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Customer Success Posts

Customers for Life: Meet the Zenoss TechZen User Community [Case Study]

Written by Caitlin Struhs | on October 30, 2018 at 5:10 AM | 5 minute read

Today’s preferred customer experience combines support, community, and outreach into one unified platform.

Zenoss has facilitated a user community for over 10 years, becoming the de facto online gathering place for IT Ops customers. Recently, Zenoss enhanced customer experience by revamping its online community – name, brand, and all.

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Topics: Online Community, Customer Engagement, Engagement, Customer Success, Customer Experience, Customer Support, User Group Communities

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

[WEBINAR RECAP Q&A] The Value of Community in Customer Success

Written by Mark Ace on August 21, 2018 at 7:56 AM | 5 minute read

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

3 Customer-Focused Benefits of an Online Community

Written by Eversley Sifontes | on August 7, 2018 at 7:47 AM | 3 minute read

Listening to your customers can be both the easiest and most challenging things to do at the same time. While happy customers don’t always sing your praises, those with complaints tend to voice them loud and clear.

We’ve all seen how stock prices have plummeted after a slew of bad press on Twitter or Facebook. It’s an extremely competitive market, and I’m sure your executive team, along with pressure from the board, is not trying to make headlines as the latest entrepreneurial fail. So, how do you weed through the negativity but give your customers a way to feel heard and valued?

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Topics: Online Community, Customer Success

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

How Automation Will Save Marketing

Written by Shayna McGroggan | on March 1, 2018 at 8:30 AM | 3 minute read

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

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

How to Leverage Your User Group to Differentiate Your Company in the Sales Process

Written by Julie Dietz on May 30, 2017 at 8:30 AM | 3 minute read

Sales are competitive. Even companies with quality products that get great results must fight to win new customers because there are always half a dozen other options that customers are comparing to yours.

Every good sales professional knows that. They know that while potential buyers are talking to your company, they’re also talking to your competitors, weighing cost, functionality, support, and features that will help them achieve their goals.

Your company – and your sales team – need a way to break through the noise.

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Topics: User Group Communities, B2B Communities, Customer Success, Customer Support, 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

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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