Empowering Engagement: Unveiling the Potential of B2B Customer Community Platforms


 

Quadrant Knowledge Solutions characterizes a B2B customer community platform as a tool enabling organizations to provide customer support, onboarding, and training through digital interactions. The platform offers essential features like self-service portals, peer networking, and community support, alongside product education, aiding brands in refining their customer engagement strategies. By facilitating digital engagements across the customer journey lifecycle, a B2B Customer Community platform nurtures customer relationships, boosts brand loyalty, and enhances retention rates, product adoption, and advocacy.

Marketers benefit from improved customer service and cost efficiency through personalized collaborations based on individual customer interactions and purchase behaviors. B2B companies utilize these platforms to deflect calls from customer service agents, thus reducing call costs while fostering peer support within the community. With diverse applications such as aiding adoption, soliciting product feedback, providing support, facilitating event interactions, and encouraging client advocacy, the platform proves versatile.

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Key questions this study will answer:

  • What is the current state of competition in the B2B Customer Community Platform?
  • What is the market share held by major vendors in this market?
  • What are key competitive dynamics of in the global and regional markets for B2B Customer Community Platform?
  • Who are the leading vendors in the global and regional markets?
  • Are there vendor specializing in specific industries?
  • How do different vendors compare in terms of their offerings of cloud-based versus on-premises solutions?

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The future of B2B Customer Community platforms appears promising due to increasing demand driven by the necessity to establish connections within customer communities. These platforms serve as engaging channels where customers access valuable content, programs, and events, fostering learning and sharing.

They integrate across customer touchpoints to ensure synchronized experiences throughout the customer journey, leveraging AI and automation to optimize digital engagement and meet evolving customer needs. Adoption of B2B customer community platforms is on the rise as organizations seek to enhance customer communication and engagement efficiently and affordably.

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Vendors covered in this study:

Bettermode, Discourse, Higher Logic, Influitive, Gainsight, Khoros, Verint, Zendesk, Mighty Networks, Salesforce.

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