1. Enhancement Request Process Improvements Update
Rosemary Astheimer
Product Manager
November 10, 2010

2. Agenda Introduction Customer feedback and statistics Current status
Current Process
Goals
Customer feedback and statistics
Current status
Launch of PlanetPTC
Challenges PTC is facing
Future
© 2010 PTC

3. Current Customer Process and its Challenges
Customers submit enhancements using enhancement portal on PTC.com
Customers get very little feedback on submitted enhancements
Dissatisfaction with the process
Valuable customer feedback and enhancement ideas may not be addressed….
Today there is page on our website for logging enhancement requests
Customers can also call, or fax Technical Support to document enhancement requests
The problem is, there is no mechanism in place to effectively communicate back to the original requester
The impression that PTC gets is that customers would like more feedback
Poll 1: A lack of feedback is the main source of your dissatisfaction with PTC’s enhancement logging process.
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
© 2010 PTC

4. Proposed Future Enhancement Request Flow
Improved Customer Experience
Enhancement
Requests
CRM
User Community
Regularly
Scheduled
Announcements PM
Topic Queue
Vote
Let’s take a look at how this problem might be approached
Enhancements would continue to be logged on the website, , calls or fax as they are today
A mechanism would be put in place for user community voting and discussions
On a regular basis, the top issues would be reviewed by PM
Feedback would be entered around the disposition of the top issues
Notification of the feedback status would be sent back to the stakeholder (webpage update, , RSS, newsletter)
Let’s dig into the details around the voting portion of this process first
Discuss
© 2010 PTC

5. Feedback from Technical Committee Members
Webcast in March 2010
132 attendees
75% lack of feedback is a concern
50% had used a voting mechanism previously
79% liked the idea of a linked discussion thread
70% agreed voting was an acceptable method of prioritization
90% preferred feedback via or posting to the website
Green light to proceed from PTC Upper Management April 2010
© 2010 PTC

6. Benefits to New Enhancement ProcessDB
Database of Ideas
Enhancement
Requests PM ?
User Community
Development
Quality Assurance
© 2010 PTC

7. Customers are Driving Interaction
Social Interaction
500 Million on Facebook
64 Million smart phones
3 Million iPads
5 Billion iPhone app downloads
New way to business
Management > Engagement
Engage Employees & Customers
User Interface > User Experience
Not “what” you do but “how” you do it
Exchange > Collaboration
Utilize Social Platforms to bring new ideas to light
© 2010 PTC

8. PlanetPTC Community

9. What is PlanetPTC Community?
PlanetPTC Community is a site for PTC customers and product development professionals who want to inspire others with their work and success stories, and be inspired by the talent of their peers
Showcase – designs, skills and knowledge
Network – with product development professionals
Inspire – peers by sharing success stories

10. Customers Asked. We Delivered.
PlanetPTC Community
Customers Asked. We Delivered.
We ran a Customer Survey in April 2009 with the following results:
PTC customers are extremely active in social sites
PTC customers are eager to participate in a community with PTC
Forums, Wikis, Upload & rate content, product blogs are the most popular areas of interest
Creators
Critics
Collectors
Joiners
Spectators
Inactives
U.S. online adults = 21%
PTC customers = 46%
U.S. online adults = 37%
PTC customers = 49%
U.S. online adults = 19%
PTC customers = 38%
U.S. online adults = 35%
PTC customers = 47%
U.S. online adults = 69%
PTC customers = 84%
U.S. online adults = 25%
PTC customers = 11%

11. PlanetPTC Community Diamond Members
PlanetPTC Community leaders
Participate, interact, promote, invite
Content seeding
Ongoing content contributions
Ensure spirit of PlanetPTC Community
Test new features
Feedback to Community Manager
Recognition
Subject matter experts

12. PlanetPTC Community Launch - June 8, 2010
Booth in the Exhibit Hall
Giveaways
UX testing area
Featured in keynote
Press Release
Blog posting and resulting coverage
Additional customer communications planned
PTC Express
Marketing s to Siebel base
Word of mouth through Diamond Members

13. Features and Metrics in PlanetPTC Community
9,829 new members since June
450 new members joining per week
1,236 discussions; 7,519 replies
264 wiki documents
48 groups created
Hundreds of videos and images uploaded
147 pieces of content received ratings
300+ comments on blogs, videos, documents
*As of October 28, 2010

14. Creo Elements/Pro Community (formerly Pro/ENGINEER) 612,789 views
Popular Communities
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Mathcad Community
647,696 views
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768 active users
*As of October 28, 2010

15. Exciting Content Examples

16. Exciting Content Examples
Illustrated technique of dynamic spring action within Pro/ENGINEER
592 Views
*As of October 28, 2010

17. Exciting Content Examples
684 Views
4-Star Rating
*As of October 28, 2010

18. Exciting Content Examples
Ho Ho Extruder
386 Views
4-Star Rating
*As of October 28, 2010

19. Exciting Content Examples
*As of October 28, 2010

20. Exciting Content Examples
142Views
*As of October 28, 2010

21. Exciting Content Examples
October 29, 2010
642 views
October 29, 2010
733 views

22. Exciting Content Examples
October 28, 2010
891 views
3 replies

23. Get Involved! Join the community Why?
Create a profile with your picture
Read the content
Comment on content and discussions
Start discussions
Share some of your work or highlight a tip you can share with your peers
Start a group
Start a blog
Why?
Showcase your work
Learn something new
Be inspired
Network with worldwide peers
Help us drive Enhancement Requests with your continued interaction!

24. Benefits to New Enhancement ProcessDB
Database of Ideas
Enhancement
Requests PM
User Community
Development
Quality Assurance
© 2010 PTC

25. © 2010 PTC