03-17-2010 06:04 PM - last edited on 11-04-2010 07:49 PM by NicoBA
You mentioned that online communities pay for themselves. How would I go about building a business case for a community? Where would I obtain quantitative assumptions?
03-18-2010 11:40 AM
Start here, on the Lithosphere. You can search for ROI and find a wealth of resources.
This page has some good links.
A few other resources:
* For support-oriented communities, we have actually built an ROI calculator into the software, that uses financial assumptions that you provide along with interaction data from the community.
* In the analyst community, Forrester's Dr. Natalie Petouhoff has done a lot of great work on social media ROI for customer service. She's all over Twitter: @drnatalie.
* In the Social CRM community, Kathy Hermann has a product that helps you determine ROI for social projects. She's all over Twitter at @KathyHermann and her web site is http://pathlightsolutions.com.
Finally, we're working with BusinessOnline to develop some case studies around SEO benefits of communities. If you're a Lithium customer, particularly if you're a new Lithium customer just launching, let us know if you'd like to participate in that and we will work together with you on it.