Building Customer Communities of Practice for Business Value: Success Factors Profiled From SABA Software and Other Case Studies Export

@incollection{KNICOP_10, abstract = {Most discussions of Communities of Practice (CoP) place them in the context of a primarily internal-to-the-organization approach to managing knowledge. The construct, however, has application across the entire value chain of an organization, including the domain of a company's customers. This article explores the strategic value of building Customer Communities of Practice (CCoPs), learning networks among customers of a company whose win-win value proposition helps customers gain valuable insights from other peers while also providing the sponsoring company with a means to further innovation, loyalty and deeper insights into the markets they serve. The analysis sugg.sts three types of CCoPs, including business to consumer, business to business, and communities of channel distributors. Case studies of each are presented and an especially extensive treatment is offered of the second type based on the author's experience of building a CCoP for his own software company. The discussion concludes with several lessons learned and practical guidelines for building successful CCoPs in any industry.}, address = {Hershey, PA}, author = {Manville, Brook}, booktitle = {Knowledge Networks: Innovation through Communities of Practice}, chapter = {10}, citeulike-article-id = {2663628}, citeulike-linkout-0 = {http://www.chris-kimble.com/KNICOP/Chapters/Chapter_10.html}, editor = {Hildreth, Paul and Kimble, Chris}, keywords = {boundaries, business\_strategy, case\_study, community\_building, cop, customer\_community\_of\_practice, face-to-face, innovation, inter-community\_communication, it\_industry, knicop, knowledge, knowledge\_sharing, marketing, meetings, organizational\_dynamics, organizational\_effectiveness, organizational\_learning, reciprocity, set\_of\_guidelines, tacit, virtual\_organizations}, pages = {106--124}, posted-at = {2008-04-13 14:59:35}, priority = {2}, publisher = {IGI Global}, title = {Building Customer Communities of Practice for Business Value: Success Factors Profiled From SABA Software and Other Case Studies}, url = {http://www.chris-kimble.com/KNICOP/Chapters/Chapter_10.html}, year = {2004} }

TY - CHAP ID - KNICOP_10 L3 - citeulike-article-id:2663628 N2 - Most discussions of Communities of Practice (CoP) place them in the context of a primarily internal-to-the-organization approach to managing knowledge. The construct, however, has application across the entire value chain of an organization, including the domain of a company's customers. This article explores the strategic value of building Customer Communities of Practice (CCoPs), learning networks among customers of a company whose win-win value proposition helps customers gain valuable insights from other peers while also providing the sponsoring company with a means to further innovation, loyalty and deeper insights into the markets they serve. The analysis sugg.sts three types of CCoPs, including business to consumer, business to business, and communities of channel distributors. Case studies of each are presented and an especially extensive treatment is offered of the second type based on the author's experience of building a CCoP for his own software company. The discussion concludes with several lessons learned and practical guidelines for building successful CCoPs in any industry. AD - Hershey, PA EP - 124 TI - Building Customer Communities of Practice for Business Value: Success Factors Profiled From SABA Software and Other Case Studies PB - IGI Global T2 - Knowledge Networks: Innovation through Communities of Practice SP - 106 KW - boundaries KW - business_strategy KW - case_study KW - community_building KW - cop KW - customer_community_of_practice KW - face-to-face KW - innovation KW - inter-community_communication KW - it_industry KW - knicop KW - knowledge KW - knowledge_sharing KW - marketing KW - meetings KW - organizational_dynamics KW - organizational_effectiveness KW - organizational_learning KW - reciprocity KW - set_of_guidelines KW - tacit KW - virtual_organizations AU - Manville, Brook A2 - Hildreth, Paul A2 - Kimble, Chris PY - 2004/// UR - http://www.chris-kimble.com/KNICOP/Chapters/Chapter_10.html ER -