Vanessa DiMauro is the founder and CEO of Leader Networks, a research and strategy consulting company that helps organizations succeed in social business and B2B online community building. DiMauro is a popular speaker, researcher and author. With over 15 years experience in social business leadership positions at Cambridge Technology Partners, Computerworld, Bitstream and TERC, she has founded and run numerous online communities, and has developed award winning social business strategies for some of the largest and most influential companies in the world. Many of her clients have won prestigious industry awards such as Forrester’s Groundswell Award in the community category as well as SNCR’s Excellence in Communications Award.

Her work has been covered by leading publications such as the New York Times, the Wall Street Journal and Forbes. Vanessa DiMauro sits on several boards. She is former Executive-In-Residence at Babson College’s Olin School of Management, holds both a B.A

    Research supports that online communities are good business
    Everyone loves numbers. Research certainly comes in handy when making a business case or pitching an idea. Nothing makes a presentation shine more than a set of well-articulated facts and data to support an idea as the numbers help people believe that they are not alone. To that end, I have found research findings that support impact of online community for business and customer care on The Social Media Group blog and thought they might come in handy.

    * Community users remain customers 50% longer than non-community users. (AT&T, 2002) •* 43% of support forum visits are in lieu of opening up a support case. (Cisco, 2004). •* Community users spend 54% more than non-community users. (EBay, 2006) •* In customer support, live interaction costs 87% more per transaction on average than forums and other web self-service options. (ASP, 2002) •* Cost per interaction in customers support averages $12 via the contact center versus $0.25 via self-service options. (Forrester, 2006) • * Community users visit nine times more often than non-community users. (McKInsey, 2000) •. * Community users have four times as many page views as non-community users. (McKInsey, 2000). •* 56% percent of online community members log in once a day or more. (Annenberg, 2007) •* Customers report good experiences in forums more than twice as often as they do via calls or mail. (Jupiter, 2006)

    Now get busy making those slides :)
    Thank you for reading Building Online Communities for Business by Leader Networks. We are a research and strategy consulting company that helps organizations succeed in social business and B2B online community building.

    Visit us on the web at http://www.leadernetworks.com. Connect with us on Twitter http://twitter.com/vdimauro Call us at 617 484 0778

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