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How do online communities affect business goals?

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posted Jul 18 by Nadeem

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We found that customer retention and customer intimacy were the top two ways that companies define competitive advantage. What was most interesting is when we started to probe into the community metrics, they had the fewest in the tracking of those two areas. So while we know that communities are meaningful in that way — and they said so in the study — they didn’t know how to track it. The hypothesis is: If we can get better at the metrics, we can get better at connecting the communities to the things that matter to the organization.

answer Jul 19 by Rishabh Agarwal
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