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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

How to Supercharge Customer References with an Online Customer Community

Written by Joshua Paul | on August 24, 2012 at 8:30 AM | 4 minute read

NEWS FLASH! Your perspective customers would rather hear from people like themselves, than from your marketing and sales departments.

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Topics: Customer Advocacy, Customer Communities, Online Community

5 Critical Decision Points in Your Customer Community Strategy

Written by Joshua Paul | on August 22, 2012 at 9:29 AM | 4 minute read

Social business is defined as the ability of an organization to use its online communities to improve its performance. These communities could be made up of customers, employees, resellers, journalists, etc. They could be on public social networks or in private online communities.

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Topics: Customer Communities, Online Community

ProCommunity #7: Government 2.0, Engaging the Public, & Social Networking in Government

Written by Joshua Paul | on August 21, 2012 at 8:20 AM | 1 minute read

Discussing Social Government with Joseph Porcelli

Joseph Porcelli joins us for this installment of ProCommunity, the show where online communities meet business performance.

Joseph is the Director of Engagement Services at GovDelivery, a company that helps public sector organizations engage the public in more valuable and expansive ways. Along with GovDelivery and its social network for government employees, govloop, Joseph is also the founder of NeighborsforNeighbors.org, the country's first neighborhood-centric urban social network. Joseph can be found at @JosephPorcelli.

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Topics: Engagement, Online Community Management, Social Media, Online Community

How Private Social Networks & Customer Reference Programs Work Together [Transcript]

Written by Joshua Paul | on August 19, 2012 at 8:30 AM | 27 minute read

In episode #6 of the social business podcast, ProCommunity, I spoke with Bill Lee, President of the Customer Reference Forum and author of the new book, The Hidden Wealth of Customers. We discussed the power of customer reference programs and how online customer community provide new ways recruit, manage, and engage customer advocates.

The conversation also included how to get at the untapped value that existing customers can create, the role of online customer communities in managing customer relationships, and real examples of customer reference program success.

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Topics: Associations, Online Community

Customer Engagement Lessons from an Oracle User Group Leader

Written by Joshua Paul | on August 17, 2012 at 8:30 AM | 3 minute read

We often write about how the foundation for an online user community's success is built on 1) providing overwhelming value and 2) providing an environment where users and company representatives can have private, open, and constructive discussions.

In a recent conversation on our ProCommunity podcast, I discussed how customer communities and companies can engage one another more effectively with Lew Conner, Executive Director of The Higher Education User Group, a thriving independent user group community of Oracle and PeopleSoft customers.

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Topics: Customer Engagement, B2B Communities, Online Community

6 Social Business Strategies to Improve Customer Retention Within 6 Months

Written by Joshua Paul | on August 14, 2012 at 10:38 AM | 3 minute read

Customer retention holds a special place in most organizations' strategic plans. While companies devote hours of staff time and reams of paper to business development, customer retention is rarely discussed until there is a crisis.

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Topics: Customer Retention, Online Community

ProCommunity #6: Customer Communities, Customer Engagement, and Customer Advocacy

Written by Joshua Paul | on August 14, 2012 at 7:50 AM | 1 minute read

Discussing How to Create Customer Advocates with Bill Lee

Bill Lee joins us for this episode of ProCommunity, the show where online communities meet business performance.

Bill is the founder of the Customer Reference Forum, a group dedicated helping companies enlist customers to help them market and sell. Each year the Customer Reference Forum also runs the Summit of Customer Engagement to bring customer reference and engagement professionals together. He is also the author of the new book, The Hidden Wealth of Customers. Bill can be found at blog.customerreferenceforum.com.

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

How to Improve Product & Services in the Age of Online Communities

Written by Joshua Paul | on August 9, 2012 at 8:30 AM | 4 minute read

Take an unofficial poll in your organization to see which department your employees think your online customer community benefits the most. Will it be marketing? Will customer support come out the winner?

You may be surprised that the dark horse in the race is the group whose use of your private online community can have the biggest impact on your organization's revenue and future—product management.

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Topics: B2B Communities, Online Community

ProCommunity #5: User Groups, Online Forums, and Customer Engagement

Written by Joshua Paul | on August 7, 2012 at 7:15 AM | 1 minute read

Discussing How User Groups Increase Customer Engagement with Lew Conner

Lew Conner joins us for this episode of ProCommunity, the show where online communities meet business performance.

Lew is the Executive Director of the Higher Education Users Group (HEUG), a large independent user group serving Oracle and PeopleSoft customers across the globe. He has been involved in leading and managing software user communities for over 30 years. Lew can be found at www.HEUG.org.

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Topics: User Group Software, User Group Management, Customer Engagement, Online Community

The Role of Online Customer Communities in Product Management [Transcript]

Written by Joshua Paul | on August 6, 2012 at 8:11 AM | 28 minute read

In episode #4 of our podcast, ProCommunity, I spoke with Steve Johnson, Chief Marketing Officer at Primary Intelligence. We discussed the state of product management and how companies are using online customer communities to innovate products and services.

The conversation also included why businesses should care about product management more than they do, the importance of win/loss analysis, and how to get started listening to your customer community.

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Topics: Customer Communities, Online Community

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