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The Modern Rules of Customer Relationship Management (CRM)

Written by Joshua Paul | on March 12, 2013 at 10:30 AM | 7 minute read

"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: Customer Communities, Online Community Management, Customer Experience, Online Community

Private Online Community Engagement Lessons From Facebook Fatigue Data

Written by Joshua Paul | on March 6, 2013 at 9:05 AM | 3 minute read

"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, Social Media, Engagement, Online Community

The Risks of Waiting to Build Your Online Customer Community

Written by Joshua Paul | on February 28, 2013 at 10:45 AM | 6 minute read

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: Customer Communities, Online Community Management, Customer Engagement, Online Community

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

Written by Joshua Paul | on February 26, 2013 at 9:49 AM | 4 minute read

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, Online Community

12 Roles that Employees Must Play in Your Online Customer Community

Written by Joshua Paul | on February 19, 2013 at 8:41 AM | 5 minute read

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

Online Community Platform Success: 4 Keys to Social Software Adoption

Written by Joshua Paul | on February 13, 2013 at 8:20 AM | 4 minute read

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: Online Community Software, Engagement, Online Community

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

Written by Joshua Paul | on February 7, 2013 at 8:30 AM | 4 minute read

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: Online Community Software, Customer Communities, Online Community

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 | 3 minute read

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, Online Community

4 Characteristics of an Exceptional Online Customer Experience

Written by Joshua Paul | on February 5, 2013 at 10:04 AM | 5 minute read

It is true that your customers have a growing number of options for companies to do business with. While your customer base is getting bombarded with messages from competitors every day, it is your business that has the opportunity to stand out.

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Topics: Customer Experience, Online Community

How to Get Customers or Members Interested in Your Online Community

Written by Joshua Paul | on January 31, 2013 at 8:30 AM | 4 minute read

Let's face it: the people who are most excited about your online customer community (at least in the beginning) are you and the people who put in long hours to plan and launch the platform. It is rare that there is a roaming pack of customers or professionals in your industry cruising around looking for a new online community to join.

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Topics: Customer Engagement, Member Engagement, Online Community

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