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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

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

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

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

Selecting an Online Community Platform: Do You Want Walls or Groups?

Written by Joshua Paul | on March 14, 2013 at 9:05 AM

When you've been providing online community software for as long as we have at Higher Logic, there are certain things that people say when you are initially talking to them or during their buying process that indicate where their mind is and the sophistication of their thinking around online communities.

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Topics: Online Community Software

The Modern Rules of Customer Relationship Management (CRM)

Written by Joshua Paul | on March 12, 2013 at 10:30 AM

"It is not the strongest of the species that survives, nor the most intelligent, but the one most responsive to change." - Charles Darwin

One of the keys to business growth has long been the strength and nature of the relationships an organization builds with its customers. All businesses with customers have customer relationships. They exist whether you like it or not, and whether you are focused on it or not.

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Topics: Online Community Management, Customer Communities, Customer Experience

Private Online Community Engagement Lessons From Facebook Fatigue Data

Written by Joshua Paul | on March 6, 2013 at 9:05 AM

"Facebook is the greatest customer engagement tool on earth."

"I want my online customer community to be like Facebook."

"My customers are all on Facebook. Why can't I just start a community there?"

These are the type of things thing that we hear from businesses and nonprofit membership organizations when they first contact Socious about launching a private social network for their customers or members.

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Topics: Online Community Management, Engagement, Social Media

The Risks of Waiting to Build Your Online Customer Community

Written by Joshua Paul | on February 28, 2013 at 10:45 AM

I get far fewer funny looks than I used to when I give presentations on why customer communities are the future of customer management. It may be because the data is beginning to play this out.

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Topics: Online Community Management, Customer Communities, Customer Engagement

Online Communities: 3 Signs You Have Major Strategic or Tactical Problems

Written by Joshua Paul | on February 26, 2013 at 9:49 AM

Some people love managing online communities because the love to be social online. They thoroughly enjoy being at the center of it all. However, there is an even larger group of online community managers that do it for a different reason.

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Topics: Online Community Management

12 Roles that Employees Must Play in Your Online Customer Community

Written by Joshua Paul | on February 19, 2013 at 8:41 AM

It takes a village to keep a customer happy.

Branded customer communities rarely form organically, nor can the operation and success a strategy as central as a private online community ride on the shoulders of one individual. It takes a village of staff members.

When a business uses an online customer community to increase the value of doing business with the company and manage customer relationships, there are many roles that have to be filled to maintain the level of support, engagement, and benefit that your customers and executives expect.

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Topics: Customer Communities

Online Community Platform Success: 4 Keys to Social Software Adoption

Written by Joshua Paul | on February 13, 2013 at 8:20 AM

The use of online communities to manage customer relationships is still an emerging business strategy for most organizations. For many of Socious' customers, implementing our online community software is their first serious attempt at planning, launching, and growing an online customer or member community.

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Topics: Engagement, Online Community Software

How to Sell Your Online Customer Community Strategy to the C-Suite

Written by Joshua Paul | on February 7, 2013 at 8:30 AM

You've done your research. You've developed a sound plan. Now, you must sell your online customer community strategy to your boss's boss.

Getting a meeting with top-level executives is a great opportunity. While they are very busy people, setting up a block of time to talk to them about your online community strategy is critical to securing funding, solidifying buy-in, and setting expectations for the long haul that is community-building. You need to make sure that you are taking full advantage of it so that it is not a chance wasted.

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Topics: Customer Communities, Online Community Software

Conferences: How to Use Member Profiles to Reduce Frustration Among Attendees and Sponsors

Written by Joshua Paul | on February 6, 2013 at 8:30 AM

Guest Post: Meagan Rockett is Director, Client Solutions with Greenfield Services, Inc.. She works closely with professional and trade associations in consulting and implementing unique strategies to increase all aspects of member engagement.

Associations that have a tradeshow will have to seek out sponsors and exhibitors every year. Some match these suppliers to their delegate needs and requirements (and do a great job at it!), and many do not. In this blog, I am going to address those who do not.

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Topics: Customer Engagement

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