“External peer-to-peer communities rarely play the role of facilitators of customer journeys, even though this role offers organizations more opportunities to derive business value.” – Gartner
“Organizations' external peer-to-peer communities can be destinations in, or facilitators of, the customer journey.” – Gartner
In this report, Gartner evaluates the role of peer-to-peer communities and provides guidance on how organizations can optimize external communities to drive business impact.
Read this complimentary report to:
- Identify your customers’ reasons for visiting your communities
- Understand how to position communities as destinations for peer-to-peer support
- Learn how to position communities as facilitators to guide customers to web pages or customer service
Read the Gartner report for these key insights that can help you optimize your peer-to-peer customer communities.
*Gartner, Optimize the Role of Peer-to-Peer Communities in the Customer Journey, Jenny Sussin, Guneet Bharaj, 16 August 2016