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Customer Communities Posts

Is Your Company Using Online Community Data Effectively?

Written by Scott K. Wilder | on September 14, 2017 at 8:30 AM | 8 minute read

In my last post, I talked about folding community into your larger business operations to better serve customers and your company, a technique known as Community as an Integrated Service (CIS). I also laid out the fundamentals of PIE (Processes, Integrations and Ecosystems), a framework for building out CIS. Well, every pie needs filling, whether it is blueberry or raspberry. CIS’ PIE filling is Data.

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Topics: Online Community Management, Customer Communities, Online Community

How to Increase Customer Retention with an Online Community

Written by Julie Dietz on July 25, 2017 at 8:30 AM | 6 minute read

A five percent increase in customer retention can increase business profits by 25 percent. That’s substantial, but according to the Harvard Business Review, it may be on the low side. That same five percent retention increase may be able to increase revenue by up to 95 percent.

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Topics: Customer Retention, Customer Communities, Customer Support, Customer Experience, Online Community

How to Overcome Challenges and Use Community as an Integrated Service to Improve Business Results

Written by Scott K. Wilder | on July 20, 2017 at 8:30 AM | 7 minute read

Historically, organizations have struggled to integrate community into their infrastructure and customer-facing offerings. Community is often looked at as a standalone application or service that’s tacked onto a company’s overall suite of platforms, such as their corporate website, their marketing automation platform, their email engine, and their CRM.

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

The 6 Biggest Business Benefits of Starting a Branded Online Community

Written by Hunter Montgomery | on June 15, 2017 at 8:30 AM | 6 minute read

What drove your last business initiative?

For most of us, the answer revolves around meeting goals and improving the bottom line. We launched our latest project to be more efficient, increase sales, or improve retention.

Those are the same reasons why business executives are starting branded online communities.

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Topics: Customer Retention, Customer Support, Customer Advocacy, Customer Communities, Online Community

5 Reasons You Need to Integrate Your Online Community and CRM Today

Written by Julie Dietz on April 11, 2017 at 8:30 AM | 5 minute read

My favorite childhood game was Telephone. My friends and I would sit in a circle for hours passing messages around by whispering in one another’s ears. Hearing how the original messages changed to something nearly unrecognizable at the end always made me laugh.

Telephone isn’t just an entertaining childhood pastime. It also teaches a valuable lesson: indirect communication is rarely accurate. You lose essential meaning when there isn’t a one-on-one connection. It’s a problem that happens not only with people, but with software systems as well.

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Topics: Customer Communities, Member Communities, Online Community Software, Online Community

LEGO Tries a New Type of Community - Will it Work?

Written by Molly Talbert | on March 28, 2017 at 8:30 AM | 4 minute read

LEGO recently announced it was ending its LEGO Message Boards (LMB). This upset many longtime LMB members as well as people in the larger community industry - especially because it didn’t say if there was going to be a replacement community, or why it made such a drastic decision in the first place.

Instead of offering reasons or an alternative, LEGO simply said it was shutting the community down and deleting everything - cold turkey.

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Topics: Customer Communities, 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

LEGO: Don’t End Your Community

Written by Calista Rollogas | on January 26, 2017 at 8:30 AM | 4 minute read

Is an online community ever too big to fail?

Unfortunately, just like everything else, no. In fact, LEGO Message Boards (LMB), a vibrant online community for LEGO enthusiasts, is being permanently shut down and deleted this March. The LMB story should be a cautionary tale for all community builders - it doesn’t matter how many fans your organization has or how many people participate in your community. If you don’t manage it properly, you risk failure.

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

4 Stats that Link Customer Satisfaction to Your Online Community

Written by Julie Dietz on January 16, 2017 at 8:30 AM | 4 minute read

According to a study from CMX and Leader Networks, improving customer satisfaction is the number one reason why businesses start branded online communities.

That means that businesses are investing big bucks in online community software, community managers, and helpful content to keep their customers happy. But does it work? Do online communities really improve customer satisfaction?

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

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