A Note About This Release
Every year, The Community Roundtable invests considerable time in our annual research, The State of Community Management. It empowers thousands of community leaders to make confident decisions.
This year, its publication collides with events in the broader community in the United States and around the world. It has given us pause, knowing that research pales in importance to other discussions about health, racial equity, and broader economic prosperity.
Supporting community professionals as they build empowering communities is the best way we can promote awareness, equity, and inclusion. If you are looking for anti-racism resources you can find more here.
The State of Community Management 2020 is the 11th edition of The State of Community Management research, the longest-running, and most comprehensive industry report for online community professionals.
This year, online communities and digital engagement are taking on dramatic new relevance. We have made considerable progress in translating the generative business model of communities into financial benchmarks, which are critical for organizations as they consider using community approaches to transform their organizations. We can now communicate the generative creation of value in financial terms.
This year’s three key findings:
- Advanced Communities Create Generative Value
- External Communities Elevate the Customer Experience
- Internal Communities Reveal Untapped Potential
In 2020 we added more comparison segments, which revealed new insights and allow us to report how external, customer community programs are differentiating themselves and maturing more quickly than internal, employee community programs.
Download the Report
The State of Community Management report is made possible through the support of our 2020 research partners.
The Higher Logic engagement platform delivers powerful online communities and communication tools to engage your users at every stage of their journey. With Higher Logic, you get a robust platform plus over a decade of experience in building sophisticated community engagement programs. We serve over 3,000 customers across 21 countries worldwide and support over 2.7 billion community interactions annually.
Learn more: www.higherlogic.com
The power of Verint Customer Engagement Solutions with the flexibility and scalability of Telligent Community. Verint Community gives organizations 100% control of their online brand experience. We’re the world’s most flexible and scalable platform for powering innovative online communities and forums for engagement, support, web self-service, agent to agent collaboration and insights available Cloud or On Premises. As part of Verint’s Intelligent Self-Service portfolio, Verint Community can be deployed standalone, integrated with or embedded into other enterprise systems to make them more socially engaging to increase adoption and deliver high impact experiences.
Learn more: www.verint.com/communities
Jive unleashes employee productivity, harnesses corporate knowledge, and builds institutional memory with its open, secure, enterprise-scale intranet, and collaboration hub. Many of the world’s most successful organizations unite their people, knowledge, and content with Jive, bringing out the best in their employees and making work more productive, engaging, and rewarding.
Learn more: jivesoftware.com
Igloo is a leading provider of digital workplace solutions, helping companies move beyond traditional intranets to inspiring digital destinations that improve communication, knowledge sharing, collaboration, and culture. Igloo is 100% cloud-based, mobile-enabled, and integrates with the leading systems and enterprise apps your business relies on. Igloo provides a single-source-of-truth, enabling a more productive and engaged workforce.
Learn more: www.igloosoftware.com
Khoros is a global leader in customer engagement software, helping brands stay all-ways connected with their customers. Khoros Communities, one of three powerful Khoros solutions, gives brands an interactive platform that fosters peer-to-peer engagement to enhance the customer experience and improve support efficiency through self-service.
Learn more: khoros.com
Yammer is the social layer within Microsoft 365 that connects and engages people across the organization. Yammer uses communities and open conversation to power leadership engagement, corporate communications, and open knowledge sharing to drive organizational change.
Learn more: products.office.com/en-us/yammer/yammer-overview
At Social Edge, we build beautiful online communities that empower our clients and their customers. From custom design and development to strategy, community management, and technical services, we have created 350+ communities for enterprise and SMB clients across all industry verticals.
Learn more: www.socialedgeconsulting.com
Vanilla provides a one-stop-shop solution that combines the power of customer community, Q&A, knowledge base, and ideation to help brands improve CX and brand loyalty while reducing costs. Since 2009, Vanilla has helped hundreds of top brands provide a great community experience to millions of people around the globe.
Learn more: hubs.ly/H0q9Fsc0