The State of Community Management (SOCM) research has evolved with the industry, moving from qualitative to quantitative. Initially, the research focused on the practices and tactics of community management (from 2011-2013) and then evolved into discussing the operational approaches needed to do community management well (from 2014-2017).
What community management is and how it is effectively executed have now largely been documented. This year, we are transitioning the research yet again and focusing on the strategic impact communities are having and how they are supporting key business goals.
The results are compelling.
This year the research led to three key findings:
- Communities are change agents: Community programs impact multiple functions, stakeholders, and departments in organizations. They have immense potential to be agents of change by efficiently dispersing knowledge and information across organizations and their markets.
- Communities create transformational value: Community programs show an average ROI that exceeds 2,000%. They enable behavior changes that directly impact profitability and revenue generation, while also having an overwhelmingly positive impact on brand and cultural sentiment.
- Community teams are underfunded: Community professionals are burnt out due to increasing success and workloads without the accompanying increase in resources and support. This is limiting impact.
We found some remarkable results paired with some troubling disconnects that are limiting the even greater impact communities could have. Together, these trends capture what we see anecdotally in the community space: lots of success and even more potential.
Download the State of Community Management 2018 Report
Please note: contact information will be shared with our partner, Higher Logic, and may be used to contact you.
The State of Community Management 2018 was made possible through the support of our partners.
Higher Logic is an industry leader in cloud-based community platforms. Organizations worldwide use Higher Logic to bring people all together, by giving their community a home where they can interact, share ideas, answer questions and stay connected. Our goal is to help your organization with deeper engagement and meaningful interactions for your customers. Learn more.
Igloo is the leading next-generation intranet platform. Through its portfolio of digital workplace solutions, Igloo enables customers to address challenges related to communication, collaboration, knowledge management, employee engagement, and culture. Igloo integrates with the apps and systems businesses relies on and centralizes information for a more productive and engaged workforce. Learn more.
Breezio is an innovative, content-driven online community platform. We deliver unique collaboration and learning management capabilities. We are not just a platform! With our decades of knowledge and expertise, we can also guide your strategy. We make sure you get the most out of your community. Learn more.
The cloud-based inSided platform for self-service & commerce combines AI with the human power of your own customer community and provides your customers with relevant answers wherever they are in the customer journey by integrating community (content) easily in search, product and support pages as well as apps and software. Learn More.
Telligent, a Verint company, gives organizations 100% control of their online brand experience with social collaboration and Intelligent Self-Service tools that drive real business results. Online Community, Social Listening and Engagement, Knowledge Management and Intelligent Virtual Assistants improve customer engagement, reduces support costs, strengthens customer loyalty, and increases sales. Learn more.