Gold In Them Hills: Computing the ROI for Support Communities

Building the Business Case for Your Community Initiative

This white paper, “Gold In Them Hills: Computing the ROI for Support Communities,” describes approaches used successfully by Lithium’s customers to compute a realistic ROI (Return On Investment) for their proposed or established support community initiative.

The paper discusses in detail:

• Financial benefits of support communities, including case deflection, faster issue identification, and increased sales
• Community startup costs, including software, project management, integration, design, and marketing
• Recurring community costs, including usage fees, IT support for integrations, administration, moderation, and programs for superusers
• ROI expectations, including addressing the popular question of “How soon will we reach positive ROI?”

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