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As you can see from the many answers, there are many online customer support systems out there. I like to split them into:
1. Customer Helpdesks - all about ticketing and questions where I need to show my account details to an agent.
2. Customer Communities - these are focussing on loyalty, sales and deflecting tickets for helpdesk agents.
In addition, I think that B2C and B2B are two very different animals, which need a different customer community approach for it:
2. A: B2C Communities like Apple, Dell etc live on customer experiences and their love for the product itself.
2.B: B2B Communities fail when they try to motivate people by their product emotions - which these professionals do not have for work related products (normally). Instead, they should try to focus on the user's online reputation like SAP's User Network of 2m users - where gold/silver/bronze level users have been recruited because of their online reputation they acquired on this online community of SAP
Thanks for inviting me, Salesforce
