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B2B Communities Posts

How User Groups Defer Customer Support Costs While Creating Raving Fans

Written by Julie Dietz on August 17, 2017 at 8:30 AM | 4 minute read

In 2016, businesses lost $63 billion dollars due to bad customer service. That’s up from 2013 by a whopping $20 billion.

To make matters worse, almost half of customers will stop doing business with a company because of bad service – a percentage that will likely increase as younger generations (who are more likely to switch companies) become more prominent and influential.

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Topics: B2B Communities, User Group Communities, Customer Experience, Customer Support, Online Community

4 Ways to Use Your Online Customer Community to Increase Upsell and Cross-Sell Revenue

Written by Julie Dietz on July 11, 2017 at 8:30 AM | 4 minute read

Eighty percent of your future revenue will come from only 20 percent of your current customers. That highlights just how important your existing customers are to growing your business. Understanding what makes them tick and how to keep them engaged and purchasing is key to long-term success. 

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Topics: Customer Communities, B2B Communities, Customer Advocacy, Online Community

How to Leverage Your User Group to Differentiate Your Company in the Sales Process

Written by Julie Dietz on May 30, 2017 at 8:30 AM | 3 minute read

Sales are competitive. Even companies with quality products that get great results must fight to win new customers because there are always half a dozen other options that customers are comparing to yours.

Every good sales professional knows that. They know that while potential buyers are talking to your company, they’re also talking to your competitors, weighing cost, functionality, support, and features that will help them achieve their goals.

Your company – and your sales team – need a way to break through the noise.

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Topics: B2B Communities, User Group Communities, Customer Support, Customer Success, Online Community

How to Decide Between an Open Source or a Proprietary Community Platform

Written by Liam O'Malley on May 23, 2017 at 8:30 AM | 5 minute read

When designing your organization’s website and community, you need to think about what type of platform you want to build it on—in other words, do you want to build it on open source tools, like Wordpress or Joomla, or do you want to go with a proprietary source offered by a software as a service (SaaS) company? 

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Topics: B2B Communities, Associations, Online Community Software, Online Community

The Great News in the Jive Acquisition

Written by Hunter Montgomery | on May 16, 2017 at 11:34 AM | 2 minute read

Last week, Jive announced it was being acquired by Aurea, which would make Jive part of the Aurea customer experience management platform. Whether the deal is good news for Jive and its investors, only time will tell, but it is certainly great news for the social software market, especially for online communities.

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Topics: B2B Communities, Online Community

Why Online Communities Still Aren’t a Top Business Strategy (And How to Change That)

Written by Katie Bapple | on March 30, 2017 at 8:30 AM | 5 minute read

Dear online community professionals,

We have work to do. Today, we are failing to showcase the inherent value we believe online communities can provide, because too many of our arguments are unproven. Beliefs are not facts. Beliefs don’t drive revenue.

We need to reach further, grow the ranks of our advocates and allies inside the office, and push ourselves to learn the information we so desperately need to grow and succeed.

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Topics: Online Community Management, B2B Communities, Associations, Online Community

The Role of Online Communities and Customer Portals in Sales Enablement

Written by Mark Lowry on February 23, 2017 at 8:30 AM | 7 minute read

Sales professionals are some of the smartest, most people-savvy individuals you’ll ever meet. They can read your tone of voice, body language, and dig into your deepest needs to find the best product or service to meet them.

In the past, salespeople did all this either in person or over the phone. It’s certainly easier to read body language when you can see someone. But today, sales professionals don’t always need to meet prospects for lunch or call them to get the ball rolling. Now they can jumpstart the sales process – dare we say turbocharge it – by using online tools.

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Topics: Customer Communities, B2B Communities, Customer Success, Online Community

Customer Engagement: New Research Underscores Opportunities for B2B Companies

Written by Julie Dietz on September 16, 2016 at 8:30 AM | 4 minute read

My brother is a computer programmer for a major cable channel. He loves it. He loves computers, tablets, and technology in general. He always has the newest cell phone model (most recently the unfortunate Galaxy Note 7) and he's constantly lecturing me on staying up to date with the latest technology.

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Topics: Customer Communities, B2B Communities, Online Community

6 Little Things That Frustrate B2B Customers (That You Can Change This Year)

Written by Julie Dietz on May 20, 2016 at 8:30 AM | 6 minute read

Have you ever seen a frozen pond break apart into dozens of floating ice sheets? It goes from a solid ice floor to a dangerous gauntlet of too-thin icebergs bobbing in the freezing water.

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Topics: B2B Communities, Marketing Automation, Online Community

Close More Sales Using These 4 Insights From Your Online Community

Written by Julie Dietz on May 18, 2016 at 8:30 AM | 5 minute read

In 1998, marketing guru Seth Godin estimated that the typical consumer came in contact with an average of 3,000 marketing messages per day. Even though that sounds like a lot, that number is only accurate for a world before social media, before smartphones, and before our dependence on e-mail was fully developed. The number has likely skyrocketed.

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Topics: Customer Communities, B2B Communities, Online Community

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