Gold in Them Hills Computing ROI for Support Communities

This paper was created in collaboration with FT Works, a leading consulting firm that provides strategy, operations, and metrics development & tracking services to support organizations. FT Works’ extensive client list includes Google, Cisco, Autodesk, Chevron, Kodak, Hewlett-Packard and Nokia.

This paper describes approaches used successfully by Lithium Technologies’ customers to compute a realistic ROI [Return on Investment] for their support community initiatives. We define ROI as Cumulative Benefits minus Cumulative Investment. You can use this paper in two ways: to get a general education about community ROI, or to create your own custom ROI analysis.

If you only want general information about ROI, simply read through the paper. On the other hand, if you are building your own ROI analysis you will find that you need to…