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Customer Success Posts

How to Use Your Online Community to Improve Customer Service

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

In today's global economy, you're no longer competing with just the businesses in your town. You're competing around the world, and you may offer similar products and services to half a dozen other vendors, maybe more. You need a way to differentiate yourself outside of product and price, which can only be tweaked so much.

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

How to Measure the Business Impact of Your Customer Community

Written by Nick Davis on February 9, 2016 at 8:30 AM | 4 minute read

Online customer community platforms can do wonders to get your customers participating in and with conversations surrounding your industry, business, and offerings. However, that isn't always the reason that companies decide to invest in a community platform. Customer engagement isn't your end game!

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

What is Retention Marketing? Plus Three Tips for Doing It Well

Written by Joshua Paul | on December 1, 2015 at 8:35 AM | 4 minute read

Not very long ago all marketing was marketing and all sales were sales. As technology has enabled businesses to efficiently segment their messages in infinite ways, such as prospects, partners, opportunities, and current customers, traditional business development functions have become more  granular as well.

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

How to Improve Customer Satisfaction By Getting More Customers to Trust You

Written by Joshua Paul | on November 4, 2014 at 8:30 AM | 5 minute read

It's no secret that Socious runs many of its marketing programs and blog on the HubSpot platform. We use their marketing and sales tools extensively and I've personally been using their platform for over four years. That's why I was especially excited about some of the new features announced at HubSpot's Inbound conference in September.

One feature in particular that caught my eye was the calendar function. It allows you to manage all of your blog posts, email campaigns, and social media postings in one place. This makes scheduling easier so you can make sure all of your messages and content are spaced appropriately and nothing falls through the cracks. In theory, it all sounded great.

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Topics: Customer Success, Marketing Automation, Online Community

Why Creating an Online Customer Community is the Ultimate Post-Sale Inbound Strategy

Written by Joshua Paul | on October 14, 2014 at 10:50 AM | 6 minute read

At this point, you're probably tired of hearing about inbound strategies. However, there's a reason inbound marketing, sales, and customer communication has changed the way people do business. There's a reason they're so popular.

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Topics: Customer Communities, Customer Success, Customer Advocacy

Think You Know Your Market? 13 High-Value Insights from Your Online Customer Community

Written by Joshua Paul | on May 15, 2014 at 10:00 AM | 6 minute read

In many cases, your organization is only as good as your insight into your market. This market data is the foundation of decisions about everything from products to positioning to messaging.

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

Software Support & Online Community Platform Selection

Written by Andy Steggles | on November 16, 2013 at 9:30 AM | 6 minute read

A common and much disputed saying about online communities is 'build it and they will come,' referring to the concept that all you need to do to create a thriving online community is launch the software. Obviously, it's not that simple.

There's a lot that goes into the success or failure of an online community - strategy, site design, integration with whatever back-end database the org is using, etc. Not to mention community management. But one facet of online community that I don't think gets enough recognition is support, e.g. help for the person/people managing the community and helping them make their platform as good as it can be.

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Topics: User Group Communities, Online Community Software, Customer Support, Customer Success, Online Community

Daily Customer Service Checklist for Your Online Customer Support Community

Written by Joshua Paul | on July 16, 2013 at 8:30 AM | 4 minute read

The use of online communities for support doesn't correlate to customer engagement being on autopilot.

When you launch an online customer support community, it does not mean that you've created a customer experience where all customer issues are handled by the community.

Once the community reaches critical mass, customers and partners in your online community will do their best to provide answers and insight to your customers. However, that does not by any stretch let your organization off the hook.

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Topics: Customer Success, Online Community

4 Steps to Better Business Intelligence Using Predictive Analytics in Your Online Community

Written by Joshua Paul | on May 7, 2013 at 10:28 AM | 7 minute read

Do you want to know how to bring down the mood at the next happy hour, cocktail party, or cookout that you attend? Bring up predictive analytics.

In reality, predictive analytics is not scary at all. Here is a great explanation from Dr. Eric Siegel, founder of Predictive Analytics World and author of the new book "Predictive Analytics: The Power to Predict Who Will Click, Buy, Lie, or Die."

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Topics: Customer Success, 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

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