Summary
Companies that use online communities as a scaled digital customer experience (CX) see the results in reduced support calls, higher volume idea exchanges, and greater likelihood of engaged customers to renew. How does a B2B company evolve its approach from discussion boards and online support to a robust community that helps customers attain value across all dimensions? Business intelligence platform Domo won Forrester’s Program Of The Year Award for customer engagement for its Domo Central community. In this report, we show how Domo’s marketing team led the evolution to a unified digital customer experience.
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