We commissioned Forrester Consulting to examine the potential value companies could realize by building a customer portal with Customer Community rather than developing their own portal solution — and the results are stunning. Learn more about how a composite organization (based on data gathered from customer interviews) saw significant cost savings and business benefits, including:
Cost avoidance savings in front-end development, system integration, software, and infrastructure
Faster time to market, increased agility and access to ongoing innovation, and improved ability to personalize the customer experience
207% ROI and $1.7 million net present value (NPV)
If you’re looking for decision criteria to assess how to build your customer portal or the benefits of building on Salesforce to meet the rising demand for self-service — and realize a long list of other advantages — this is a must-read.
The Total Economic Impact™ Of Customer Community For Customer Portals, a January 2018 commissioned study conducted by Forrester Consulting on behalf of Salesforce.