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Customer Communities Posts

Engagement, Upsell, Advocacy: How Community Tools Can Transform Your Customer Marketing

Written by Elizabeth Bell on October 2, 2018 at 7:45 AM | 4 minute read

Marketing to your customers is hard work – sometimes it can feel like you’re pushing the same boulder up a hill every day, like good ol’ Sisyphus.

Customer marketing can come with great rewards, though, especially if you’re using tech tools to make your life easier.

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Topics: Customer Advocacy, Customer Success, Customer Engagement, Customer Retention, Customer Communities, Online Community

From Blastoff to Outer Space: How Jama Software’s Community Became the Best Resource for All Things Jama [Case Study]

Written by Elizabeth Bell on September 11, 2018 at 8:02 AM | 6 minute read

Since its founding only 12 years ago, Jama Software has made a huge impact in the product development software market. With clients like SpaceX, Caterpillar, Boeing, and NASA, Jama Software helps companies developing life-and-economy-critical products keep a system of record and action. After Jama launched an online community, the staff has seen their community become the best resource for all things Jama, from customer support to product improvement.

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Topics: Online Community, Customer Experience, Customer Communities

How to Increase Your Sales Without Hiring More Reps

Written by Paul Schneider on September 4, 2018 at 8:01 AM | 4 minute read

Online communities are becoming more mainstream every day, with many companies using them for customer support and retention. No question, they’re great for that.

However, there is another HUGE benefit you can get from your online community – increased sales. Are you ready to learn how? Here we go:

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Topics: Customer Communities, Online Community, Customer Support

2018 Forrester CXNYC Forum Recap: How Communities Add Value to the Customer Experience

Written by Kate Zimmerman | on July 2, 2018 at 8:26 AM | 3 minute read

Two weeks ago, I attended the Forrester Customer Experience forum in New York City. The forum focused on leveraging Forrester’s recent research to help customer experience (CX) professionals deliver better CX. What does CX have to do with communities, you may ask? Quite a lot, as I suspected and then confirmed while at the show.

Forrester conducts an annual survey measuring CX across various industries. While you would expect to see CX scores gradually increasing, they are actually stagnant year over year: the worst are getting better, but the best are actually getting worse.

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Topics: Online Community, Customer Experience, Customer Communities

Will Microsoft’s Xbox Customer Support Program Built on Volunteer Power Work?

Written by Elizabeth Bell on June 26, 2018 at 8:29 AM | 4 minute read

Can you have a successful customer support community built solely on volunteering? That’s the hypothesis Microsoft seems to be testing with its recent decisions for Xbox customer support.

Xbox Ambassadors are Xbox users who volunteer to help other users with their gaming issues. A news source recently reported that Microsoft has laid off twelve of its contracted Xbox customer support staff and is replacing them with these volunteers, supposedly in a cost-cutting measure. Two of the staff said they had recently finished training a group of Xbox Ambassadors who will now be their replacements.

Although Microsoft retained a couple support staff, they seem to be leaning the bulk of their Xbox customer support on these volunteers.

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Topics: Online Community, Customer Success, Customer Support, Online Community Software, Customer Communities, Volunteer Management

What’s the Difference Between Quantitative and Qualitative Community Data? (And When to Use Them)

Written by Julie Dietz on March 13, 2018 at 8:30 AM | 3 minute read

Customer data is one of the biggest advantages of online communities. As customers log in to your community, connect with peers, and start discussions, they not only become more engaged with your brand, they generate data on their needs, habits, and interests.

Your company can use that data to create better products, publish more helpful content, and improve the customer experience.

But not all community data is created equal. Your community collects several types of data that provide different insights about customers. To get the most out your community data, you need to understand what kind of data you have and the best times to use each.

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Topics: Online Community, Customer Communities, B2B Communities

Two Ways to Demonstrate the Business Impact of Customer Communities

Written by Julie Dietz on February 13, 2018 at 8:30 AM | 3 minute read

Revenue. Customer support costs. Acquisition. Retention. These are basic examples of business metrics companies track to evaluate their performance.

They’re also metrics any online community can use to show business impact.

The best community professionals measure, track, and compare metrics to demonstrate how their communities are impacting their businesses. They start by identifying the most important metrics to their company, then use them strategically to show impact.

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Topics: Online Community, Customer Communities

How a Major Corporation Crowdsources Product Innovation (And How You Can Too)

Written by Julie Dietz on January 9, 2018 at 8:30 AM | 4 minute read

Starbucks. You’ve heard of Starbucks, right? It’s one of those iconic brands that crosses generations. Everyone, including my grandmother and youngest cousin (she’s three and loves a Starbucks white hot chocolate) knows of and has tried at least one.

They’re massively popular and older than you might think – Starbucks will celebrate its 47th anniversary in 2018. So how have they managed to stay current, keeping their customers and winning new ones for almost 50 years? How do they come up with their offers? Their signature drinks?

Some of it is baristas, years of experience, and market research. The rest? It might just be their customers.

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Topics: Online Community, Customer Communities

The Anatomy of an Effective Customer Community Team

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

Communities are naturally multi-disciplinary projects. They use diverse tools to provide the information customers need in the way they want to receive it, all to fill a business need like improving retention or increasing awareness about your products.

At any given time, professionals working in the online community space might be writing documents, talking to customers, editing videos, or sending emails.

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Topics: Customer Communities, Online Community Management, Online Community

Increasing Revenue per Customer: 6 Reasons Why Your Customers Don’t Buy More

Written by Julie Dietz on October 10, 2017 at 8:30 AM | 5 minute read

Eighty percent of your future revenue will come from 20 percent of your existing customers, according to Gartner. For businesses, that’s huge, underscoring just how important it is to focus on customer success and marketing.

If you want to grow your business, you need current customers to keep buying.

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

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