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Analyst Report

Social Communities Cultivate Engaging Customer Relationships

Social communities transform customer engagement and provide an innovative way for organizations to extend their reach and provide higher value support for their customers, partners, and employees.  The rapid pace of change in customers’ preferences for online, real-time communications requires organizations meet this need by providing innovative support for customer conversations.  Online social communities offer a platform for customers to engage with employees, external experts, and their peers.  It does this by enabling members to access the shared intelligence of a wider community to resolve problems, learn more about products and services, and share opinions.

Organizations have discovered online communities drive new revenues, reduce costs, and improve customer loyalty and retention.  These market leaders also find their communities create stronger customer relationships and improve customer advocacy.  This report identifies best practices for success for organizations starting up or expanding their social communities.