The State of Community in Customer Success, 2024 Report

A community can be a cornerstone of modern customer success strategy. From Fortune 100 companies to emerging startups, customer communities are reshaping how companies engage with their customers, support product launches, and foster brand loyalty.

The State of Community 2024 report dives deep into the pivotal role customer communities play in driving growth and customer satisfaction. Far beyond just a support mechanism, communities are now recognized as powerful tools for enhancing customer experience and accelerating sales cycles. 

In this comprehensive report, we’ve gathered insights from over 200 customer success and community leaders across the globe, spanning diverse industries and company sizes. 

Here’s a glimpse of what we discovered:

• Community Adoption is Soaring: Nearly 70% of companies now have a community presence, with many others planning to establish one in the near future.
• Cross-Functional Impact: Communities are not siloed within a single department; they have wide-reaching impact across business functions.
• Engagement is Key: Customer engagement has emerged as the top indicator of community success, reflecting a shift from communities being mere support tools to becoming central to an organization’s go-to-market  strategy.

Download the State of Community 2024 report to unlock the strategies and insights that will help you build and scale a thriving community.

You can also explore the detailed data from our partners at Benchmarkit.