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.
Topics: Online Community, Customer Experience, Customer Communities
How do you convince an exec that community is worth it when ROI is long-term? Who should be responsible for managing a community?
Mark Ace recently discussed the value of online community in customer success in a Higher Logic webinar. He answered the questions you had about ROI, community management, customer support, and more.
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Topics: Online Community, Customer Success, Customer Advocacy, Customer Support, Customer Experience, Online Community Software, Customer Retention, Online Community Management
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
Disclaimer: A real human wrote this post.
Before you start backing away nervously, I know – these two concepts on their own can create stirrings of inner panic. And in a post together? That’s even worse. But, taking a few minutes to sit down and truly understand each one can benefit the marketer. They’re friendlier than they seem, and you’re likely going to be hearing a lot more about them in the marketing world.
This post discusses three common questions about the relationship between marketing automation and artificial intelligence (AI).
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Topics: Marketing Automation, Marketing, Engagement, Customer Experience, Member Experience
Traditional business models focus on products and services. Companies build up their products, advertise them, then make sales.
That strategy no longer works.
Sales are becoming less and less dependent on products and services. Instead, consumers are turning their attention to the buying experience and how they feel about your company after they become customers.
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Topics: Online Community, Marketing Automation, Customer Experience
I may be biased, but I don’t consider most marketers to be inherently “shady.” There’s a difference between educating someone on your products and services and bombarding them with thoughtless advertising. The downfall of advertising might be part of marketing evolution, but let’s not make it the underlying narrative. Let’s refocus on marketing for people, not at them. Why haven’t we embraced marketing automation as a true opportunity to market with a conscience?
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Topics: Marketing Automation, Email Deliverability, Customer Success, Customer Experience, Marketing
Modern marketing is complicated. But when you break down the components of a strong marketing program, it suddenly feels familiar and approachable. The best tools out there are easy to set up, easy to use, and get results.
Still, there is an overwhelming amount of technology and techniques marketing teams need to sift through. What do you really need and which tools are key for getting results?
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Topics: Marketing Automation, Email Marketing, Customer Experience, Social Media, Engagement
What comes to mind when you think about the term “data science”?
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Topics: Associations, B2B Communities, Customer Experience, Online Community, Marketing Automation
Happy CX Day!
For those of you who haven’t heard of CX Day, here’s the rundown: the Customer Experience Professionals Association (CXPA) organizes CX Day as a global celebration of the companies and professionals who create great experiences for their customers.There are 0 Comments | Get the conversation started.
Topics: B2B Communities, Customer Experience, Online Community
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: Customer Support, Customer Experience, User Group Communities, B2B Communities, Online Community
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