Research Report

Measuring the Success of Customer Communities

This report is for Support Services members only

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In October 2013, TSIA launched at member study for online customer communities. This survey, open to all TSIA members, was created to gather data to help answer common member inquiries regarding community processes, as well as to establish industry averages so members could gauge the success of their community implementations. This report documents the findings from the survey, including data for community membership, activity levels, staffing, community ownership, service level agreements, attempts at ROI calculations, and various technology components.

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Peg Rodarmel, SVP, Subscription Services, Infor

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