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Online Communities in 2020: 28 Key Facts + Statistics to Know

Written by Elizabeth Bell on June 5, 2020 at 10:45 AM | 6 minute read

Every year, The Community Roundtable releases the State of Community Management Report. It’s always filled with insightful analysis on how online communities, both internal and external, are making a difference. 

This year is no different.

2020's report, The State of Community Management: Changing the Way the World Works, highlights three big themes:

  1. Advanced communities create generative value.
  2. External communities elevate the customer experience.
  3. Internal communities reveal untapped potential.

We pulled out 28 stats from this year's report that illuminate big community topics. 

But before we dive into those stats and facts, don’t miss out: The Community Roundtable provides incredibly helpful analysis on three trends in the report, along with specific recommendations you can apply at your organization, all available in the full report below.

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Topics: Online Community Management, Customer Communities, Member Communities, Customer Engagement, Member Engagement, Online Community

Building Buy-In for an Online Community at Your Association

Written by Elizabeth Bell on May 29, 2020 at 12:09 PM | 11 minute read

You don't have to be a hypnotist or a master of persuasion to build support for an online community among your association’s board and executive team.

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Topics: Communications, Engagement, Volunteer Management, Member Communities, Associations, Member Retention, Member Experience, Member Engagement, Collaboration Tools, Email Marketing, Online Community, Events

Intro to Customer Communities: 3 Ways a Branded Online Destination Builds Your Business

Written by Elizabeth Bell on May 28, 2020 at 11:03 AM | 5 minute read

Customer communities – what do they do for your business, really? Is a community a nice-to-have or a must-have?  

Michael Torok and Chris Detzel lead community efforts at their SaaS companies, Delphix and Imperva, respectively. 

They joined us to share why they began their communities, and the benefits they believe community will create for their customers and their organization.

We’re sharing those big ways a branded community benefits your customers and your organization.

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Topics: Customer Communities, B2B Communities, User Group Communities, Customer Engagement, Customer Experience, User Group Management, Customer Retention, Customer Support, Customer Success, Online Community, B2B

6 Ways Associations Can Use Webinars to Engage Members and Increase Non-Dues Revenue

Written by Lindsay Rutz | on May 20, 2020 at 8:45 AM | 4 minute read

Video conferencing and virtual events have never been more important to business as it is now - especially for associations who need to keep members engaged and revenues high. 

Associations can run different types of webinars to make up for lost revenue from canceled annual events and continue giving members a helpful, engaging, relevant experience. 

Check out these six ideas for creating engaging webinars that deliver a valuable experience to your association’s members:

  1. Create Educational Opportunities
  2. Use Webinars to Communicate 
  3. Onboard New Members
  4. Run Networking/Online Career Fairs Virtually
  5. Capitalize on Sponsorship
  6. Showcase Benefits of Technology
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Topics: Engagement, Associations, Member Experience, Member Engagement, Email Marketing, Marketing Automation, Online Community, Events

Want to Maximize Association Membership Value? Create Indispensable Engagement

Written by Elizabeth Bell on May 13, 2020 at 9:25 AM | 3 minute read

Although “engaging people” might not seem like the most groundbreaking approach to organizational growth, it’s a simple idea that has wide-reaching effects.

What is engagement, at its core? The more connected we are to something, the more we love it. We develop memories surrounding the people, the experiences, and the things we learn. We’re most attached to the groups or organizations that we’re most involved in.

This engagement produces things like higher retention, increased member satisfaction, and a larger membership.

And the inverse is true. You might be experiencing the effects of a lack of engagement at your association now, without realizing the source of the problem. What are those effects?

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Topics: Communications, Member Communities, Associations, Member Retention, Member Experience, Member Engagement, Marketing Automation, Online Community

Our Customer Reviews Make Higher Logic a G2 Leader in Online Community Management

Written by Kevin Alansky | on May 11, 2020 at 12:18 PM | 5 minute read

G2, the leading B2B technology review platform, released their Spring 2020 Grid Report, and we are excited to announce that we’ve been named a Leader in Online Community Management for the 4th consecutive quarter.

This is a huge honor for us, as this ranking is based on reviews directly from our customers.

The backing of G2 and our customers proves we’re achieving our mission: Making organizations successful by bringing them closer to their customers through meaningful interactions and powerful insights.

This review from one of our customers says it all: “We've been on board with Higher Logic for 3 years now. I feel like it has just continued to improve and grow every year. I'm excited to continue expanding our use of all the Higher Logic software. The staff/support is extremely responsive and wants to make this a great experience for all their customers.”

Thank you to our customers who have shared their experiences to help us be recognized.

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Topics: Community Platforms & Updates, Customer Communities, Member Communities, B2B Communities, User Group Communities, Online Community Software, Online Community, Product News

Why Every SaaS Company Needs a Branded Customer Community

Written by Elizabeth Bell on May 6, 2020 at 2:18 PM | 3 minute read

Business-to-business software as a service (SaaS) companies are rushing to dedicate resources and specific teams to improve the customer experience (CX). In fact, 80% of customer success teams have grown in the last year (Totango).

The problem is, customer experience issues usually don’t lie just in one department, like sales, or product.

If you do a quick search on LinkedIn to find the titles of people involved in customer experience, you’ll find a range of departments and titles, speaking to this unique problem: CX teams have to address challenges that come from across the company, and it’s not often clear where to start.

Your team of customer success managers (CSMs) and support agents could be the hardest working, most personable people ever, and your customers may still be unhappy. The point is, it’s often a mixture of departments and processes that come together to create a poor or great customer experience.

With such complex challenges, it can be a painstaking task to try to create a plan of action or adopt new tools to support your customers better.

But one approach to solving this company-wide challenge is to pursue customer engagement, by connecting your customers to each other and to you in an online community.

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Topics: Customer Communities, B2B Communities, User Group Communities, Customer Experience, Customer Retention, Customer Success, Customer Advocacy, Online Community, B2B

7 Tips for Engaging Your Audience with a Virtual Event Community

Written by Kaila Timmons on May 1, 2020 at 8:12 AM | 5 minute read

During the plethora of free webinars and events happening right now, how can you help your virtual event stand out from the crowd?

We’ve heard a lot about how difficult it is to keep people engaged when they’re participating at their desks. It’s probably even harder when they’re working from home, due to all the distractions.

To counter this, try adding an unexpected element: community engagement.

An event community can help you create that sense of connection and engagement that you miss by not being in person.

But it’s not just “feel-good” results. Engagement helps you accomplish your larger goals for the virtual event.

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Topics: Communications, Engagement, Customer Communities, Member Communities, B2B Communities, User Group Communities, Customer Engagement, Member Engagement, Collaboration Tools, Marketing Automation, Online Community, Events

How Associations Are Using Community to Support Their Members During COVID-19

Written by Elizabeth Bell on April 14, 2020 at 4:22 PM | 6 minute read

Over the past month, as our customers shared ideas about responding to COVID-19 in our users community, HUG, we noticed some simple but impactful ways associations are using their communities to support their members and their industries.

And it makes sense: In a time when we’re all craving connection, what’s more perfect than a community dedicated to your success and your industry?

We spoke with a few of those customers to hear more about their initiatives, and we're sharing a few of these observations with you, to encourage you and maybe inspire some ideas for your own organization.

We're sharing four ways we're seeing communities used to bring connection and enhance these associations' missions during these times.

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Topics: Engagement, Member Communities, Associations, Member Experience, Member Engagement, Collaboration Tools, Online Community, Events

Life After Jive-x: Choosing a New Home for Your Customer Community

Written by Billy Volpone on April 9, 2020 at 3:32 PM | 6 minute read

If you’re a Jive-x customer, you know Khoros has given your external community platform an official end-of-life date: December 2020.

This announcement got me thinking about my time at Jive Software and my transition to Higher Logic. I started at Jive in 2007 when the platform was still known as “ClearspaceX.” After Jive was acquired and things started changing, I knew I wanted to continue building customer communities that would make a difference for organizations and their members, but where to do it?

I joined Higher Logic because I saw (and see) in them a company who is passionate about community networks and understands the power of engagement to transform businesses and the customer experience.

As you decide on a new platform for your customer community, I think your journey will mirror mine. One of the most important questions I asked, and that you should ask too, is whether the vendor shares your vision for how a customer community should be defined and what it could potentially become.

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Topics: Engagement, Customer Communities, B2B Communities, User Group Communities, Online Community Software, Customer Engagement, Customer Experience, Collaboration Tools, User Group Software, Customer Success, Online Community, B2B

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