only from a business continuity management mindset but also the way we approached data protection within the organization. There are so many things we just take for granted if we don’t have these laws in place, so we had to quickly pivot around how we were approaching security and data. That was a really big one that impacted the business continuity management program, our organization and what we do as a business.

Brexit is another area we will need to quickly adjust for.  As a whole, we’ve come to a really good time in our processes where we’ll be able to address this. If we are not ahead of it and paying attention to key risk factors, it could go very differently.

Why do you enjoy this industry?

I really enjoy this industry for many reasons, but the biggest one is that it is constantly changing. When I first started right out of undergrad, I joined Motorola. At the time, they hired me for a specific role, but then quickly asked me to focus on something completely new to me, disaster recovery. They hand-picked a bunch of us (fresh graduates) to learn about disaster recovery and build it out in our organization. At the time, I wasn’t even sure what disaster recovery truly was, but as I learned more about it, I found it to be very intriguing. 

How do you stay involved in the industry?

Network with other practitioners in the industry. That’s the key. Those opportunities exist if you go to conferences and participate in your local professional groups or organizations. But honestly, the past couple years that we have been participating with the Fusion regional user groups: that has been very beneficial! The RUGs are really driving (not just the software we are using) us to understand how other industries are approaching the same problems that we are dealing with. These types of opportunities to meet in general are so valuable, and the good thing is we all understand how valuable it is so we take advantage of those sessions. It’s really about getting yourself out there, spreading your story. When you do that people will chime in and that’s when you have those great conversations.

What’s a fun fact about you?

I really love to cook. I invent my own recipes. Cooking is my outlet. I love to do it when I am having a bad day and it just lifts me up!

Business Continuity isn’t Boxed-in at Box

To learn more about Renuka and Box, check out our customer success story.