Heute tobt ein harter Konkurrenzkampf. Deshalb braucht der Kunde auch einen guten Grund, warum er einem bestimmten Produkt treu sein soll. "Customer.Community" zeigt Managern, wie sie direktes Feedback von ihren Online-Kunden erhalten. Hier lernen Manager, wie sie eine Online Community aufbauen, die auf den Grundlagen historischer Gemeinschaften basiert, die den Wert des Menschen als Individuum respektiert und die ihren Unternehmen die Mittel an die Hand gibt, das Grundgeschäft zu verbessern. Ausgehend von einem neuen thematischen Ansatz, betrachtet dieser Band Online Communities als eine Quelle der Wertschöpfung für Kunde und Unternehmen gleichermaßen. Am Beispiel von Amazon.com und des Harry Potter Phänomens wird untersucht, warum diese beiden Online-Community Modelle so erfolgreich sind. "Customer.Community" - ein nützlicher Ratgeber für die Praxis!

Drew Banks is an independent management consultant and former vice president of Community at ThirdAge Media. He has also served as director of Worldwide Performance Support and Employee Communications for SGI. Kim Daus is director of organization learning and communication at Intuit and former vice president of content and community at ThirdAge Media. Banks and Daus are co-authors (with Markos Kounalakis) of Beyond Spin: The Power of Strategic Corporate Journalism (Jossey-Bass, 2000).

Foreword: The Right Thing to Do (Scott Cook). Preface. Acknowledgments. Introduction: The Customer-Community. Is Commerce Antithetical to Online Community? Part One: Why Customer-Community? 1. The Business Case. How Customer-Communities Advance. Your Business Goals. 2. The Customer Case. E-Commerce Experiences That Span. Maslow's Hierarchy of Needs: Individual, Social, and Spiritual. Part Two: Customer-Community Basics. 3. Twelve Principles for Building Community. The Foundation for Strong Communities. 4. Customer-Community Profiles. Ten Types and Thirty-Five Examples of Customer-Communities and Their Defining Characteristics. 5. Growing Your Community. Overcoming the Inherent Challenges of Large-Scale Communities. 6. Understanding Community Bonds. Discovering the Intrinsic Bonds Within Your Customer Base. Part Three: Customer-Community and the Bottom Line. 7. Creating Value from Customer-Communities. Sixteen Bottom-Line Possibilities. 8. Organizational Issues and Roles. Aligning Strategy, Structure, Communication, and Leadership. 9. Before You Start. Ten Questions to Help You Think Through the Issues. Afterword: Turning Customer-Communities into Gold, Harry Potter Style (Michael Lowenstein). Notes. Index. The Authors.