Business Needs

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Websitex Traffic Acquisition 2 3 1 2 2 2 1 1

SEO 2 3 1 3 2 2 1 0 Content Creation- Marketing Materials 0 2 1 2 1 2 3 0

Product Recommendations in browse path 0 1 0 1 0 0 3 1 PR /Brand Crisis help 1 3 0 3 1 2 0 2

0 1 0 2 1 0 1 1

x Direct communication3 3 0 3 3 2 2 2

Advocate creation 2 2 1 1 1 1 1 1

Personalize the company2 2 0 3 3 3 0 1

Corp/Exec Branding 0 1 0 3 2 2 0 0

Campaign feedback3 2 0 2 1 1 0 0

Research and Development

x Idea generation3 3 2 1 1 0 1 1

TweaksGame changing ideas

x Prioritization 3 2 1 0 0 0 1 1

Beta testing0 2 0 1 0 0 0 1

Strategic partnering 2 2 1 1 0 0 0 1

Focus groups0 2 0 1 1 0 1 1

0 2 3 0 0 0 0 1

Support

x Content creation- support (self help matls)0 3 1 0 0 0 0 0

Learning Content0 3 2 2 1 1 0 0

Importance (enter HIGH need items here from

survey)

Detailed product recommendations/case studies

Content Creation- product expansions (software)

Questions and Answers0 3 1 2 2 2 0 2

Internal Community

x Improve communication

2 3 1 2 1 1 0 0

Company loyalty3 3 2 1 1 1 2 0

Knowledge collection or sharing

2 3 3 1 2 2 0 0

Internal research and development3 2 1 1 1 1 1 1

Improve new employee education0 2 1 1 1 1 0 0

Sales

x Product Recommendations0 2 0 0 0 0 3 1

x Product use cases 0 2 0 0 0 0 3 1

Impulse buy opportunity

1 2 1 2 2 2 0 1

Presales questions0 3 0 2 2 2 3 1

WOM Marketing1 2 1 3 3 2 1 1

Business ReadinessCosts H M M L L L M L

High- Cost of implementation/maintance is >50K0 0 0 0 0 0 0 0

x Medium- Cost is between 10K-50K -3 0 0 0 0 0 0 Low- Under 10K/Year -5 -3 -3 0 0 0 -3 0

Time/Staffing Levels HH M L M M M L M0 0 0 0 0 0 0 0

x -3 0 0 0 0 0 0 0 -5 -3 0 -3 -3 -3 0 -3

High- Headcount intensiveMedium- Some full time HC.Low- Part time HC can carry

PR/Business Risk H M M M L L M L0 0 0 0 0 0 0 0

-3 0 0 0 0 0 0 0x -5 -3 -3 -3 0 0 -3 0

Customer Web Comfort H M H L M L L M0 0 0 0 0 0 0 0

x -3 0 -3 0 0 0 0 0 -5 -3 -5 0 -3 0 0 -3

Community Maturity H L M L L L M L0 0 0 0 0 0 0 0-3 0 0 0 0 0 0 0

x -5 0 -3 0 0 0 -3 0

Benefits:High=3Medium=2Low=1None=0

High- Very visible success/failureMedium- Visible, but can be backed out ofLow- give it a shot, little to lose if backed out

High- Avid/ sophisticated web usersMedium- online with varied abilitiesLow- little online experience

High- existing well engaged communityMedium- existing with some engagementLow- little engagement or no community

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0 0 2 1 1 0 2 1 1 0 0 Page Views, Unique Visitors, 0 0 1 0 1 0 1 2 1 0 1 Traffic Sources- referring URLs0 3 2 3 2 0 1 1 2 1 0 Content Created1 1 1 2 0 0 1 0 1 0 0 Ratings & Reviews created

3 1 1 0 0 0 1 0 0 0 0 Net Promoter, Sentiment

0 3 1 3 0 0 0 0 1 0 0Number of case studies

1 2 1 0 0 2 2 1 2 3 0

0 2 2 2 0 3 1 0 3 3 0 Net Promoter, Sentiment

0 2 1 1 0 2 3 0 1 1 0

0 2 0 0 0 0 2 0 0 0 0 PR mentions, views, comments

2 3 2 2 2 0 1 0 1 1 0

1 3 1 1 0 3 1 1 1 0 0

1 2 0 1 1 2 1 0 1 0 0 Votes, Feedback received

0 3 1 2 0 0 0 0 3 3 0

1 2 1 1 0 2 0 1 2 2 0 Engagement, feedback generated

0 3 1 2 0 2 0 0 3 3 0Engagement, feedback generated

0 2 1 1 0 0 0 0 2 1 0

0 1 2 2 0 0 0 3 2 1 0

0 2 1 2 0 1 1 3 2 1 0

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Posts, responses, company response rate and time to answer

Posts, responses, company response rate and time to answer, views

Comments, campaign success measures

Ideas created, votes, number implemented, response rate

Participation, comments, improvements

Volume of content created, quality of content, use of content

Content created, content quality, content consumption

Content created, content quality, content consumption

0 1 2 2 1 0 1 2 2 3 0

0 1 2 0 1 0 1 1 3 3 1

Participation- by level of org.

0 0 1 2 0 1 1 1 0 0 0

0 2 2 0 1 2 3 3 2 2 1

1 2 2 0 1 2 1 0 1 0 0

0 2 3 0 0 1 1 3 2 2 0

1 2 1 3 0 1 0 0 1 0 0R&R created, amount helpful, views

1 3 1 3 0 2 0 0 1 0 0 Use cases created, views

0 0 1 0 0 0 2 1 0 0 0

0 0 2 1 0 0 2 1 2 2 0

0 0 0 1 1 0 2 1 2 2 0

L H M H L M M M L L L

0 0 0 0 0 0 0 0 0 0 0

0 -3 0 -3 0 0 0 0 0 0 00 -5 -3 -5 0 -3 -3 -3 0 0 0

L H M H L M H H L L L0 0 0 0 0 0 0 0 0 0 00 -3 0 -3 0 0 -3 -3 0 0 00 -5 -3 -5 0 -3 -5 -5 0 0 0

Questions asked, answered, time to answer, amount answered by community vs company

Attrition rates; recommendations of new employees.

Number posts, answered rate, view rates, participation by org and level

participation; number of ideas implemented

content created; views of content; ramp time to meeting metrics

time to repurchase, purchase conversion assists

Questions asked and answered and views, number answered by community, time to answer

Capture referrals from other customers

L L M H L M L M L L L0 0 0 0 0 0 0 0 0 0 00 0 0 -3 0 0 0 0 0 0 00 0 -3 -5 0 -3 0 -3 0 0 0

L H M H L M M H M L L0 0 0 0 0 0 0 0 0 0 00 -3 0 -3 0 0 0 -3 0 0 00 -5 -3 -5 0 -3 -3 -5 -3 0 0

L M H H L H L H M L L0 0 0 0 0 0 0 0 0 0 00 0 -3 -3 0 -3 0 -3 0 0 00 -3 -5 -5 0 -5 0 -5 -3 0 0

Business Impact

Brand awareness, sales leadsBrand awareness, sales leadsReduced staffingImproves online conversion

PR tone improvement

Improve Conversion

PR tone improvement

Builds a personal brand for execs.

More effective marketing campaigns.

Reduce R&D staff/cost

Better products

Strategic advantage

Build brand, participate in online brand discussions

Build brand, participate in online brand discussions

Better products, reduced support costs, smoother launch, better marketing

Improved products, marketing campaigns, websites, etc.

Reduced development costs, improved product

Reduces support costs, reduce content creation costs

Engaging target customers, education on your business

Improve ConversionImprove Conversion

Increase conversion

Brand, conversion

Reduces support costs, reduce content creation costs

More cohesive decision making, better communication across large geographies, and across time zones.

Decrease cost of hiring and retraining. Higher employee satisfaction.

Reduces loss of knowledge with staff turnover; improved sharing of knowledge with all regions. Decreased ramp time.

improved products; employee buy in to new features

Faster time to ramp to new position; faster immersion into corporate culture

Reduced time to repurchase, bring customers back to the website, educate customers on products

Importance

Business Needs

Idea

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Websitex Traffic Acquisition 2 3 1 2 2 2 10 SEO 0 0 0 0 0 0 0 Content Creation- Marketing 0 0 0 0 0 0 00 Product Recommendations in browse path 0 0 0 0 0 0 0 PR /Brand 0 0 0 0 0 0 0 Crisis help 0 0 0 0 0 0 0

00 0 0 0 0 0 0

x Direct communication 3 3 0 3 3 2 20 Advocate creation 0 0 0 0 0 0 00 Personalize the company 0 0 0 0 0 0 00 Corp/Exec Branding 0 0 0 0 0 0 00 Campaign feedback 0 0 0 0 0 0 00 Research and Development 0 0 0 0 0 0 0x Idea generation 3 3 2 1 1 0 10 Tweaks 0 0 0 0 0 0 00 Game changing ideas 0 0 0 0 0 0 0x Prioritization 3 2 1 0 0 0 10 Beta testing 0 0 0 0 0 0 00 Strategic partnering 0 0 0 0 0 0 00 Focus groups 0 0 0 0 0 0 0

00 0 0 0 0 0 0

Support 0 0 0 0 0 0 0x Content creation- support (self help matls) 0 3 1 0 0 0 00 Learning Content 0 0 0 0 0 0 0 Questions and Answers 0 0 0 0 0 0 00 Internal Community 0 0 0 0 0 0 0x Improve communication 2 3 1 2 1 1 00 Company loyalty 0 0 0 0 0 0 0 Knowledge collection or sharing 0 0 0 0 0 0 0 Internal research and development 0 0 0 0 0 0 0 Improve new employee education 0 0 0 0 0 0 00 Sales 0 0 0 0 0 0 0x Product Recommendations 0 2 0 0 0 0 3x Product use cases 0 2 0 0 0 0 3 Impulse buy opportunity 0 0 0 0 0 0 0 Presales questions 0 0 0 0 0 0 0 WOM Marketing 0 0 0 0 0 0 0

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Detailed product recommendations/case studies

Content Creation- product expansions (software)

Business Readiness 0 0 0 0 0 0 0

0 Costs 0 0 0 0 0 0 0

High- Cost of implementation/maintance is >50K0 0 0 0 0 0 0

x Medium- Cost is between 10K-50K -3 0 0 0 0 0 0 Low- Under 10K/Year 0 0 0 0 0 0 00 0 0 0 0 0 0 0

0 Time/Staffing Levels 0 0 0 0 0 0 00 0 0 0 0 0 0 0x -3 0 0 0 0 0 0 0 0 0 0 0 0 00 0 0 0 0 0 0 0

0 PR/Business Risk 0 0 0 0 0 0 00 0 0 0 0 0 0 0 0 0 0 0 0 0 0x -5 -3 -3 -3 0 0 -30 0 0 0 0 0 0 0

0 Customer Web Comfort 0 0 0 0 0 0 00 0 0 0 0 0 0 0x -3 0 -3 0 0 0 0 0 0 0 0 0 0 00 0 0 0 0 0 0 0

0 Community Maturity 0 0 0 0 0 0 00 0 0 0 0 0 0 00 0 0 0 0 0 0 0x -5 0 -3 0 0 0 -30 0 0 0 0 0 0 0

SUM -6 18 -3 5 7 5 5

High- Headcount intensiveMedium- Some full time HC.Low- Part time HC can carry

High- Very visible success/failureMedium- Visible, but can be backed out ofLow- give it a shot, little to lose if backed out

High- Avid/ sophisticated web usersMedium- online with varied abilitiesLow- little online experience

High- existing well engaged communityMedium- existing with some engagementLow- little engagement or no community

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1 0 0 2 1 1 0 2 1 1 0 00 0 0 0 0 0 0 0 0 0 0 00 0 0 0 0 0 0 0 0 0 0 00 0 0 0 0 0 0 0 0 0 0 00 0 0 0 0 0 0 0 0 0 0 00 0 0 0 0 0 0 0 0 0 0 0

0 0 0 0 0 0 0 0 0 0 0 0

2 1 2 1 0 0 2 2 1 2 3 00 0 0 0 0 0 0 0 0 0 0 00 0 0 0 0 0 0 0 0 0 0 00 0 0 0 0 0 0 0 0 0 0 00 0 0 0 0 0 0 0 0 0 0 00 0 0 0 0 0 0 0 0 0 0 01 1 3 1 1 0 3 1 1 1 0 00 0 0 0 0 0 0 0 0 0 0 00 0 0 0 0 0 0 0 0 0 0 01 1 2 0 1 1 2 1 0 1 0 00 0 0 0 0 0 0 0 0 0 0 00 0 0 0 0 0 0 0 0 0 0 00 0 0 0 0 0 0 0 0 0 0 0

0 0 0 0 0 0 0 0 0 0 0 0

0 0 0 0 0 0 0 0 0 0 0 00 0 1 2 2 0 0 0 3 2 1 00 0 0 0 0 0 0 0 0 0 0 00 0 0 0 0 0 0 0 0 0 0 00 0 0 0 0 0 0 0 0 0 0 00 0 1 2 0 1 0 1 1 3 3 10 0 0 0 0 0 0 0 0 0 0 00 0 0 0 0 0 0 0 0 0 0 00 0 0 0 0 0 0 0 0 0 0 00 0 0 0 0 0 0 0 0 0 0 00 0 0 0 0 0 0 0 0 0 0 01 1 2 1 3 0 1 0 0 1 0 01 1 3 1 3 0 2 0 0 1 0 00 0 0 0 0 0 0 0 0 0 0 00 0 0 0 0 0 0 0 0 0 0 00 0 0 0 0 0 0 0 0 0 0 0

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0 0 0 0 0 0 0 0 0 0 0 0

0 0 0 0 0 0 0 0 0 0 0 0

0 0 0 0 0 0 0 0 0 0 0 0

0 0 -3 0 -3 0 0 0 0 0 0 00 0 0 0 0 0 0 0 0 0 0 00 0 0 0 0 0 0 0 0 0 0 0

0 0 0 0 0 0 0 0 0 0 0 00 0 0 0 0 0 0 0 0 0 0 00 0 -3 0 -3 0 0 -3 -3 0 0 00 0 0 0 0 0 0 0 0 0 0 00 0 0 0 0 0 0 0 0 0 0 0

0 0 0 0 0 0 0 0 0 0 0 00 0 0 0 0 0 0 0 0 0 0 00 0 0 0 0 0 0 0 0 0 0 00 0 0 -3 -5 0 -3 0 -3 0 0 00 0 0 0 0 0 0 0 0 0 0 0

0 0 0 0 0 0 0 0 0 0 0 00 0 0 0 0 0 0 0 0 0 0 00 0 -3 0 -3 0 0 0 -3 0 0 00 0 0 0 0 0 0 0 0 0 0 00 0 0 0 0 0 0 0 0 0 0 0

0 0 0 0 0 0 0 0 0 0 0 00 0 0 0 0 0 0 0 0 0 0 00 0 0 0 0 0 0 0 0 0 0 00 0 -3 -5 -5 0 -5 0 -5 -3 0 00 0 0 0 0 0 0 0 0 0 0 07 5 2 2 -8 3 2 4 -7 9 7 1###

Topic ValueForums 18Profiles 9Member Search 7Webinars 73rd Party Sites 7Blogs 5Videos 5Monitoring & Listening 5Ratings & Reviews 5Live Chats 4

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Strategic Selection of Tools

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Good Fit

Poor Fit

Polls 3Groups 2Ideation Sessions 2Closed Community 2Calendars 1Content Exchange -3Ideas -6Wikis -7Loyalty Programs -8

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0

Metric Title

ContributionsPosts

marked answered

median time to reply/ answer

% posted by Company

% posted by Development% posted by Support% posted by MVPMVP Posts

Percent of new users that post Views of answered content% implementedRegistrations

Active Users

General Sentiment (pos/neg)

Product feature ideas or requests Content Exchange # uploadsContent Exchange # downloadsblog posts views comments Blog views % of all viewsPageViewsSearch Initiated Traffic (organic)Direct Traffic Time on site/viewUnique Visitors (daily)VisitsPages per visitBounce Rate (%)Cross Traffic

Purchase Assists

% posted by Product Development Team

% posted by Moderators/Community team

Top traffic pagesBottom traffic pagesTop domains that refer to site

Click areas on the pages

Description

Total posts in the Forums.

These next couple are breakdowns of who in the company participates.

MVPs are our top tier of users.Raw number of above

Pageviews of content marked as answered.Of the ideas given, what percent was implemented.New registrations (joiners) for a time period

Number of product feature requests received.Number of files uploadedNumber of files downloaded by the community.Number of postsViews of postsNumber of comments on postsblog views divided by total page viewsTotal page views (total page loads)% of traffic that comes from search engines% of traffic that comes from bookmarks or linksHow long (in minutes) people are spending on your site.Daily unique visitors to the siteTotal visits (total number of sessions on your site)Average pages per visit of those visiting the siteNumber of people who only look at a single page and then leave.Traffic between your sites (like community and commerce)

All UGC content and activities on the site- includes posts, content ratings, reviews, comments, votes, etc.

Total number of posts that were marked as answered in the timeframe (we look weekly/monthly/quarterly/annually)

Median time from the asking of the original post (when marked a question) to the accepting of the answer.

Shows company participation rate. Company posts(or contributions) divided by Total posts .

number newly registered users who post divided by total new registrations for the same time period.

Number of people who took an action (beyond logging in) in the timeframe.

Based on keywords and word combinations- automated system to evaluate posts/blogs/etc for tonality and give an overall ratio of tone on the community.

People who originated from the community and purchased in same browser session

Top Pages by viewsBottom pages by viewsList

Shows the number of clicks on some of the links/areas of the pages.