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For eBusiness & Channel Strategy Professionals

Essentials To Planning A Successful Support Community – A Social Computing Report

December 17, 2010

By Diane Clarkson with Carrie Johnson, Lily Varon

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Why Read This Report

eBusiness professionals who are preparing to launch a support community frequently come to a stark realization: A support community is a complex undertaking. Forrester has spoken with B2B and B2C community managers and community professionals to gain insight into the essentials for planning a successful support community. Our research reveals that successful support communities require robust planning to foster internal collaboration. This includes developing plans to facilitate cross-functional collaboration, create a motivated internal team, and build and sustain a vibrant support community.
Tags: Brand Monitoring, Customer Experience Management, Customer Relationship Management (CRM), Customer Service & Support, eCommerce, Packaged Applications, Social Computing, Social CRM, Web 2.0
US $ 499
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TABLE OF CONTENTS

  • eBusinesses Are Looking To Support Communities To Increase Satisfaction
  • Listen To Your Customers To Determine If A Support Community Is A Compelling Benefit
  • Launching A Support Community Requires Robust Planning
  • Supplemental Material
  • Related Research Documents

TOOLS & TEMPLATES

  • Document Templates:

    Support Community Readiness Checklist

 
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