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Posts about Customer Success

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

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: Customer Communities, B2B Communities, Customer Success

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

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

The Role of Online Communities and Customer Portals in Sales Enablement

Written by Mark Lowry on February 23, 2017 at 8:30 AM

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

4 Stats that Link Customer Satisfaction to Your Online Community

Written by Julie Dietz on January 16, 2017 at 8:30 AM

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 Success, Customer Advocacy

Is Your Retention Marketing Plan Inbound-y Enough?

Written by Julie Dietz on November 14, 2016 at 8:30 AM

Which is easier for you to pinpoint, the number of new customers you won last quarter or the number of current customers who left your company?

For most businesses, it's easier to rattle off new customer numbers. That's because the majority of marketing and sales efforts (and executive focus) go toward attracting and winning new customers. Every day, marketers are becoming more and more efficient at winning new business through digital relationship-building approaches like inbound.

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Topics: Communications, Customer Experience, Customer Retention, Customer Success

7 Ideas You Can Steal from Successful Online Communities

Written by Julie Dietz on September 14, 2016 at 8:30 AM

When I give talks about building active and engaged online communities, I inevitably end up stating that there are roughly 99 things that you have to get right to create a thriving community online.

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Topics: Customer Success

Customer Success Should Strive for Empathy - And Community Helps

Written by Molly Talbert | on June 14, 2016 at 8:30 AM

Here’s the situation: you can’t figure out the new software your company is making you implement. You call customer success and get this response: “Sounds like you’re in a tough position and have lots to learn. How can I best help you figure out this software so you can do your job?”

That’s empathy.

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Topics: Customer Communities, Customer Success

What is Net Negative Churn (And Why Do You Want It)

Written by Julie Dietz on May 17, 2016 at 8:30 AM

It's hard to pinpoint a single reason that your customers either stay with you or leave. However, if there's one thing we know for sure, it's this: change leads to churn. Customers will change their minds. Your services will evolve, and no matter what you do, your products or services aren't always going to be the right fit for every person every time.

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Topics: Customer Retention, Customer Success

Tips for Creating a Killer Online Customer Experience

Written by Christina Green | on May 12, 2016 at 8:30 AM

Your online customer experience is a vast, sometimes intimidating concept to tackle, made up of all your company's interactions with customers online. It's also something that almost every organization wants to improve, and we'd like to help.

However, since there have been books written about improving the online customer experience, this article will stick to only primary touchpoints directly within your control - aka the web properties you own.

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Topics: Customer Engagement, Customer Experience, Customer Success

3 Ways Marketing Agencies & Consultants Can Turn Overservicing Into Relationships and Revenue

Written by Julie Dietz on May 10, 2016 at 8:30 AM

As a professional agency or consultant, you provide high quality services and are paid accordingly, right? Think about it. Maybe this is true, but maybe it's not. According to a recent SoDA report, at least 49% of agencies have reported a profit loss due to overservicin that is, giving their clients too much high quality service and not being paid for it.

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Topics: Customer Success

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