2021 Market Guide for B2B Customer Community Platforms

Gartner has seen 160% jump from 2019 through 2020 in inquiries on B2B customer communities from technology and service providers. Organizations that have not already launched a community need to understand what solutions are available and what capabilities are required.  

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

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Gartner reported that between 2019 and 2022 there was a 160% jump in inquiries on B2B customer communities. 

 

For those looking to invest in community this year, we feel this guide is your go-to source of information. With unbiased market data, and clear, impartial advice you shouldn’t consider an online community software provider without this.  

01 B2B Communities Come of Age

Based on discussions with community platform providers, online customer communities gained significant ground in 2020 and 2021 among B2B customers during the COVID-19 pandemic and as digital customer engagement became ever more critical. Expanded use cases beyond support started before the pandemic but accelerated during this period. As a result, Garter is treating B2B communities as a distinct market category.  

02 Community as the 'Meet Point'

According to market analysis, Gartner expects “online customer communities to serve as a single “meet point.” by 2025 and beyond.  

Learn how community will eventually deliver on “unified customer engagement,” and whether the emerging market aligns with your plans.

03 6 Key Use Cases for B2B Communities

  • Customer support forum

  • Scaled customer onboarding and training 

  • Product adoption 

  • Product ideation and input into product roadmaps 

  • Customer advocacy and social proof 

  • Customer engagement and event 

04 Vendor Reviews

Gartner reviews vendors in the space based on pricing, vision, product, industry served, and existing customers.

Vanilla Forums is listed as a Representative Vendor in the July 2021 Gartner Market Guide for B2B Customer Community Platforms report

© 2022 Vanilla Forums. All Rights Reserved. 

Gartner has seen 160% jump from 2019 through 2020 in inquiries on B2B customer communities from technology and service providers. Organizations that have not already launched a community need to understand what solutions are available and what capabilities are required.   


2021 Market Guide for B2B Customer Community Platforms

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

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