1. Joe Cothrel, Chief Community Officer Community Management 2.0:Managing the Customer Network

2. A transformation affecting every business Interact Listen Respond 1995-2005 2005-2015 2015-2025 Enabling interaction so that customers can help each other. Listening to customers to better understand their experiences and needs. Dynamically creating products and processes in partnership with customers.

3. We’re not talking about the role of the community manager.

4. It takes a company Community-Specific Roles Business Roles Involved with Community Analyst Community Manager Community Marketing Manager Community Moderator Community Strategist CRM and Community Manager Digital Strategy Director, Community Director, Social CRM Forum Administrator Global Community Manager Manager, Global Social Media Strategy Customer Marketing Customer Support Representative Director Customer Support Director of Marketing Director, Customer Operations Director, Product Development Ecare Manager eSupport Manager Manager, Communications Manager, Customer Acquisition Manager, eBusiness Marketing Manager, eCommerce Manager, Technical Assistance Manager, Global Social Media Strategy Manager, Social Media Program Manager Project Manager Senior Community Specialist Social Business Manager Social CRM Evangelist Social Media Manager Social Media Marketing Manager Social Media Policies Manager Social Media Strategist VP, Community Development MarCom Manager Marketing Manager Marketing Program Manager Product Manager, Support and Learning Program Manager, Customer Advocacy Senior Director, Marketing Senior Manager, eService Strategy Senior Product Manager Senior Training Developer Site Experience Manager Web Marketing Director Web Project Engineer Titles of attendees of the 2010 LiNC Conference

5. Community Management 1.0

6. The strategy debate is morphing into the governance debate.

7. Issue and opportunity management SME Com Mgr Marketing RESOLVE CONFIRM Mod Support PR Product Legal Sales EVALUATE IMPROVE Social Web Community Company CONFIRM RESOLVE RESOLVE CONFIRM TIME RESOLVE CONFIRM RESOLVE CONFIRM KEY

8. “Many of us have been somewhat sporadic in the development of the practices required to fully exploit the capabilities of these new foundations.” The Power of Pull

9. The Customer Network Social Web Connect Forums Ideas Organization Website Tribal Knowledge base Blogs Blogs Blogs Chat Content Moderation & Monitoring Your Company Listening Engine Reputation Management Home Base Priority: 1, Time Budget: ~50% Outposts Priority: 2, Time Budget: ~40% Passports Priority: 3, Time Budget: ~10% Source: Bill Johnston

10. But none of this is possible for long if we don’t have the tools.

11. Some ideas you'll be seeing