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The Culture Change Required of Social Business

Written by Andy Steggles | on April 18, 2013 at 10:30 AM | 2 minute read

As I've blogged about before, I see enterprise social networking as encompassing four quadrants. As I detail in that post, and will be expanding upon in future posts, there are myriad opportunities for companies leveraging one or more elements of enterprise social networking. Public social media sites offer the ability to interface with customers "where they are," to monitor what's being said about your brand on those sites, and to incorporate those channels into your organization's overall communications strategy.

Social CRM allows businesses to pull data from public social media spaces into their CRM and to use that data to augment existing customer information, gain business intelligence, and drive leads. Social software in the workplace offers great potential with regards to improving internal collaboration and communication. And externally-facing social software enables businesses to combine the benefits of public social media sites and social software to allow customers to connect with each other, help each other, and engage directly with your brand in an owned environment.

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Topics: Communications, Engagement, Social Media, 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

How Many Subscribers to Achieve Success in an Online Community?

Written by Andy Steggles | on April 3, 2013 at 10:00 AM | 5 minute read

Private online communities are a frequent topic of conversation on the American Society of Association Executives' (ASAE) private online community (disclosure: ASAE is a Higher Logic client).

Recently, an ASAE member posed the following question on ASAE Collaborate: "How many members does it take to have a successful Community of Practice (CoP)?"

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Topics: Online Community Management, Engagement, Member Communities, User Group Communities, 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

Three Things That Motivate Community Members

Written by Andy Steggles | on March 26, 2013 at 6:07 PM | 4 minute read

I recently read this TechCrunch article about what motivates technology users to become loyal users of any one platform in today's sea of software platforms. The article offers the following three tips to anyone building a private online community: rewards (the right rewards), frequency and the importance of building a community of peers whose opinion we care about.

The article frames these tips around Biz Stone's new startup, Jelly, but I think these tips are all equally applicable to organizations building private online communities.

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Topics: Online Community Management, Member Experience, Online Community

SalesForce Chatter Becomes More Than an Activity Feed

Written by Andy Steggles | on March 26, 2013 at 9:00 AM | 5 minute read

TechCrunch recently reported that SalesForce is planning to make Chatter their primary user interface. While the article didn't really surprise me, the comments related to the article did. There seems to be a huge resistance to change with this and a general lack of vision for what SalesForce is going to do.

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Topics: Community Platforms & Updates, Online Community

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