Page 23 - Raise Your Game: 13 Social Success Stories
P. 23

NetApp, a leader in enterprise storage and data management,
is a pioneer in online communi es. They launched an online community years ago to support their customers from all around the world. The original goal of their community was to have a digital experience that cul vates rela onships, conversa ons, and exper se in the community. In September 2014, they decided to take a bold step in order to stay true to that goal. They thought carefully about long-term community goals, analyzed the data, and realized they needed a new pla orm to support their marke ng excellence strategy and customer-centric approach. NetApp migrated to a Lithium-powered community and transformed their en re digital customer experience for the be er.
37k+
REGISTERED MEMBERS
25%
13.5%
82%
MONTHLY AVERAGE RESPONSE RATE
increase
increase
IN ACCEPTED SOLUTIONS
IN COMMUNITY CSAT
“Our Lithium-powered community has con nued to grow and to exceed all baseline metrics, including its newest key engagement metric, the number of kudos, which is a strong indicator of the customer’s overall sa sfac on with content.”
— Terri Peluso, Community Program Manager
CASE STUDY
2016 LITHY ENTRY
CUSTOMER SUCCESS SPOTLIGHT
VISIT THE COMMUNITY

















































































   21   22   23   24   25