SocialMatters

eNewsletter from Lithium Technologies

2010 Issue 2

News Analysis: Lithium’s Acquisition of Scout Labs Ups The Ante in Social CRM

By R "Ray" Wang in A Software Insider’s Point of View

Actionable insight as a foundation for SCRM: As Scout Labs CEO, Jennifer Zeszut, mentioned in her blog post, this acquisition is about having the right level of data for organizations to make decisions. Social media monitoring enables Lithium to engage customers beyond the community platform and into other conversations happening in social communities. A community platform and Social CRM offering brings life and relevance to Scout Labs’ technologies.

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COMMUNITY EXPERT CORNER
Lithosphere’s Hall of Fame & Winners of Social CRM Excellence Awards

At Lithium we love superusers. They are the life blood of communities – and here are this year’s stars of Lithosphere. Please join us in welcoming the 2010 Inductees to the Lithosphere Hall of Fame – VIP Council: Mark Hopkins (Lenovo), Will Rose (T-Mobile), Jane Loyless, John Van Horn (Jigsaw Software), Laura Feeney (National Instruments), Jason Parker (Best Buy), Laura Buchanan (Future Shop), Christian Barnes (Sony Computer Entertainment Europe), Anton Chiang (Juniper Networks) and Juha-Matti Heikkinen (Nokia).

View Hall of Fame

Lithium customers have some of the most innovative, powerful, vibrant and useful communities in the industry today. Their community teams are helping their customers solve problems, create new products, and innovate and engage at entirely new levels. In the process they are helping those organizations realize millions of dollars in savings and creating a huge level of loyalty and customer satisfaction with customers. To recognize the incredible work that these teams and communities achieve, we are proud to introduce the winners of the first ever Social CRM Excellence Awards:

• Best Community ROI Usecase - Betfair
• Most Innovative Community - Giff Gaff
• Best New Community - PayPal
• Best Community Business Integration - Future Shop
• Best Community Anecdote - National Instruments
• Social CRM Trailblazer - Hewlett Packard

View Entries for Social CRM Excellence

TSIA Names Tribal Knowledge Base 2010 Recognized Innovator By John Ragsdale, Vice President of Technology Research, TSIA Customer-driven content in online communities is changing the way companies approach knowledge management. Lithium, the leader in customer support community platforms, is pushing the envelope on customer content with their new Tribal Knowledge Base. Lithium’s Tribal Knowledge Base is the first knowledge- base designed to be managed and maintained by an organization’s customer base. View More

Social Network Analysis 101 By Michael Wu, Lithium's Principal Scientist of Analytics To understand social network analysis (SNA), you must understand what a social network is, and what a social graph is. Simply put, SNA is the analysis of social networks and a social network is just a network of entities that are connected by the relationship among the entities. This concept has existed since humans began walking the earth. In fact, social networks exist even in many social animals beside humans (e.g. wolves, lions, dolphins, bats, and even ants). View More

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