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{{Short description|Customer who publicly endorses a product}} {{Short description|Customer who publicly endorses a product}}
In ] ] and ], a '''reference customer''' is a high profile customer who agrees to publicly endorse a vendor's product, receiving in exchange various benefits such as improved support, influence over the product's future direction, access to their senior leadership team, or discounts.<ref>{{Cite journal |last=Jalkala |first=Anne |last2=Salminen |first2=Risto T. |date=2010-08-01 |title=Practices and functions of customer reference marketing — Leveraging customer references as marketing assets |url=https://www.sciencedirect.com/science/article/abs/pii/S0019850110000994 |journal=Industrial Marketing Management |series=IMP 2009: Handling Plurality of Relationship Forms in Networks |volume=39 |issue=6 |pages=975–985 |doi=10.1016/j.indmarman.2010.06.017 |issn=0019-8501}}</ref><ref>{{Cite journal |last=Ruokolainen |first=Jari |date=2008-01-01 |title=Constructing the first customer reference to support the growth of a start‐up software technology company |url=https://www.emerald.com/insight/content/doi/10.1108/14601060810869893/full/html |journal=European Journal of Innovation Management |volume=11 |issue=2 |pages=282–305 |doi=10.1108/14601060810869893 |issn=1460-1060}}</ref><ref>{{Cite journal |last=Jaakkola |first=Elina |last2=Aarikka-Stenroos |first2=Leena |date=2019-07-01 |title=Customer referencing as business actor engagement behavior – Creating value in and beyond triadic settings |url=https://www.sciencedirect.com/science/article/abs/pii/S0019850116303510 |journal=Industrial Marketing Management |volume=80 |pages=27–42 |doi=10.1016/j.indmarman.2018.06.014 |issn=0019-8501}}</ref> A reference customer program (or customer reference program) represents a formalised business process involving the identification of potential reference accounts, internal processes of validating their appropriateness as reference customers, approaching the customer with the offer to join the program and selling them on its benefits, seeking the customer's consent to join and obtaining legal permissions to use their name and logo in marketing collateral, organising opportunities to leverage the reference customer base throughout the sales process (such as by having them join sales calls), and ensuring the reference customers are continuing to experience the arrangement as mutually beneficial.<ref>{{Cite journal |last=Drews |first=Paul |date=2012-07-29 |title=Innovation Bazaar: Organizing the Exchange of Hospitals’ Local IT Innovations |url=https://aisel.aisnet.org/amcis2012/proceedings/EndUserIS/15/ |journal=AMCIS 2012 Proceedings}}</ref><ref>{{Cite journal |last=Schreieck |first=Maximilian |last2=Wiesche |first2=Manuel |last3=Krcmar |first3=Helmut |date=2022-01-01 |title=From Product Platform Ecosystem to Innovation Platform Ecosystem: An Institutional Perspective on the Governance of Ecosystem Transformations |url=https://aisel.aisnet.org/jais/vol23/iss6/9/ |journal=Journal of the Association for Information Systems |volume=23 |issue=6 |pages=1354–1385 |doi=10.17705/1jais.00764 |issn=1536-9323}}</ref> Commonly, the ownership and overall management of a reference customer program belongs to ].<ref>{{Cite book |last=Wagenblatt |first=Timo |url=https://books.google.com/books?id=6RynDwAAQBAJ&pg=PA389 |title=Software Product Management: Finding the Right Balance for YourProduct Inc. |date=2019-08-02 |publisher=Springer |isbn=978-3-030-19871-8 |language=en}}</ref> In ] ] and ], a '''reference customer''' is a high profile customer who agrees to publicly endorse a vendor's product, receiving in exchange various benefits such as improved support, influence over the product's future direction, access to their senior leadership team, or discounts.<ref>{{Cite journal |last=Jalkala |first=Anne |last2=Salminen |first2=Risto T. |date=2010-08-01 |title=Practices and functions of customer reference marketing — Leveraging customer references as marketing assets |url=https://www.sciencedirect.com/science/article/abs/pii/S0019850110000994 |journal=Industrial Marketing Management |series=IMP 2009: Handling Plurality of Relationship Forms in Networks |volume=39 |issue=6 |pages=975–985 |doi=10.1016/j.indmarman.2010.06.017 |issn=0019-8501}}</ref><ref>{{Cite journal |last=Ruokolainen |first=Jari |date=2008-01-01 |title=Constructing the first customer reference to support the growth of a start‐up software technology company |url=https://www.emerald.com/insight/content/doi/10.1108/14601060810869893/full/html |journal=European Journal of Innovation Management |volume=11 |issue=2 |pages=282–305 |doi=10.1108/14601060810869893 |issn=1460-1060}}</ref><ref>{{Cite journal |last=Jaakkola |first=Elina |last2=Aarikka-Stenroos |first2=Leena |date=2019-07-01 |title=Customer referencing as business actor engagement behavior – Creating value in and beyond triadic settings |url=https://www.sciencedirect.com/science/article/abs/pii/S0019850116303510 |journal=Industrial Marketing Management |volume=80 |pages=27–42 |doi=10.1016/j.indmarman.2018.06.014 |issn=0019-8501}}</ref> A reference customer program (or customer reference program) represents a formalised business process involving the identification of potential reference accounts, internal processes of validating their appropriateness as reference customers, approaching the customer with the offer to join the program and selling them on its benefits, seeking the customer's consent to join and obtaining legal permissions to use their name and logo in marketing collateral, organising opportunities to leverage the reference customer base throughout the sales process (such as by having them join sales calls), and ensuring the reference customers are continuing to experience the arrangement as mutually beneficial.<ref>{{Cite journal |last=Drews |first=Paul |date=2012-07-29 |title=Innovation Bazaar: Organizing the Exchange of Hospitals’ Local IT Innovations |url=https://aisel.aisnet.org/amcis2012/proceedings/EndUserIS/15/ |journal=AMCIS 2012 Proceedings}}</ref><ref>{{Cite journal |last=Schreieck |first=Maximilian |last2=Wiesche |first2=Manuel |last3=Krcmar |first3=Helmut |date=2022-01-01 |title=From Product Platform Ecosystem to Innovation Platform Ecosystem: An Institutional Perspective on the Governance of Ecosystem Transformations |url=https://aisel.aisnet.org/jais/vol23/iss6/9/ |journal=Journal of the Association for Information Systems |volume=23 |issue=6 |pages=1354–1385 |doi=10.17705/1jais.00764 |issn=1536-9323}}</ref> Commonly, the ownership and overall management of a reference customer program belongs to ].<ref>{{Cite book |last=Wagenblatt |first=Timo |url=https://books.google.com/books?id=6RynDwAAQBAJ&pg=PA389 |title=Software Product Management: Finding the Right Balance for YourProduct Inc. |date=2019-08-02 |publisher=Springer |isbn=978-3-030-19871-8 |pages=389 |language=en}}</ref>


== References == == References ==

Revision as of 20:49, 13 January 2025

Customer who publicly endorses a product

In B2B sales and marketing, a reference customer is a high profile customer who agrees to publicly endorse a vendor's product, receiving in exchange various benefits such as improved support, influence over the product's future direction, access to their senior leadership team, or discounts. A reference customer program (or customer reference program) represents a formalised business process involving the identification of potential reference accounts, internal processes of validating their appropriateness as reference customers, approaching the customer with the offer to join the program and selling them on its benefits, seeking the customer's consent to join and obtaining legal permissions to use their name and logo in marketing collateral, organising opportunities to leverage the reference customer base throughout the sales process (such as by having them join sales calls), and ensuring the reference customers are continuing to experience the arrangement as mutually beneficial. Commonly, the ownership and overall management of a reference customer program belongs to product management.

References

  1. Jalkala, Anne; Salminen, Risto T. (2010-08-01). "Practices and functions of customer reference marketing — Leveraging customer references as marketing assets". Industrial Marketing Management. IMP 2009: Handling Plurality of Relationship Forms in Networks. 39 (6): 975–985. doi:10.1016/j.indmarman.2010.06.017. ISSN 0019-8501.
  2. Ruokolainen, Jari (2008-01-01). "Constructing the first customer reference to support the growth of a start‐up software technology company". European Journal of Innovation Management. 11 (2): 282–305. doi:10.1108/14601060810869893. ISSN 1460-1060.
  3. Jaakkola, Elina; Aarikka-Stenroos, Leena (2019-07-01). "Customer referencing as business actor engagement behavior – Creating value in and beyond triadic settings". Industrial Marketing Management. 80: 27–42. doi:10.1016/j.indmarman.2018.06.014. ISSN 0019-8501.
  4. Drews, Paul (2012-07-29). "Innovation Bazaar: Organizing the Exchange of Hospitals' Local IT Innovations". AMCIS 2012 Proceedings.
  5. Schreieck, Maximilian; Wiesche, Manuel; Krcmar, Helmut (2022-01-01). "From Product Platform Ecosystem to Innovation Platform Ecosystem: An Institutional Perspective on the Governance of Ecosystem Transformations". Journal of the Association for Information Systems. 23 (6): 1354–1385. doi:10.17705/1jais.00764. ISSN 1536-9323.
  6. Wagenblatt, Timo (2019-08-02). Software Product Management: Finding the Right Balance for YourProduct Inc. Springer. p. 389. ISBN 978-3-030-19871-8.


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