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How to Implement a Customer Portal Platform

Written by Julie Dietz on April 22, 2016 at 8:30 AM

So, you've decided to launch a customer portal. You're now one step closer to creating a gateway for your customers to connect and collaborate with your company. Your new portal can become a central part of your customer retention strategy and help you expand your relationship with customers as soon as people start using it.

You're living the customer experience dream, right? Not quite. Before you reap the benefits, you need to actually set up, or implement, your customer portal platform.

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Topics: Customer Engagement

Are You Spamming Your Customers? (and How to Stop)

Written by Julie Dietz on April 21, 2016 at 8:30 AM

Spam. Delicious, or just plain weird? While the debate rages on in the culinary category, it never even got started in the marketing world. No one has ever liked marketing spam.

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Topics: Communications

Vendors: Community Friend or Foe?

Written by Heather McNair on April 20, 2016 at 10:30 AM

Your community is functioning like a dream - organic discussions, engagement through resource-sharing and member-led meetups, a delightfully eclectic thread of the community’s favorite GIFs - and you’re pretty happy with its momentum. Why mess with a good thing? Then vendors start reaching out, with grand ideas to envelop community members with updates, answers and product pitches. You panic - should they even be here?

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Topics: Community Platforms & Updates, Communications, Online Community Management

How to Use Activity Data in Your Customer Community to Increase Revenue Per Customer

Written by Julie Dietz on April 20, 2016 at 8:30 AM

It's one of the most well-known rules of doing business: it's much more expensive to acquire new customers than to retain the ones you already have.

While exactly how much more expensive is up for debate, you can estimate that new customers cost five times more than existing customers. Since selling to existing customers is cheaper (lower cost of acquisition), those sales result in higher margins. That line of thinking leads to this basic principle: one of the simplest ways to increase revenue per customer is to sell to the customers you already have.

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Topics: Online Community Management, Customer Communities, Customer Success

How to Identify Customers that Might Leave You

Written by Julie Dietz on April 19, 2016 at 8:30 AM

It's a recurring nightmare for those of us in the business world: your customers flocking to your competitors in droves, leaving you behind. Not only does it feel like a failure, but losing customers costs you revenue. According to Bain & Company, even a 5% increase in customer retention can produce more than a 25% increase in profit. That, along with your business nightmares, should be enough to motivate you to improve retention.

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Topics: Customer Engagement

Writing for the Screen

Written by Josh Bernoff | on April 19, 2016 at 8:30 AM

You learned to write the wrong way. And now you’re (probably) doing it wrong at work.

I know. I’ve looked at how they teach writing. In high-school, it’s the “five-paragraph theme.” In college, you padded your papers out with verbiage to look impressive. (In one survey of Stanford undergrads, 86 percent admitted they used complicated language in papers just to sound sophisticated.)

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Topics: Communications, Marketing

Ideas for Reframing Your Community’s Awesome Content

Written by Lindsay Starke | on April 18, 2016 at 10:00 AM

Many years ago, when I was underemployed, I’m a little ashamed to admit that I did some writing for content farms. You know the sites I’m talking about: you’re searching Google for information on what to do about that weird rash on your elbow and the first link you click on is a bizarrely useless article stuffed with links. These days, though, you don’t need that kind of factory farmed content--you can get organic, pasture-raised content just like Grandma used to make, directly from your community!

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Topics: Communications, Online Community Management, Marketing, Social Media

How to Build Lasting Customer Relationships (plus 9 other helpful resources)

Written by Kaila Timmons on April 15, 2016 at 8:30 AM

Every week we aim to make your life easier by compiling the best online community articles from around the web right here on our blog.

This week, our favorite articles focus on tips for increasing customer engagement and perfecting the customer experience.

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Topics: Customer Engagement

Selecting and Purchasing a Customer Portal Platform: How to Get Started

Written by Julie Dietz on April 15, 2016 at 8:00 AM

It's like choosing the perfect car. It has to be the right make, model, and have all the fancy features you could dream of. But with so many choices, making a decision takes hard work, hours of research, and even a few test drives.

Choosing the right customer portal platform for your organization is no different. There are so many options that selecting the right customer portal platform for your organization has become a major obstacle. How do you know which one is best for you? How do you choose between the different features?

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Topics: Customer Communities, Online Community Software, Customer Support

The Importance of Marketing to Your Current Customers

Written by Julie Dietz on April 14, 2016 at 8:30 AM

We've seen a surge of articles talking about a pervasive problem with marketing strategies: overemphasis on acquisition and lack of focus on current customers. But is it true? Are marketers really overlooking current customers?

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Topics: Customer Experience, Customer Retention, Customer Advocacy

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