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Analyst Report

Aberdeen Group: The ROI of Investing in an Online Community Platform

In this knowledge brief from Aberdeen Group, learn why 44% of companies surveyed have already incorporated online communities within their CEM channel mix:

  • Impact on customer experienceCompanies with online communities see 40% greater profit margin per account compared to others.
  • Impact on marketingMarketers with online communities as a channel achieve significantly greater return on marketing spend compared to those without.
  • Impact on salesCompanies leveraging communities achieve many times the annual improvement in attainment of sales quota compared to others.
  • Impact on serviceCompanies with self-service in online community address 85% more issues without live agent assistance compared to those without online community.

Download the knowledge brief to learn why Aberdeen Group recommends that organizations should look no further than investing in an online community platform if they are trying to minimize costs of CEM programs and increase client spend.