Critical Capabilities for Peer-to-Peer Customer Community Software

Archived Published: 30 January 2012 ID: G00225484

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The peer-to-peer customer community software market comprises many vendors seeking to deliver to clients the business value of social CRM. This research identifies the critical capabilities of this software, and evaluates the 2011 Social CRM Magic Quadrant vendors with community offerings.

Table of Contents

  • What You Need to Know
  • Analysis
    • Introduction
    • Product Class Definition
    • Critical Capabilities Definition
      • Content Creation and Curation
      • Knowledge Management System
      • Member Management
      • Agile Social Platform
    • Use Cases
    • Inclusion Criteria
    • Critical Capabilities Rating
    • Vendors
      • Jive
      • Lithium
      • Mzinga
      • QuestBack (Globalpark)
      • RightNow
      • Telligent
  • Recommended Reading
© 2012 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartners research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

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