In my previous article, I spoke about the most common value levers that we can measure within an Online Community in order to evaluate what the Community is doing for the business. More often...
Updated 5 months ago
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davidsand - I wish that Khoros was licensed to provide you with either (or both) of the whitepapers created by Forrester Research or the Technology Services Industry Association (TSIA), but sadly, we are not.
However, if your organization has memberships or subscriptions to Forrester Research or the TSIA, here are the whitepapers to request or download:
TSIA
Measuring the Success of Customer Communities
Membership, Activity Levels, Return on Investment, Technology Integration - by John Ragsdale (TSIA-TI-14-030 | November 18, 2014)
Forrester Research
The ROI Of Online Customer Service Communities (June 30th, 2009)
A Total Economic Impact Analysis uncovers Big Benefits From Social Technologies - by Natalie L. Petouhoff, Ph.D.
with Chip Gliedman, William Band, and Andrew Magarie