Online Communities
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Foster Community
Strengthen Relationships and Help Customers Help Each Other
by Matthew LeesIn this updated version of the eighth critical success factor presented in Customers.com, we discuss how fostering community can attract new customers, strengthen relationships with existing customers, and deliver many other benefits for your business. -
Measuring the Success of Online Communities
A Customer-Centric Approach to ROI
by Matthew LeesA successful community is one in which members’ objectives—their Customer Scenarios—are met. This report outlines 7 steps in building a business case, and discusses key metrics to define success for specific Customer Scenarios. -
Best Practices in Acquiring Customer Community Members
Making It Easy and Worthwhile for Customers to Join
by Matthew LeesJust about all online communities need to acquire new members on a regular basis. This report, a companion piece to our “Best Practices in Engaging Customer Community Members,” discusses proven ways of acquiring new community members. -
Customer Innovation Guide: Taking the Fifth Step
Open Up Your Products and Engage Customers in Peer Production
by Patricia SeyboldA key to innovation is to assume that customers will want to roll up their sleeves and customize your products and services to meet their needs. Make it easy for them to do so. Provide customization and configuration tools. -
Building Professional Peer Communities
An Interview with Vanessa DiMauro, Principal, Leader Networks
by Matthew LeesProfessional Peer Communities are built around a specific topic, industry, or discipline. To explore these communities, we spoke with Vanessa DiMauro, principal of Leader Networks, who has been a virtual community builder for more than 15 years. -
Customer Innovation Guide: Taking the Fourth Step
Empower Customers to Strut Their Stuff
by Patricia SeyboldThis guide provides a self assessment to see how far along your company is in empowering your customers to strut their stuff. -
Integrating Community into Customer Support
What’s the Ideal Relationship between Customer Support and Your Online Customer Community?
by Matthew LeesThis report discusses the primary challenges involved and ways to address he task of integrating an online customer community into your existing mix of service offerings within your organization. -
Customer Innovation Guide: Taking the Third Step
Nurturing Customer Communities: The Key Third Step to Outside Innovation
by Patricia SeyboldCustomer communities are key to fostering outside innovation. This guide provides a self-assessment to help you determine what your next steps in nurturing your customer communities should be. -
Outside Innovation (hardcover)
How Your Customers Will Co-Design Your Company's Future
by Patricia SeyboldOutside Innovation provides businesses large and small with the strategies they need to let customers co-design their futures and lead them to success. -
Customer Innovation Guide: Identify and Study Lead Customers
Have You Taken the First Step towards Customer-Led Innovation?
by Patricia SeyboldThis guide provides a self-assessment to see how far along your company is in the important first step towards customer-led innovation by identifying, interviewing, and engaging with your lead customers. -
Online Customer Communities Are Strategic
Why We All Need to Build a Core Competency in Nurturing Customer Communities
by Patricia SeyboldVibrant customer communities are a hallmark of businesses that lead in product and service innovation. Here are a few tips to nurturing and spawning online customer communities. -
Best Practices in Engaging Customer Community Members
Making It Easy and Exciting for Your Customers to Participate
by Matthew LeesStarting an online community is just the beginning. To build it, you’ve got to engage your customers. Implementing best practices to challenge, empower, and motivate your customers will enable it to grow and provide value over time. -
Cisco Systems
Growing a Vibrant Online Community for More Than a Decade
by Ronni MarshakCisco supports its customers with interaction-based customer support and a thriving online community of networking professionals. -
Enabling Customer Communities
Things to Think About When Selecting an Online Customer Community Platform
by Matthew LeesOnline customer communities are growing in acceptance, functionality, and complexity. Customer expectations are high, but so is the value you can offer and derive. Selecting the right platform is the first step in building a successful community. -
Bathing Your Organization in Real-Time Customer Context
Using Online Communities to Understand Customers’ Passions, Issues, and Needs
by Patricia SeyboldLearn how a number of consumer companies—Hallmark, Unilever, Kraft, RC2 and Charles Schwab—are using vibrant online customer communities to help them design and market their products. -
Making Outside Innovation the “Path of Least Resistance” in Your Organization
A Blueprint for Harnessing Customer-Led Innovation
by Patricia SeyboldOrganizations that are doing a great job of harnessing their customers’ creativity to fuel innovation have five practices in common. You can leapfrog your competition by taking these five steps. -
Mozilla Firefox
Supporting Innovation and Choice by Moving Software to Open Source
by Patricia SeyboldFor anyone interested in understanding how to engage customers in co-designing a new product of any kind, the story of Mozilla Firefox provides some great best practices. -
National Instruments
A 30-Year History of Enabling Customer Innovation
by Patricia SeyboldNational Instruments fosters customer-driven innovation in many ways. -
Lego Mindstorms NXT
Powered by Customers’ Inventiveness
by Patricia SeyboldLEGO® MINDSTORMS™ has been Lego’s highest revenue producing product. It was developed (and enhanced) by Lego’s customers. -
Nurturing Customer Loyalty in the B2B World
Know and Nurture Your Internal Advocates
by Patricia SeyboldWe spend a lot of our time these days working with the customer advocacy and customer experience teams at large software and systems companies.
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