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Forrester Consulting: Supporting the Online Customer Journey through Communities

Succeeding today must be more than just getting the sale. Instead, businesses must focus on creating valuable interactions across the entire customer journey that will drive enhanced experiences and satisfaction.

SAP commissioned Forrester Consulting to explore the role that branded online communities play in supporting customers in their online purchasing journeys. The October 2016 study examines the specific roles that communities can play in supporting online marketing and targeting, assisting the actual commerce process, and providing ongoing customer service support both pre- and post-purchase.

Check the research infographic and read this executive summary of results from the SAP-commissioned thought leadership series to learn how customer communities seamlessly link all phases of the customer life cycle. Download the complimentary executive summary now.
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