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Posts about Customer Success

Software Support & Online Community Platform Selection

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

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

Daily Customer Service Checklist for Your Online Customer Support Community

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

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

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

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 Customer Communities: 5 Ways to Increase Customer Lifetime Value

Written by Joshua Paul | on November 28, 2012 at 8:55 AM

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

3 Decisions That Will Set Your Private Online Community Up for Success

Written by Joshua Paul | on November 21, 2012 at 9:46 AM

Of the hundreds of decisions that your organization will make in planning, launching, and managing your private online customer or member community, it is important to understand that they are not all equal. All of the decisions do not have equal bearing on the success or failure of your private social network's ability to help you achieve your company's goals.

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Topics: Customer Success

3 Must-Read Tips for Using Social CRM to Get Rich Insight about Customers & Prospects

Written by Joshua Paul | on October 4, 2012 at 3:34 PM

Why hasn't your business embraced social CRM?

The reason probably stems from the confusion about what social CRM is and how companies can integrate online communities into their customer relationship strategies. The hype around social CRM leaves many questions like this:

  • Do my customers want to be engaged by my company on Twitter?
  • How does social CRM fit into my existing customer relationship management efforts?
  • What are the components of a social CRM strategy? Legacy CRM? Online communities? Public social networks?

Luckily, we have the answers.

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Topics: Customer Success

5 Ways to Competitor-Proof Your Customers Using Your Private Online Community

Written by Joshua Paul | on October 2, 2012 at 10:54 AM

On the day that you are reading this, at least one of your customers is watching webinar, downloading an eBook, or fielding a phone call from your competition.

Almost all organizations have competitors. Even the most innovative products are in industries where other companies are trying to solve the same business problems for the market. And today, like every day, your competitors are engaging your current customers.

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Topics: Customer Success

How to Use Online Community Software to Improve Customer Marketing

Written by Joshua Paul | on September 11, 2012 at 8:30 AM

What Should Online Marketers Know to Micro-Target Customer Segments?

I recently asked a top-tier email marketing consultant about the one thing I can do to get the most improvement in my lead and customer email marketing? His answer: segment, segment, and segment.

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Topics: Communications, Online Community Software, Customer Experience, Customer Success

4 Essential Steps for Building a Successful Online Community for Business

Written by Joshua Paul | on June 21, 2012 at 8:54 AM

How to Set Up a Killer Customer Experience in Your Online Community

In online community building, first impressions matter.

If you are lucky enough to get a second opportunity to prove your online community's value to your customers after flopping the first impression test, then second impressions matter too, maybe even more than the first.

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Topics: Customer Success

How to Use a Private Social Network to Improve Customer Satisfaction

Written by Joshua Paul | on June 19, 2012 at 8:14 AM

Successful businesses are built on two things - numbers and people.

The numbers are what they are - market size, sales, cash flow, customer retention, etc. They either add up or they don't.

People are a related, but different story. The numbers would rarely be positive if your employees, partners, and customers weren't aware, motivated, and successful at their jobs.

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Topics: Online Community Software, Customer Experience, Customer Success

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