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Online SupportCommunities:
Best Practices and Deployment Tips for Reducing Costs andIncreasing Overall Customer Satisfaction
 
Online Support Communities:
Best Practices and Deployment Tips for ReducingCosts and Increasing Overall Customer Satisfaction
© 2009 Lithium Technologies, Inc. All Rights Reserved.
Lithium Technologies, Inc.
 
lithium.com | 6121 Hollis Street, Suite 4, Emeryville, CA 94608 | tel 510.653.6800 | fax 510.653.6801
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Table of Contents
Introduction .......................................................................3What Is an Online Support Community? ...............................................4What Does It Take to Create a Successful Community? ..................................5What Are Companies Doing with Online Support Communities Today? .....................7What Is the Business Case for Online Support Communities? .............................8References ........................................................................9About Lithium Technologies .........................................................9
 
Online Support Communities:
Best Practices and Deployment Tips for ReducingCosts and Increasing Overall Customer Satisfaction
© 2009 Lithium Technologies, Inc. All Rights Reserved.
Lithium Technologies, Inc.
 
lithium.com | 6121 Hollis Street, Suite 4, Emeryville, CA 94608 | tel 510.653.6800 | fax 510.653.6801
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Introduction
What have your customers done for you lately? Sounds like a foolish question, doesn’t it?Customers buy your products and services. You serve them, not the other way around.But for makers of complex products, particularly in high technology, customers contribute tocompany success in many ways beyond making purchases. They identify problems and suggestpossible solutions. They spark new product ideas by describing their experiences and theirneeds. Perhaps most importantly, they create a successful customer experience for othercustomers, by answering their questions in online support communities.In this paper, Lithium Technologies, the leading provider of Social CRM solutions to powerenterprise customer networks, shares its answers to four questions:What is an online support community?What does it take to create a successful community?What are companies doing with online support communities today?What is the business case for online support communities?A recent study byJupiter Research foundthat while only 12%of companies providecustomer-facing fo-rums on their site, 41%percent of customershad consulted forumsover the past 12 monthsregarding purchasesthey were making orintended to make.
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