Do you want to improve customer service, increase customer loyalty, drive sales, improve knowledge, lower costs, etc.?
Do you want to hit a membership target number? Do you want to generate revenue? How much? Are you hoping to improve your SEO? How engaged should your members be? During this step, especially with B2B communities, you need to set reasonable expectations and make sure you have the proper senior management support, resources, and commitment to realize them. It is highly unlikely that you will build the next Facebook, but what you build could be the future of your business — someday. Developed and managed properly, there are a number of metrics where you can see improvement, including: Customer service – Being able to directly engage with clients is always a benefit to a company. Pitney Bowes, a huge B2B brand with millions of customers, ran into trouble every time the United States Postal Service decided to increase the price of postage. The work involved with alerting every customer of the change was monumental. To help ease some of the burden, the company launched the Pitney Bowes User
