Save or Share this Report

For B2B Marketing Professionals

Case Study: Intuit TurboTax Uses Crowd Wisdom To Make Online Support Less Taxing

March 4, 2009

Primary author headshot


  • By Laura Ramos
  • with Peter Burris,
  • Brian K. Walker,
  • Christina Lee

Why Read This Report

Intuit TurboTax used the wisdom of crowds — gleaned by analyzing how tax filers and tax preparation businesses interact with thousands of pages of support and tax code information — to supercharge its online support and hold down costs. Business-to-business (B2B) marketing professionals can learn how to turn the analysis of community interactions into more desirable online experiences and informed social media plans from this case study.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($499 USD).


Table of Contents

  • The Situation: Extensive Content Changes Put Product Sales At Risk
  • Actions: Use Technology To Automatically Promote The Best Content
  • Results: Crowd-Vetted Content Cuts Costs And Boosts Revenue
  • Analysis: Community Interactions Create Desirable Site Experiences

  • Next Steps: Use Community Activity To Inform Community Marketing Plans
  • Related Research Documents

Recommended Research