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Customer Communities Posts

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: Online Community Management, Customer Communities, Customer Engagement, 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

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: Customer Communities, Online Community Software, Online Community

How to Stay Competitive as Your Industry Goes Social [Social Business Study]

Written by Joshua Paul | on January 25, 2013 at 8:30 AM | 3 minute read

Study: Social Software's Importance in Your Business Will Grow 45% in the Next 3 Years

Executives must walk a tight rope on social software. It is true that there is a lot of hyperbole around social strategies. It is also a reality that businesses which don't embrace online community platforms and other social software will get left behind. Your customers expect to be able to engage you in customer communities. You competitors are rapidly researching and implementing social business strategies as well. Where does that leave your organization?

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

Top Customer Community and Social Business Articles from 2012

Written by Joshua Paul | on December 19, 2012 at 7:45 AM | 3 minute read

Over this past year, executives from across all industries have met head-on with the new realities of social business and how online communities can impact their business results.

Some companies start with internal employee communities, while many others strengthen customer relations, lower support costs, and capitalize on customer insight with private customer communities that bring customers, employees, and partners together.

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Topics: Customer Communities, Online Community

Online Customer Communities: 5 Ways to Increase Customer Lifetime Value

Written by Joshua Paul | on November 28, 2012 at 8:55 AM | 6 minute read

Are you missing opportunities to increase profitability?

When you hear about the ways that companies grow, the usual suspects get most of the press - more new sales, cutting expensive and reinvesting the difference in marketing, expanding into new markets, etc.

However, one of the most effective ways to grow your business is less hyped - improving customer lifetime value. Most organizations spend their finite resources on tuning their marketing and sales funnels and putting out customer fires, rather than seeking ways to increase the profit they get from customers once they make a purchase.

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

11 Powerful Features You Should Have in Your Online Customer Forums

Written by Joshua Paul | on November 14, 2012 at 9:57 AM | 5 minute read

While customer forums are only part of a full online customer community, they are usually the most trafficked and vibrant area of the community. The central role that customer discussion forums play in connecting customers with one another and lowering support costs, made customer forums a natural stepping stone for companies before social community platforms were widely available.

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Topics: Customer Communities, Online Community

6 Non-Tech Tips for Creating a Private Online Community for Customers

Written by Paul Schneider on October 23, 2012 at 10:31 AM | 2 minute read

With more and more companies looking to create a private online community, many executives are on the lookout for the best way to go about it.

Surprisingly, many organizations think that the success of their customer community is solely based on the technology they choose. The truth is that there are a lot of non-technical items that can make or break your online community.

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Topics: Customer Communities, Online Community

ProCommunity #13: The Psychology Behind Creating Customer Engagement in Online Communities

Written by Joshua Paul | on October 10, 2012 at 7:20 AM | 1 minute read

Discussing How to Design High Levels of Engagement in Your Online Community with Nir Eyal

Nir Eyal joins us for this installment of ProCommunity, the show where online communities meet business performance.

Nir is an entrepreneur, investor, and leading thinker on how to create high engagement products. Along being a Lecturer at the Stanford Graduate School of Business and a frequent speaker at industry conferences and Fortune 500 companies, Nir also writes for TechCrunch, Forbes, and Psychology Today. Nir blogs about business, engagement, and human behavior at NirAndFar.com, where you can sign up to get his upcoming book entitled Hooked: How to Drive Engagement By Creating User Habits.

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

ProCommunity #12: How to Bring Together Online Communities & CRM To Improve Business Performance - Part 2 of 2

Written by Joshua Paul | on October 2, 2012 at 8:25 AM | 1 minute read

Discussing How to Put Social CRM to Work for Your Business with Barton Goldenberg

This is the second half of our discussion with Barton Goldenberg on online communities and social CRM. Review the first part of our conversation on the previous episode of ProCommunity, the show where online communities meet business performance.

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

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