1. Find Your Advocates, Drive Tangible Returns with Customer Communities Sanjay Dholakia, Chief Marketing Officer, Lithium Technologies Online Marketing Summit, San Francisco, June 25, 2009

3. 100MM posts last year

4. 3B user sessions last year

6. Three Reasons Companies Create Communities Accelerate Innovation 300% increase in beta program participation. Reduce Costs $10MM savings from 1.4MM calls deflected annually Increase Sales 41% increase in purchases by customers who visit community

8. FICO scores are used in 3 out of 4 mortgage originations in the U.S.

9. FICO has sold more than 100 billion scores to date.http://www.lithium.com/media/customer/casestudy/Lithium-Fair-Isaac-Case-Study___.pdf

11. 850,000 members have used the forums since then.

12. 35% growth in usage month-on-month since launch.

13. Accomplishes FICO’s educational mission.

16. Owned by BestBuy.

17. 10,000 employees and $2 billion sales annually.

19. Includes blogs, forums, live events, and other features.

20. 80,000 members, more than 150,000 contributions.

23. Long suffering from a reputation for poor customer services.

25. A recent redesign makes solution-providing customers the “stars” of the community.

27. More than 20,000 interactions over the past year.

29. Actionable Analytics Are Key

30. Real-Time Data Matters Too

31. Combining Web Analytics with Community Analytics

32. Real, Quantifiable Returns Increase organic search traffic coming to the web site For many companies, the community quickly becomes the largest generator of organic search traffic. Improve customer satisfaction and retention Community users remain customers up to 50% longer. Reduce costs In support, community resolutions are 90% less expensive than direct support resolutions. Increase word-of-mouth marketing & sales Millions of from new product innovations. Share of voice increases of 30% or more. Community users spend 40% more.

33. Thank You Sanjay Dholakia sanjay.dholakia@lithium.com @sdholakia @LithiumTech