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For Application Development & Delivery Professionals

The ROI Of Online Customer Service Communities

A Total Economic Impact™ Analysis Uncovers Big Benefits From Social Technologies

June 30, 2009


  • By Natalie L. Petouhoff, Ph.D.
  • with Chip Gliedman,
  • William Band,
  • Andrew Magarie

Why Read This Report

Consumers are rapidly adopting social media communication technologies and behaviors. Customer service professionals are beginning to look at incorporating these collaborative tools to deliver better customer experiences at a lower cost. This approach seems to have great promise; however, there is little documentation at present on the cost-effectiveness of incorporating social strategies and technologies for businesses. Forrester talked with early-adopter companies and reviewed the solutions from leading vendors to understand the variables to consider for determining the business value of online communities for customer service and support. The early evidence indicates that social technologies are a sound choice because they provide an attractive ROI in a short period of time while delivering better customer experiences.

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Table of Contents

  • Organizations Venture Down The Social Computing Path For Customer Service
  • Four Factors Determine The ROI Of Online Customer Service Communities
  • Calculating The Value Of Online Customer Service Communities
  • Online Customer Service Communities Can Deliver High ROI
  • Flexibility: Deploying Customer Service Communities Provides Future Value

  • Define Your Customer Community Goals
  • Supplemental Material
  • Related Research Documents