Driving Company Strategy Through Support Communities
More and more companies understand that support communities can play a key role in their self-service and customer success strategies. In this report, we present a new, comprehensive approach for measuring community value. Based on our business model, the potential payoff is big – about $1M per year in support savings and over $10M in profit lift from reduced churn.
This research report, sponsored by Verint, is based on interviews with the leaders of Verint Community customers – Sage, Analog Devices, Sophos, Visma/Raet, and others – and a recent Leader Networks’ survey of nearly 300 community and marketing leaders. We also interviewed Verint executives responsible for intelligent self-service and customer experience to round out our research.
Case Studies
• Sage
• Analog Devices
Table of Contents
Chapter 1: Support Communities are Integral to Company Strategy
Chapter 2: Three Support Community Models
Chapter 3: Community Success Often Requires a Culture Change
Chapter 4: Business Value is Clear, but Difficult to Measure
Chapter 5: Key Success Factors
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