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What is Open Source Community Customer Relationship Management

Chapter 39
Handbook of Research on Open Source Software: Technological, Economic, and Social Perspectives
Task/process of actively following, facilitating, and fostering the community customers, so that they keep coming back to the community for help, and hopefully donate contributions to the community in return. CCRM may be outsourced to an organisation which does not itself participate in the community and may ask a fee for the work.
Published in Chapter:
Community Customers
Jeroen Hoppenbrouwers (Vrije Universiteit Brussel, Belgium)
Copyright: © 2007 |Pages: 12
DOI: 10.4018/978-1-59140-999-1.ch039
Abstract
This chapter discusses the role of the project/product community in the open source product life cycle. It outlines how a community-driven approach affects not only the development process, but also (and more importantly) the marketing/sales process, the deployment, the operation, and in general the resulting software product. Participation in the community is essential for any organization using the product, leading to the concept of a community customer. Specific community participation guidelines are given to organizations and individuals who deploy and use open source software, further develop it, or offer lifetime services on the product.
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