Going Social in a Collaboration Nation: Improve Client Relationships by Making Your Extranet Social

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  • Going Social in a Collaboration Nation: Improve Client Relationships by Making Your Extranet Social

    1. 1. Making the Extranet Social Matt Morse, Director, PerficientBrian Kellner, Executive Vice President, NewsGator
    2. 2. Agenda• Current State of Extranets• Making Extranets Social• The NewsGator Story• How to Get Started 2
    3. 3. What is an Extranet?Internet Extranet Intranet Sites Sites Sites 3
    4. 4. Making Extranets Social• What does it mean?• What are the motivations and opportunities? 7
    5. 5. What makes social solutions DIALOG
    6. 6. propelling the social enterpriseThe NewsGator Extranet NewsGator Technologies © 2012 – Company Confidential
    7. 7. Why eNGage?Customer Satisfaction / Build RelationshipsProduct Feedback / Roadmap InputCustomer SupportPartner Support / Expand Partner EcosystemDeveloper SupportMarketing to Customer BaseProduct Release Process NewsGator Technologies © 2012 – Company Confidential
    8. 8. AudienceCustomers Each customer has its own private community.Partners Partner Community is private and used for technical and sales support. Each partner gets a badge to help identify them.NewsGator Employees Building relationships with customers Answering support questions Fostering conversations between customers and partners NewsGator Technologies © 2012 – Company Confidential
    9. 9. Customer Satisfaction NewsGator Technologies © 2012 – Company Confidential
    10. 10. Customer Relationships Snow Club – A place for people to talk about arranging outdoor winter fun when they are in CO for the Collective. Industry-based Spheres: Financial Services , Healthcare NewsGator Technologies © 2012 – Company Confidential
    11. 11. Product Feedback NewsGator Technologies © 2012 – Company Confidential
    12. 12. Customer Support NewsGator Technologies © 2012 – Company Confidential
    13. 13. Partner Support
    14. 14. Developer Support NewsGator Technologies © 2012 – Company Confidential
    15. 15. MarketingNewsGator Technologies © 2012 – Company Confidential
    16. 16. Product Release Process NewsGator Technologies © 2012 – Company Confidential
    17. 17. LearningsLots of Internal StakeholdersAlignment of Varying Objectives and MethodsFocusing on Customer PerspectiveThe Community Owner ApproachWe are only just beginning… NewsGator Technologies © 2012 – Company Confidential
    18. 18. Results % MembersCommunity July-12 February-12 % Growth (Active Users)Driving Adoption 206 515 150% 41%NewsGator Collective 170 418 146% 33%NewsGator Developers N/A 226 N/A 18%Product Feedback N/A 367 N/A 29%Shared Training Resources 217 529 144% 42%Social Sites Best Practices 242 665 175% 53%• 318 Total Communities (Private and Public)• Community membership (public opt In) has more than doubled in last 7 months in every community! NewsGator Technologies © 2012 – Company Confidential
    19. 19. ResultsSince its • 234% Increase in Active Users • 116% Increase in Unique Visitors (Per Day Average)inception in • 81% Increase in Page Views (My Newsfeed)July 2011: • 130 Average ‘net new’ user accounts monthly Average # of events has tripled since Nov 2011 - from 100/day to 300/day! NewsGator Technologies © 2012 – Company Confidential
    20. 20. 28
    21. 21. Step 1: Understand yourusers
    22. 22. Step 2: Answer thisquestion:
    23. 23. Step 3: Make sure your culture is
    24. 24. Step 4: Startsmall
    25. 25. Getting Started1. Understand your users, and invest in user research2. Be able to answer the “Why?” question3. Make sure your culture is ready4. Start small, but be prepared to grow 33
    26. 26. Matt Morse Brian KellnerDirector, Perficient EVP, Productsmatt.morse@perficient.com briank@newsgator.com

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