For Technology Marketing Professionals

Primary Analyst Photo	Document Information	Rate this Document
	March 4, 2009 Case Study: Intuit TurboTax Uses Crowd Wisdom To Make Online Support Less Taxing by Laura Ramos with Peter Burris, Brian K. Walker, Christina Lee

This is an excerpt

Executive Summary

Intuit TurboTax used the wisdom of crowds — gleaned by analyzing how tax filers and tax preparation businesses interact with thousands of pages of support and tax code information — to supercharge its online support and hold down costs. Business-to-business (B2B) marketing professionals can learn how to turn the analysis of community interactions into more desirable online experiences and informed social media plans from this case study.

TABLE OF CONTENTS

• The Situation: Extensive Content Changes Put Product Sales At Risk
• Actions: Use Technology To Automatically Promote The Best Content
• Results: Crowd-Vetted Content Cuts Costs And Boosts Revenue
• Analysis: Community Interactions Create Desirable Site Experiences

WHAT IT MEANS

• Next Steps: Use Community Activity To Inform Community Marketing Plans
• Related Research Documents

This is an excerpt

Buy Risk-Free

Price: US $499

Our Service Guarantee: If you are not completely satisfied with this document, notify Forrester within 24 hours of purchase for a full refund.

Already a Forrester Client?
Log in to read this document.