This document discusses how online communities can be used to drive business transformation and engagement. It provides examples of how Telefonica uses online forums to reduce customer service costs, increase customer retention, and generate user-generated content. Key points include: - Online communities allow all departments to interact with customers and transform business operations. - Telefonica's online forums reduce call volumes by 41% and customer churn by up to 52% while generating customer solutions and tutorials. - User engagement is measured through relationship mapping, profiling expertise, and managing member lifecycles. - Integrating online communities across the business maximizes their benefits, which include cost savings, increased sales, and product development ideas from customers.