Revised and Updated for 2022

Customer Inside

A buyer’s guide to online insight communities and how to make the most of them

The online community category is still young and its constantly disrupting itself. Unprecedented growth leads to an explosion of new terminology and technologies – innovative tools and emerging methodologies appear almost every day. Whether you’re an experienced user, or a newcomer, navigating the current context can prove challenging. What technology? What method? What audience? What types of research? 

With this in mind, we’ve updated Customer Inside, our practitioners guide to online communities.

This report was informed by three separate pieces of original research:

  1. 85x interviews with senior insight leaders from different sectors, around the world – conducted over the course of five years.
  2. 2x global surveys, collecting the views and perspectives of more than 200x insight practitioners and their experiences of using online communities, every day.
  3. Regular Client Connection co-creation workshops, with over 75x client practitioners.
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