<img height="1" width="1" style="display:none" src="https://www.facebook.com/tr?id=2061863960506697&amp;ev=PageView&amp;noscript=1">
Higher Logic Blog - Banner

Customer Success Posts

7 Ideas You Can Steal from Successful Online Communities

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

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.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Online Community Management, Customer Success, Online Community

Customer Success Should Strive for Empathy - And Community Helps

Written by Molly Talbert | on June 14, 2016 at 8:30 AM | 5 minute read

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.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Customer Communities, Customer Success, Online Community

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.)

Read More »

There are 0 Comments | Get the conversation started.

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

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

Written by Julie Dietz on May 17, 2016 at 8:30 AM | 4 minute read

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.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Customer Retention, Customer Success, Marketing Automation, Online Community

Tips for Creating a Killer Online Customer Experience

Written by Christina Green | on May 12, 2016 at 8:30 AM | 5 minute read

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.

Read More »

There are 0 Comments | Get the conversation started.

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

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

Written by Julie Dietz on May 10, 2016 at 8:30 AM | 4 minute read

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 overservicing, which means giving their clients too much high quality service and not being paid for it.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Customer Success, Marketing Automation, Online Community

5 Mistakes Sales People Make When Selling to Existing Customers

Written by Julie Dietz on May 9, 2016 at 8:30 AM | 5 minute read

When it comes to business and revenue growth, existing customers are a powerful influence on organizations, especially in terms of generating sales and increasing profit. According to Totango, 48% of companies report getting 60% or more of their revenue from existing customers. That's a sizeable part a company's financial success, and one of many reasons why companies are increasingly focusing on selling to current customers.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Customer Success, Marketing Automation, Online Community

Master the Art of Upselling, Upgrades, and Add-ons

Written by Julie Dietz on May 3, 2016 at 8:30 AM | 4 minute read

If you were brainstorming a business plan, what would it include? An exceptional product? A killer design? A team that runs like a well-oiled machine? If you're a savvy business person these things popped into mind, but so did marketing, sales, and revenue goals as well.

Read More »

There are 0 Comments | Get the conversation started.

Topics: B2B Communities, Customer Success, Marketing Automation, Online Community

3 Growth Metrics You Can't Ignore Any Longer

Written by Julie Dietz on April 26, 2016 at 8:30 AM | 8 minute read

Successful businesses take a hard look at their numbers at least once or twice a year, sometimes even more. When they do, they hammer out weaknesses and business goals such as increasing revenue or rolling out product updates, that they want to focus on in the next six months. At the top of nearly everyone's list, you can often find one goal: growth.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Customer Engagement, Customer Success, Marketing Automation, Online Community

How to Implement a Customer Portal Platform

Written by Julie Dietz on April 22, 2016 at 8:30 AM | 5 minute read

So, you've decided to launch a customer portal. You're now one step closer to creating a gateway for your customers to connect and collaborate with your company. Your new portal can become a central part of your customer retention strategy and help you expand your relationship with customers as soon as people start using it.

You're living the customer experience dream, right? Not quite. Before you reap the benefits, you need to actually set up, or implement, your customer portal platform.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Online Community Software, Customer Engagement, Customer Support, Customer Success, Online Community

Subscribe to the blog by email

Subscribe to the blog by RSS

rssHigher Logic Blog Feed

Recent posts

We're Featured

Association Universe