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Joshua Paul

Josh has over 18 years of hands-on and executive marketing experience helping companies systematically increase revenue through measurable marketing and sales strategies. Prior to joining Higher Logic, Josh held a variety of senior product management and marketing roles at technology companies. When he is not working, Josh enjoys building businesses, sailing, and spending time with his wife and children.
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Recent Posts

4 Steps to Better Business Intelligence Using Predictive Analytics in Your Online Community

Written by Joshua Paul | on May 7, 2013 at 10:28 AM | 7 minute read

Do you want to know how to bring down the mood at the next happy hour, cocktail party, or cookout that you attend? Bring up predictive analytics.

In reality, predictive analytics is not scary at all. Here is a great explanation from Dr. Eric Siegel, founder of Predictive Analytics World and author of the new book "Predictive Analytics: The Power to Predict Who Will Click, Buy, Lie, or Die."

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Topics: Customer Success, Online Community

How to Create a Partner Network that Drives Profit [Online Community Tips]

Written by Joshua Paul | on May 1, 2013 at 8:30 AM | 5 minute read

Some of the world's most successful social business strategies don't revolve around employee collaboration or tracking customer behavior in social crm systems. They are online partner communities.

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Topics: Engagement, Online Community

8 Ways to Use Online Community Software to Help Your Business Go Green [Earth Day]

Written by Joshua Paul | on April 22, 2013 at 8:30 AM | 6 minute read

Is there a mainstream company or executive out there that doesn't love a well-thought-out green initiative? The PR advantages, cost savings, and good feelings that come with conservation measures are too much for most people to overlook.

However, the key is identifying the right earth-friendly policies and operational changes for your specific organization. What makes an effective and executive-friendly "green" strategy? To get your senior management on board, your plan to get greener must:

  1. Benefit the organization
  2. Helps customers or members
  3. Reduce consumption of energy, paper, fuel, etc.
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Topics: Associations, Online Community

3 Super-Useful Professional Online Community Resources You May Have Missed

Written by Joshua Paul | on April 16, 2013 at 10:42 AM | 1 minute read

Have you noticed an increase in valuable social business content? People are sharing information that goes far beyond the usual "why ever business on earth needs social media" articles. These "evergreen" online community tips are useful for businesses that are starting customer communities, as well as nonprofit membership organizations that rely on member engagement to meet their goals.

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Topics: Online Community Software, Online Community

Online Communities: Two Ways to Increase Customer Engagement

Written by Joshua Paul | on April 11, 2013 at 9:00 AM | 4 minute read

When people download one of an ebooks, white papers, or videos on private online communities, they're often asked what their biggest challenge is. We've seen all kinds of serious answers to this question, but there is one answer that we see much more than any other - increasing customer or member engagement

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Topics: Online Community Management, Customer Engagement, Online Community

6 Characteristics of Awesome Online Communities That Every Executive Should Know [Infographic]

Written by Joshua Paul | on April 9, 2013 at 9:15 AM | 3 minute read

We're really excited that one of our favorite online publications, CMSWire, has been writing more frequently about the online customer community movement that is becoming central to so many business strategies.

In a recent article, Marisa Peacock lays out 6 elements of successful online communities. The piece includes a great infographic that highlights these building blocks.

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Topics: Online Community Software, Online Community

Why Top User Groups Use All-In-One User Group Software

Written by Joshua Paul | on April 5, 2013 at 3:45 PM | 6 minute read

Ask any user group veteran about their biggest challenges and you'll hear a common theme. Whether they are involved in independent user groups or company-run user groups, they need to balance the time they spend managing internal systems with the benefits they need to offer their members.

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Topics: B2B Communities, User Group Management, User Group Software, Online Community

Is Your Online Community Worth Your Customers' or Members' Time?

Written by Joshua Paul | on April 3, 2013 at 8:20 AM | 3 minute read

"The key is in not spending time, but in investing it." That state of mind was imparted by the late Stephen R. Covery, author of the well-known book, The 7 Habits of Highly Effective People.

This modern proverb has different implications for you than it does for the audiences that you are trying to reach. Thinking about how you invest your time can give you insight into your priorities. Thinking about how your customers or members get a return on their investment of time can be humbling.

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Topics: Online Community Management, Engagement, Customer Experience, Online Community

Why B2B Companies Need Private Online Customer Communities [Example]

Written by Joshua Paul | on March 28, 2013 at 9:55 AM | 5 minute read

I love the marketing software I use! I like their approach, the company's culture, and the solution itself.

However, like all products and services, my marketing software and its provider are not perfect. A recent attempt at sharing a new feature with customers turned into a less than positive exchange.

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Topics: Customer Communities, B2B Communities, Online Community

Online Customer Forums: Are You Prepared for These 7 Types of Questions?

Written by Joshua Paul | on March 21, 2013 at 8:30 AM | 5 minute read

If you have ever worked in a customer-facing role, you know that if something is possible with your product or service, customers will probably bring it up in your online customer forums at some point.

Each type of post or question in your customer forums represents a different persona that your community management team should prepare for. For instance, a post where a new customer introduces themself to the community comes with an entire set of needs, expectations, and next steps which that individual can take, than a discussion started by a veteran customer advocate.

It will improve your customers' experience and save your community management team time to train and prepare for a large portion of the questions that you know will be asked in your discussion forums.

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Topics: Online Community Management, Customer Communities, Customer Engagement, Online Community

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