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?

7

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?

28

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

33

CONTACT US

Matt MorseDirector, Perficientmatt.morse@perficient.com

Brian KellnerEVP, Productsbriank@newsgator.com