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Meet Your Community Manager: Heather Arkwright

Written by Molly Talbert | on May 10, 2016 at 8:30 AM

Ever wonder who the people behind the curtain are here at Higher Logic? We're introducing you to our community managers. They’ll talk about why they love community management, helpful resources to use and weigh in on the dog versus cat debate (as you can see, this is serious stuff…).

In this fourth installment, we’re introducing our newest community manager, Heather Arkwright.

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Topics: Online Community Management

Letter to MailChimp: You Spoke Too Soon

Written by Molly Talbert | on May 9, 2016 at 9:00 AM

Dear MailChimp,

In 2012, you wrote this blog post, explaining why you were shutting down your customer community, The Jungle. You said that customer communities weren’t growing, that yours was unwieldy and that better alternatives existed.

We disagree.

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Topics: Online Community Management, Customer Communities

5 Mistakes Sales People Make When Selling to Existing Customers

Written by Julie Dietz on May 9, 2016 at 8:30 AM

When it comes to business and revenue growth, existing customers are a powerful influence on organizations, especially in terms of generating sales and increasing profit. According to Totango, 48% of companies report getting 60% or more of their revenue from existing customers. That's a sizeable part a company's financial success, and one of many reasons why companies are increasingly focusing on selling to current customers.

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Topics: Customer Success

How to Use Online Activity Data to Know If a Customer Might Leave You (Without Hearing It From Them)

Written by Julie Dietz on May 6, 2016 at 8:30 AM

There are at least two things we know for sure about customer retention:

  1. Keeping the customers you already have is crucial to the success of your business.
  2. Customers are harder to keep today than ever before.

According to recent research from Accenture, 46% of customers in the United States say they're more likely to switch providers now than they were 10 years ago. That's likely because customers today have more accessible information and options, meaning they are constantly aware of their choices.

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Topics: Customer Communities, Customer Engagement, Customer Retention

NextDoor Neighbors Make Great Online Communities

Written by Molly Talbert | on May 5, 2016 at 9:00 AM

NextDoor Neighbors Make Great Online Communities 

You’re going on a week-long South Pacific vacation next month and need a house sitter. How do you find someone you trust enough to take care of your dogs and house?

Maybe you know someone who knows someone who has an awesome house sitter. Or, you could go online, scout what’s on Yelp and trust the advice of strangers.

Or, you could log onto NextDoor and see who your closest neighbors recommend.

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Topics: Online Community Management

Online Communities vs. Forums vs. Portals vs. Knowledge Bases: What's the Difference?

Written by Julie Dietz on May 4, 2016 at 8:30 AM

What's in a name? When it comes to defining online communities and other customer engagement platforms, it turns out the answer is, actually, quite a lot.  

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Topics: Online Community Software

Engagement and Satisfaction: Is There a Difference?

Written by Andy Steggles | on May 4, 2016 at 8:30 AM

Engagement is a big word these days -- we want everyone in our community to be “engaged.”. We want them to engage with each other, and engage with our organizations. The more engagement, the merrier everyone will be.

This is where so many community builders measure value and a return on investment -- if people are logging into the community, talking to each other, creating content and contributing, that’s a sign they’re satisfied with their membership and see community as an important asset.

But does engagement necessarily equate satisfaction, and shouldyou aim to highly engage everyone?

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Topics: Online Community Management, Customer Engagement, Member Engagement

Master the Art of Upselling, Upgrades, and Add-ons

Written by Julie Dietz on May 3, 2016 at 8:30 AM

If you were brainstorming a business plan, what would it include? An exceptional product? A killer design? A team that runs like a well-oiled machine? If you're a savvy business person these things popped into mind, but so did marketing, sales, and revenue goals as well.

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Topics: B2B Communities, Customer Success

How to Become a Community Manager

Written by Lindsay Starke | on May 3, 2016 at 8:00 AM

How to become a community manager

There’s no one right way to run a community, so it should come as no surprise to anyone that there’s not a single path to becoming a community manager. In fact, when people ask me about what makes someone great at community management, I tend to describe more personality traits than anything else: adaptability, curiosity, an analytical mind.

And yet, there are plenty of things you can do to prepare yourself for getting a job as a community manager. Most of these fall into one of three categories.

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Topics: Online Community Management

How to Get Customers to Create Content That's Ranked Highly on Google [SEO Tips]

Written by Julie Dietz on May 2, 2016 at 8:30 AM

How important is being highly ranked in search results? Research from popular marketing software company, HubSpot, suggests that 75% of Internet users never even bother clicking through to the second page of results, which means being highly ranked could make or break your organization.

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Topics: Engagement

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