The Secret to Successful Knowledge Seeding

A sophisticated online user community will relieve companies of huge support burdens. Building such a network begins with a smart approach to seeding it with expert knowledge.

Online user communities can help harness the knowledge and collective wisdom of a company’s customers and complementors around the globe. These networks can gather input for new product development, reduce the cost of customer support, and facilitate the sharing of platform-related knowledge and practices. But how should companies best establish and manage them?

SAP SE, a leading enterprise software company with headquarters in Walldorf, Germany, was among the earliest companies ...

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