Lithium Overview - FutureGov Network


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Lithium Overview - FutureGov Network

  1. 1. Lithium: Measuring What Matters London , 15 February 2010 Lithium Technologies, Inc. 0
  2. 2. One Place to Manage the Social Web Forums Ideas Tribal Know- ledge Organization base Website Blogs Blogs Chat Content Moderation & Monitoring Your Company Listening Engine Reputation Management Home Base Outposts Passports 1 Priority: 1, Time Budget: ~50% Priority: 2, Time Budget: ~40%Inc. Lithium Technologies, Priority: 3, Time Budget: ~10%
  3. 3. Gaming Mechanics Lithium Technologies, Inc. 2
  4. 4. Reputation drives successful measurement Social map of community members Customer advocates or super-users drive success: “90-9-1” Rule Average value of a customer advocate over € 50’000/year* Reputation Engine identifies, cultivates, and grows the base of super- users *LinkedIn Survey Michael!Wu,!Principal!Scientist Lithium Technologies, Inc. 3
  5. 5. What does a superuser look like? Lithium Technologies, Inc. 4
  6. 6. Social Engagement Center Insights Analytical Community from Social!Web insights moderators Insights Data from from super- the Social users Social Web Engagement Center Take!Action Lithium Technologies, Inc. 5
  7. 7. Analytics drive insight and action More than 200 unique metrics – deepest in industry. On-demand charts showing progress over time for each metric. Regular reports that include our Community Health Index. Advanced benchmarking through our Active Assist offering. Lithium Technologies, Inc. 6
  8. 8. Measuring Community Health Lithium Technologies, Inc. 7
  9. 9. Benchmarking for Your Community Lithium Technologies, Inc. 8
  10. 10. Influencers: Find Those Who Really Influence • Attracting and retaining influencers is the single most important element in ensuring community success and ROI. Lithium Technologies, Inc. 9
  11. 11. Support ROI in the Engagement Center Lithium Technologies, Inc. 10
  12. 12. Lifecycle Benchmark: Users and Superusers Lithium Technologies, Inc. 11
  13. 13. Portability of Reputation Lithium Technologies, Inc. 12
  14. 14. Driving real ROI: Support $20M saved in call deflection $3M saved in call deflection 2M questions answered this year Customer Sat scores 15% Lithium Technologies, Inc. 13
  15. 15. Driving real ROI: Innovation $50M new market opportunity identified through community 300% increase in beta program participation 200 new product ideas generated in 30 days Lithium Technologies, Inc. 14
  16. 16. Driving real ROI: Sales & Marketing 66% increase in spending 39% of all search engine traffic goes to the community Positive sentiment 300% Negative sentiment 50% 41% increase in spending Lithium Technologies, Inc. 15
  17. 17. Complete solution has 5 key components Meets user needs with a best-in-industry reputation system and dozens of personalization options, including portability of reputation. Meets community staff needs with hundreds of configuration options and robust notifications, filters, and metrics. Meets organization needs with advanced integrations and a fast, secure, and scalable SaaS platform. Lithium Technologies, Inc. 16
  18. 18. Lithium Mobile ANY DEVICE WHERE TIME Lithium Technologies, Inc. 17
  19. 19. #1 in Customer Community Success We power the most successful and most vibrant customer communities and networks in the world Number 1 client list according to Forrester Research November 2009: 129 customers and 241 live communities publicly launched 2 billion messages/views per month, 100% growth year to year 18 Lithium Technologies, Inc.