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Making the Extranet SocialMatt Morse, Director, Perficient
Brian Kellner, Executive Vice President, NewsGator
Agenda
• Current State of Extranets• Making Extranets Social• The NewsGator Story• How to Get Started
2
What is an Extranet?
3
Internet Sites
Intranet Sites
Extranet Sites
File Dump
Moderated Forum
Making Extranets Social
• What does it mean?• What are the motivations and
opportunities?
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DIALOGUE
What makes social
solutions work?
propelling the social enterprise
The NewsGator Extranet
NewsGator Technologies © 2012 – Company Confidential
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
Audience
CustomersEach customer has its own private community.
PartnersPartner Community is private and used fortechnical and sales support.Each partner gets a badge to help identify them.
NewsGator EmployeesBuilding relationships with customersAnswering support questionsFostering conversations between customers and partners
NewsGator Technologies © 2012 – Company Confidential
Customer Satisfaction
NewsGator Technologies © 2012 – Company Confidential
Customer Relationships
NewsGator Technologies © 2012 – Company Confidential
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
Product Feedback
NewsGator Technologies © 2012 – Company Confidential
Customer Support
NewsGator Technologies © 2012 – Company Confidential
Partner Support
Developer Support
NewsGator Technologies © 2012 – Company Confidential
Marketing
NewsGator Technologies © 2012 – Company Confidential
Product Release Process
NewsGator Technologies © 2012 – Company Confidential
Learnings
Lots of Internal StakeholdersAlignment of Varying Objectives and MethodsFocusing on Customer PerspectiveThe Community Owner ApproachWe are only just beginning…
NewsGator Technologies © 2012 – Company Confidential
Results
NewsGator Technologies © 2012 – Company Confidential
Community July-12February-
12 % Growth
% Members (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!
Results
NewsGator Technologies © 2012 – Company Confidential
• 234% Increase in Active Users• 116% Increase in Unique Visitors (Per Day
Average)• 81% Increase in Page Views (My Newsfeed)• 130 Average ‘net new’ user accounts monthly
Average # of events has tripled since Nov 2011 - from 100/day to 300/day!
Since its inception in July 2011:
HOW DO I START?
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Step 1: Understand your users
Step 2: Answer this question:
WHY?
Step 3: Make sure your culture is ready
Step 4: Start small
Getting Started
1. Understand your users, and invest in user research
2. Be able to answer the “Why?” question3. Make sure your culture is ready4. Start small, but be prepared to grow
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