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Customer Communities Posts

Startup Success the Community Way

Written by Molly Talbert | on June 1, 2016 at 8:30 AM | 4 minute read

Starting a business is hard. Even if you have an excellent product or service idea and a detailed business plan, plenty of funding and a smart co-founder, you’ll inevitably hit bumps in the road or stumble across problems you didn’t even know existed. (If you want an in-depth look at these types of trials and tribulations, check out the podcast, StartUp. Definitely start at the very beginning -- it’s worth getting the whole story.)

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

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: B2B Communities, Customer Communities, Online Community

What is Social Selling and Why Should You Be Doing It?

Written by Julie Dietz on May 16, 2016 at 8:30 AM | 5 minute read

Sales techniques are like empires, they rise and fall with the changing the times, and it seems like every few years there's a new method for connecting with customers and closing deals. One of the most recent techniques that's been getting attention and results is social selling.

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Topics: Social Media, Customer Communities, B2B Communities, Online Community, Marketing Automation

Letter to MailChimp: You Spoke Too Soon

Written by Molly Talbert | on May 9, 2016 at 9:00 AM | 5 minute read

Dear MailChimp,

In 2012, you wrote this blog post, explaining why you were shutting down your customer community, The Jungle. You said that customer communities weren’t growing, that yours was unwieldy and that better alternatives existed.

We disagree.

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Topics: Online Community Management, Customer Communities, Online Community, Email Marketing

How to Use Online Activity Data to Know If a Customer Might Leave You (Without Hearing It From Them)

Written by Julie Dietz on May 6, 2016 at 8:30 AM | 5 minute read

There are at least two things we know for sure about customer retention:

  1. Keeping the customers you already have is crucial to the success of your business.
  2. Customers are harder to keep today than ever before.

According to recent research from Accenture, 46% of customers in the United States say they're more likely to switch providers now than they were 10 years ago. That's likely because customers today have more accessible information and options, meaning they are constantly aware of their choices.

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

Why Offering Access to Your Customer Community Converts Better Than Static Content Offers

Written by Julie Dietz on April 27, 2016 at 8:30 AM | 4 minute read

Did you know that B2B companies that blog generate an average of 67 percent more leads per month than companies that do not blog? Creating high quality, relevant content, such as regular blog posts, is an essential element of effective content marketing strategies today.

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Topics: Customer Communities, Customer Advocacy, Online Community

How to Find Sales-Ready Opportunities in Your Customer Base

Written by Julie Dietz on April 25, 2016 at 8:30 AM | 4 minute read

It's no secret that sales to existing customers generate a significant amount of revenue for businesses. Numbers vary, but Lattice reports that most companies get 50% or more of their revenue from their current customer base. Other research put the number even higher.

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Topics: Customer Communities, Online Community

How to Use Activity Data in Your Customer Community to Increase Revenue Per Customer

Written by Julie Dietz on April 20, 2016 at 8:30 AM | 4 minute read

It's one of the most well-known rules of doing business: it's much more expensive to acquire new customers than to retain the ones you already have.

While exactly how much more expensive is up for debate, you can estimate that new customers cost five times more than existing customers. Since selling to existing customers is cheaper (lower cost of acquisition), those sales result in higher margins. That line of thinking leads to this basic principle: one of the simplest ways to increase revenue per customer is to sell to the customers you already have.

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

Selecting and Purchasing a Customer Portal Platform: How to Get Started

Written by Julie Dietz on April 15, 2016 at 8:00 AM | 5 minute read

It's like choosing the perfect car. It has to be the right make, model, and have all the fancy features you could dream of. But with so many choices, making a decision takes hard work, hours of research, and even a few test drives.

Choosing the right customer portal platform for your organization is no different. There are so many options that selecting the right customer portal platform for your organization has become a major obstacle. How do you know which one is best for you? How do you choose between the different features?

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

When Do You Know Your Customers Want a Community?

Written by Molly Talbert | on March 23, 2016 at 9:30 AM | 4 minute read

Everyone is talking about customer communities these days. But when do you know it’s actually time to bite the bullet and get one?

There are tactics for ensuring a new customer community launch is successful, but at the end of the day, if your customers don’t want it, they won’t use it.

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

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