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Conference Presentation

Beyond Deflection: How Communities Add Company and Customer Value! (sponsored by Vanilla Forums)

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While the big push for communities came in the early 2000’s, many companies have continued to invest in their communities by expanding their initial scope and purpose. TSIA’s Support Services benchmarking has shown that nearly 75% of TSIA Members have implemented a community solution and an even higher percentage have budgeted for new or additional customer community technology this year. Companies are focused on providing communities because they enable customer-to-customer collaboration, but they are often overlooked for the value they provide as a critical marketing tool for prospective customers and as an additional continuous stream of content that can be leveraged for self-service. This Business Challenge Accelerator Session will bring industry leaders and practitioners together in a collaborative session to identify capabilities that help to move communities beyond a solution that simply encourages customer-to-customer collaboration. Sponsored by Vanilla Forums.

Presented By:

Dave Baca

Director, Support Services Research, TSIA

Publish Date: May 7, 2021

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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