Powering the New Customer-Conversation Driven Enterprise Through Lithium Communities and LARA Joe Cothrel Chief Community Manager Lithium

Lithium Technologies 100% growth in 2009 Over 120 employees Ranked #1 in our category by Forrester Research for both Services and Customers. Named to “JMP Hot100: The Best Privately Owned Software Companies” CRM Rising Star Award Customer success stories appearing in places like: NY Times Financial Times Forbes CRM Magazine USA Today Wall Street Journal 20MM registered users 100MM posts last year 3BN user sessions last year 1BN page views/month We power the world’s most successful and most vibrant customer communities.

Driving real ROI: Support $20M saved in call deflection $3M saved in call deflection 2M questions answered this year Customer Sat scores 15%

Driving real ROI: Promote Positive sentiment 300% Negative sentiment 50% 66% in spending 39% of all search engine traffic generated by the community 41% increase in spending

Driving real ROI: Listen $50M new market opportunity identified through community 300% in beta program participation 200 new product ideas generated in 30 days

Some Rules of Thumb for Forums 90-9-1 30-10-10 5-10 At any given time, 90% of users browse, 9% contribute casually, and 1% contribute frequently. Within a 30-day period, 10% of the people who see an invitation to community will come, and 10% of those will post. An average of 5-10 posts per day per forum or more is the point at which communities begin to grow consistently.

Some Rules of Thumb for Forums Promotion Structure Superusers Failing to properly promote the community is the #1 reason communities fail. Getting the topical structure wrong is the second most common failing. Finally, all that won’t matter if you can’t attract and keep those highly active users – some of whom are your customer advocates!

The Customer Network is the Opportunity Customer advocates or superusers drive success. Identify, cultivate, and grow the base of ‘superusers’ Average value of a customer advocate over $50,000/year Social map of community members

LEVERAGING LITHIUM COMMUNITIES AND OTHER CUSTOMER CONVERSATIONS THROUGH LARA Catherine van Zuylen VP of Product Marketing Attensity Americas