That’s the overall finding of a new report released by Aberdeen Group, based on primary research done for Lithium Technologies.
Focusing on the high-tech industry – one of the most competitive verticals out there – the research includes findings from 215 companies across hardware and software, including Lithium customers Infoblox, Weebly, NetApp and Alteryx.
Learn how B2B high-tech companies are achieving measurable ROI by applying best practices in their branded communities.
Online communities are a strong support to customer satisfaction, which in turn impacts customer retention and the financial health of the business. Communities also influence customer loyalty, and happy clients are more likely to refer the business and its products to their peers.
Happier customers help businesses operate more efficiently by reducing effort in services and support, enabling overall cost cuts. High-tech firms with online communities reduce customer service costs by 2.6% year-over-year, while those without them observe an increase of 3.0%.
Because high-tech B2B firms with online community platforms have happier customers and achieve greater operational efficiency, reducing service costs and growing profit margin, they enjoy superior financial results, compared to peers without online communities.
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