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Empowered: Unleash Your Employees, Energize Your Customers, and Transform Your Business by Ted Schadler, Josh Bernoff

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8. is your company ready for HEROes?

Rachel Nislick and Robin Saitz just wanted to find a new way to reach out to customers. It wasn’t their intention to transform their company, but that’s what ended up happening.

Rachel is an energetic young woman who runs the Web site for PTC, one of the largest providers of CAD (computer-aided design) and PLM (product lifecycle management) software in the world. In late 2007, she conceived the idea of creating an online community for PTC’s customers. As we described in chapter 3, communities have significant benefits, including helping customers to get support, opening up an environment to sound out new product features, and surfacing enthusiastic customers who can become valuable company advocates. So Rachel ...

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