Management & Optimization

Customer Success Program

Comprehensive support is available to you through the Lithium Customer Success Program. An “expert concierge” will help you fully leverage our longstanding track record successfully managing online customer communities.

Your Customer Success Manager will help you to establish your success criteria, to launch and configure your community, oversee usability improvements, provide technical support and meet with you at regular success checkpoints, as well as deliver any customization requirements. In addition, your Customer Success Manager will consult with our network of subject-matter experts to make sure your community goals are achieved.

Our Customer Success Program is offered as a standard part of every subscription and includes the following resources:

• Email support for cases
• 24x7 online access to the Customer Case Portal
• 12/5 live phone support via the Customer Success Hotline (excluding major holidays)
• Access to a private area of our own online community of practitioners, the Lithosphere

Active Assist

Successful communities are actively managed, which includes doing everything you need to daily, weekly, monthly and quarterly to meet your business goals. With the Active Assist service, the Lithium team becomes your trusted advisor to proactively work with you to meet your business goals. We accomplish this by providing unmatched community support, ongoing guidance from industry experts and leaders, and comprehensive reports and analysis in order to equip your team to get the results you need. Lithium’s Active Assist service delivers the right help at the right time for you to be successful, including:

Active Support: Experienced help when you need it.

In addition to our standard support, this service includes:

• Designated Customer Success Manager
• Single point of contact
• Improved SLA of 1 business day response
• Access to an experienced community management expert who can help with daily issues and events

Active Management: Equip your team to get the results you need.

This service includes ongoing guidance and support across 4 key areas of community management:

• Structure: creating the right environment
• Guidelines: setting the right expectations
• Moderation: helping all members be successful
• Outreach: growing your membership and relationships

The Active Management engagement consist of the following:

• Weekly Tactical Review to evaluate trends to know what happened in the community and what tactically needs to be done.
• Monthly Progress Review to track targeted activities and milestones and plan for upcoming events.
• Quarterly Strategic Review to measure results and outcomes from the community and review strategic initiatives.

Active Measurement: Know where you are, where you’ve been, and where to go next.

This service provides comprehensive reports on your community’s health, and analysis on how to maximize your investment:

• Pulse metrics on community data
• Benchmark comparisons from Lithium’s unmatched store of community data
• Attributes of high performance from over a decade of experience in the world’s most vibrant and active enterprise communities
• Data analysis and trending to identify opportunities for improvement

To find out which programs are right for your organization, contact us.