Best Practice Report

Community Best Practices

Building And Managing A Successful Online Customer Community

January 1st, 2018
Lisa Nakano, VP, Principal Analyst
Lisa Nakano VP, Principal Analyst

Summary

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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