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Measuring the Success of Customer Communities

Download this whitepaper from TSIA to learn how to engage “lurkers” in your community, how to understand your community’s ROI, and more.

In October 2013, TSIA launched a 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.