Best Practice Report

Community Best Practices

Building And Managing A Successful Online Customer Community

January 1st, 2018
Lisa Nakano, null
Lisa Nakano


When launching a customer community, many organizations fall into the “If you build it, they will come” trap. If executed correctly, however, a community can thrive and be a major component of driving customer satisfaction, loyalty, and increased demand. In this report, we describe the characteristics of a successful online customer community strategy, explain how to use an online community to drive loyalty and retention, and identify metrics and KPIs for tracking customer community health.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.