Just how valuable and in-demand are customer communities to today’s B2B businesses? According to Gartner, “the volume of interactions regarding online customer communities from technology and service providers — which still make up the bulk of the demand for these platforms — jumped almost 160% from 2019 through 20201.”

Furthermore, “by 2025 and beyond, Gartner expects online customer communities to serve as a single “meet point.” This will allow providers to offer a single point of entry for customers to interact with the provider and its partners and support and adoption resources, as well as tap into broader ecosystems with adjacent and integrated platforms to accelerate customer-centric goals.” 

Simply put, online communities are no longer optional, but integral for B2B organizations to adopt and companies must understand what solutions are available and what capabilities must be included.

Read the 2021 Gartner Market Guide2, where you’ll learn more about:

  • The increasing scope of community use cases (including Advocacy)
  • Core platform capabilities for customer communities
  • A comprehensive set of vendor providers, their products and the industries they predominantly serve

1Source: Gartner client inquiry data from 2019 through 2020 for technology and service providers using the keywords “customer community.”
2Source: Gartner, Market Guide for B2B Customer Community Platforms, Maria Marino, Michael Maziarka, Ray Pun, 27 July 2021

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Influitive.

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.