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Customer Success Posts

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

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 | 3 minute read

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, Online Community

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

Written by Joshua Paul | on October 2, 2012 at 10:54 AM | 4 minute read

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, Online Community

How to Use Online Community Software to Improve Customer Marketing

Written by Joshua Paul | on September 11, 2012 at 8:30 AM | 5 minute read

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, Online Community

4 Essential Steps for Building a Successful Online Community for Business

Written by Joshua Paul | on June 21, 2012 at 8:54 AM | 3 minute read

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, Online Community

How to Use a Private Social Network to Improve Customer Satisfaction

Written by Joshua Paul | on June 19, 2012 at 8:14 AM | 3 minute read

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

4 Must-Read Customer Community Books for Social Business Pros

Written by Joshua Paul | on August 25, 2011 at 12:25 PM | 2 minute read

With all of the online reading that marketers and customer management professionals do, it is sometimes refreshing to read or listen to an entire book on a topic that covers all the angles, is full of comprehensive tips, and offers practical examples and success stories.

While there are an array of books (many of them are very good) about using social media to build reach and develop a personal brand, many social media books don't cover why and how to build a successful and sustainable online customer community. There is agreement among most public social media professionals on best practices to grow your business. However, most marketing strategy books don't offer in-the-trenches advice for planning and launching an online communities since organizations have wide-ranging customer engagement goals.

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Topics: Customer Success, Online Community

How to Avoid Violating Customer Communication Preferences

Written by Joshua Paul | on August 23, 2011 at 8:30 AM | 3 minute read

I have been getting a lot of positive feedback about our recent post, 10 Things About Building an Online Community That May Surprise You. I have also been getting some questions. One of most important questions has to do with centrally positioning your online customer or member community in your customer communication strategy so that your target audience has to use the community to get valuable information from your organization. Some organizations may even see running their customer communication through their online community as potentially violating their audience's communication preferences.

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Topics: Customer Success, Online Community

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