1. Making the Extranet Social
Matt Morse, Director, Perficient
Brian Kellner, Executive Vice President, NewsGator

2. Agenda
• Current State of Extranets
• Making Extranets Social
• The NewsGator Story
• How to Get Started
2

3. What is an Extranet?
Internet Extranet Intranet
Sites Sites Sites
3

7. Making Extranets Social
• What does it mean?
• What are the motivations and
opportunities?
7

8. What makes
social
solutions
DIALOG

14. propelling the social enterprise
The NewsGator Extranet
NewsGator Technologies © 2012 – Company Confidential

15. Why eNGage?
Customer Satisfaction / Build Relationships
Product Feedback / Roadmap Input
Customer Support
Partner Support / Expand Partner Ecosystem
Developer Support
Marketing to Customer Base
Product Release Process
NewsGator Technologies © 2012 – Company Confidential

16. Audience
Customers
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

17. Customer Satisfaction
NewsGator Technologies © 2012 – Company Confidential

18. 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

19. Product Feedback
NewsGator Technologies © 2012 – Company Confidential

20. Customer Support
NewsGator Technologies © 2012 – Company Confidential

21. Partner Support

22. Developer Support
NewsGator Technologies © 2012 – Company Confidential

23. Marketing
NewsGator Technologies © 2012 – Company Confidential

24. Product Release Process
NewsGator Technologies © 2012 – Company Confidential

25. Learnings
Lots of Internal Stakeholders
Alignment of Varying Objectives and Methods
Focusing on Customer Perspective
The Community Owner Approach
We are only just beginning…
NewsGator Technologies © 2012 – Company Confidential

26. Results
% Members
Community 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

27. Results
Since 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

28. 28

29. Step 1: Understand your
users

30. Step 2: Answer this
question:

31. Step 3: Make sure your culture is

32. Step 4: Start
small

33. Getting Started
1. Understand your users, and invest in user
research
2. Be able to answer the “Why?” question
3. Make sure your culture is ready
4. Start small, but be prepared to grow
33

34. Matt Morse Brian Kellner
Director, Perficient EVP, Products
matt.morse@perficient.com briank@newsgator.com