Designing The Community-Powered Customer Support Hub - FeverBee - Community Consultancy
Briefly

The famous flaw in most enterprise communities is the majority of people don't visit to join a community, they visit to solve a problem.This is why the majority of contributors to a community have made precisely one post.They asked a question, received an answer (or didn't), and then left never to return.
Read at FeverBee - Community Consultancy - Community Strategy, Technology, and Experience Advice
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