Lithium Launches Analytics and Benchmarking Tools

Social media solutions firm Lithium Technologies has expanded its portfolio with the addition of 'Value Analytics' and 'Cohort Benchmarking', to help brands measure overall customer satisfaction, benchmark performance, and gauge actual business impact from online communities.

Lithium provides 'social customer relationship management' (SCRM) solutions, to enable clients to create and manage their own social media customer networks, while its Lithium Insights analytics tool measures and benchmarks the 'health' of online communities.

Its new Value Analytics tool uses data from a survey hosted within the community to enable brands to assess user satisfaction with the community experience, measure the impact of the community experience on likelihood to refer (using the Net Promoter Score), and quantify the success rate of user visits and how this impacts on customer support costs. It can also identify high-performing areas of the community. Lithium's Cohort Benchmarking tool pulls data from more than 400 communities, to help brands benchmark their community performance against similar brands by geography, industry, and maturity, using a series of different metrics, including unique visitors, replies and solutions.

President & CEO Rob Tarkoff (pictured) comments: 'Using data gleaned over the last fourteen years from our 400+ communities that see around 100 million unique visitors per month, we can outline best practices for our customers to get the most out of their communities. This is all backed up with our new ability to provide customers with meaningful data like CSAT and NPS, and give them the ability to benchmark performance against a relevant peer group.'

Web site: www.lithium.com .