Name With The Face: Marie Brett
Job Title: Manager, Customer Marketing & Studio D
Organization: EMC Documentum
With the online Studio D "customer community lounge," EMC Documentum, a provider of enterprise content management solutions, has focused significant efforts on the recruitment of customer references. "Studio D is primarily for customers to network and share best practices with each other virtually," says Marie Brett, manager, Customer Marketing & Studio D. "We've got discussion forums and member search by product, solution, and industry. Customers—including developers, VP of ebusiness, director of IT, and the C-level—can find other members of Studio D and connect with them through the site."
The second part of the Studio D program is a reference and rewards program. "By joining Studio D, a customer has to be willing to do some kind of reference activity," Brett says. "They might take a call from a potential customer, become a case study, or do a video." When customers participate, they get points that they can exchange for passes to user conferences, credit for training programs, charitable donations, and Studio D gear. "We make being a reference for EMC Documentum fun, but we also want to provide tangible benefits. When customers invest in a software product, they want to help and network with each other."
In A Day's Work
Brett and her colleagues call themselves Studio D hosts. "We build one-to-one, personal relationships with the customers," she says. "Each of the Studio D hosts maintains close personal relationships with 50 or 60 members, and now we have 1,200 members worldwide." Brett works with others in the marketing department when they need a customer reference or a quote. "Right now we have a request for a customer quote in the Oil & Gas business for a magazine. So I look for the best customer and then work with the customer on the interview opportunity to get them prepared."
Oddest Member Encounter
"Our user conference allows me to match faces of people I've interacted with to their names. I had a customer say, ‘Now that I've met you, I'll return your calls!'"
View From The Desk
"I've got what we call ‘prime real estate,' which is a cube with a window."
"I have two 80-pound black Labrador retrievers. I love taking them swimming and to the park to play Frisbee."
If Not Econtent, Then What?
"I'd work for a nonprofit in the animal welfare area."