Dissolution: get rid of low quality users (eBay: users who don’t ship on time, monster: job hoppers) Additional features and platforms emerge to help retain customers. -ebay: everything can be done on site.
-Product levers: customer care, post sale service, complementary products, networks, increase overall quality… get customers to remain loyal (CLV). Community: interwoven relationship built upon shared interests, which satisfies members needs otherwise unattainable individually.
Individualization: people share information more openly in communities. Interactivity: location? How and when onlineà no barriers from geographical constraints. Community creieria: peopleà processà cultureà technology. Topics that create interest for people allows them to interact with others that have a interest as well.