Communities are the natural extension of CRM. Places where people are able to interact, intuitively, and discuss products and services at every stage of the customer journey.
Online Communities bridge the gap between social media conversation and digital interactions with a purpose. Many organizations are trying to figure out how to leverage this to deliver better customer experiences. Online communities are great way to accomplish this goal.
Today’s online communities can and should be strongly linked to social networks in order to maximize insight, streamline campaigns, and drive organizational shift to bring your company into the social age.
Whether this is implemented on top of Drupal, Get Satisfaction or other great technology of choice, is entirely up to the customer & requirements. But the issue remains: do your customers have a place where they can interact and relate to each other, and do you know what goes on in there?