Full eBay research report available
As we reported last year, the eBay customer service community research conducted in Germany was a real interesting case study of how the deployment of customer communities in support of business processes can lead to game-changing competitive advantages.
One of the two lead researchers on the project, Prof. Paul Dholokia, who had commented on the original post, agreed to make the whole research paper available on The Future of Communities, where he will also join the growing roster of contributors.
[Tags: community management customer community community marketing wom word of mouth marketing]
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