Join the Groundswell in Enterprise Social Software! April 3, 2008 Guests: Josh Bernoff, VP & Principal Analyst, Forrester Research Joe Cothrel, VP of Community, Lithium Technologies

Welcome! Josh Bernoff VP & Principal Analyst Forrester Research Joe Cothrel VP of Community Management Services Lithium Technologies

About Lithium Technologies

Definition Groundswell A social trend in which people use technologies to get the things they need from each other, rather than from traditional institutions like corporations

Groundswell A social trend in which people use technologies to get the things they need from each other, rather than from traditional institutions like corporations

The four-step approach to the groundswell People Objectives Strategy Technology P O S T

How your company sees consumers

How you should see consumers

Groundswell Case: Dell

Groundswell Case: Linksys

Lithium customers joining the groundswell

The role of customer communities Customer communities are the starting point for enterprise social media. Because they are persistent. Because they begin at the point of customer need. Because they support different levels of interaction. Because they allow experts and influencers (“superusers”) to emerge.

Customer communities are the starting point for enterprise social media.

Because they are persistent.

Because they begin at the point of customer need.

Because they support different levels of interaction.

Because they allow experts and influencers (“superusers”) to emerge.

What makes communities successful Successful enterprise communities depend on 7 factors . Executive support. A target audience of sufficient size. Effective methods for promotion. Secure, scalable, and manageable technology. Features that serve both average users and superusers. A sound management and moderation program. Good measurement and analysis.

Successful enterprise communities depend on 7 factors .

Executive support.

A target audience of sufficient size.

Effective methods for promotion.

Secure, scalable, and manageable technology.

Features that serve both average users and superusers.

A sound management and moderation program.

Good measurement and analysis.

How superusers power the groundswell Company CRM User DB Analytics Contact Center SOA and Mashups Reputation RSS, SOA, Mashups, Widgets, and Social Bookmarking Customer Community Influencers and Experts Content Sharing Social Networking Tribal Knowledge Base (Wikis) Blogs Conversations in the blogosphere and global community

You don’t need to guess There’s a large base of experience out there on successful communities – use it. At Lithium, we’ve spent 10 years of creating some of the largest communities on the web, for some of the largest companies in the world. We power communities with our technology but we also manage communities, so we know what works . And as an on-demand provider, we have the data to prove it.

There’s a large base of experience out there on successful communities – use it.

At Lithium, we’ve spent 10 years of creating some of the largest communities on the web, for some of the largest companies in the world.

We power communities with our technology but we also manage communities, so we know what works .

And as an on-demand provider, we have the data to prove it.

Q&A Josh Bernoff VP & Principal Analyst Forrester Research Joe Cothrel VP of Community Management Services Lithium Technologies

Q&A

Thanks! Join the Groundswell in Enterprise Social Software! Josh Bernoff VP & Principal Analyst Forrester Research Joe Cothrel VP of Community Management Services Lithium Technologies

Thanks!