Hmm, gotta be brief but can’t help commenting the great job done by community vendor (they do it SaaS) Lithium with today’s webcast. First, because it puts the finger on the spot: communities as a business tool with an impact on real business issues (cost of support). Indeed, they used a key slide that’s a slicked-up twin of one I was touting ten years ago :-D, and I still swear by it.
Second, because they brought on a real customer (Pitney Bowes) who with a (seemingly) rather small community achieved nice savings. They used the very general, probably underestimative Forrester method to arrive at first-month savings larger than the yearly cost of the initiative. And let me say, I believe it. I’ve seen it and measured it for an exemplary customer support project, and I should tell the story someday :-).
The third bit of the webcast was by an independent consultant who seems to help Lithium customers set their ROI measurements. Francoise Tourniaire gave a comprehensive view of savings types and estimation methods that was full of good sense.
No hitches, good complementary reading, relevant content. All in all, a nice piece of useful info for people looking into communities as a cost-saving tool. And a good sales pitch. Wish they had an office in Spain :-D, I do.
I think you can access the recording here. They gave a link to the Lithosphere conversation but I’m afraid I closed it…