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Explore the Higher Logic Blog:Online CommunityMarketing Automation

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

All Together: How Our Employee Community Keeps Us Connected During COVID-19

Written by Elizabeth Bell on April 8, 2020 at 12:48 PM | 3 minute read

Pictured above: Some members of our Higher Logic PRIDE community host their first virtual happy hour.

When Higher Logic decided to go temporarily full-remote on March 11, I think a lot of us thought we’d probably be back in the office in a couple weeks. Now it’s been almost a month, and we’ve had to adapt to the idea of suddenly being a remote company.

Many companies are getting used to this new situation, and we’ve felt especially fortunate to have an employee community where we can connect while staying socially distant.

We love having messaging and video calls to stay connected to our immediate colleagues and teams, but there’s nothing like having the virtual community for staying connected to the whole company.

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Topics: Online Community, Company News, Company Culture

Webinar Recap: Attracting Young Professionals to Your Association

Written by Gabrielle Wathen on March 27, 2020 at 11:52 AM | 5 minute read

To attract young professionals to your association, you have to understand what matters to them in their early career stages and what really drives them to succeed. Wondering how to get in the mindset of a young professional in today’s world? 

This week, Higher Logic teamed up with Community Brands to host a webinar on just that – strategizing for the next generation. 

Discussion hosts Vivian Swertinski, Higher Logic Sr. Strategist, and Tara Pawlak, Community Brands Director of Marketing, shared top strategies that associations are using to grow their young professional membership, including: 

  • Young member priorities, like job opportunities and professional development
  • Building a network of peers and mentors within your industry
  • Personalizing your communications during recruitment and retention 

Fun fact: Job opportunities are one of the most sought-after benefits associations can offer. As Tara noted in the webinar:

“In times of economic uncertainty, association job boards see an increase in job seeker traffic, as professionals turn to them as a resource to help fortify against risk or find new job opportunities.”

Let’s go over some actionable insights from our experts, based on industry data, that can help you reach professionals earlier in their careers.

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

10 Ways to Learn with Higher Logic

Written by Gabrielle Wathen on March 24, 2020 at 8:00 AM | 7 minute read

Here at Higher Logic, we’re passionate about lifelong learning and dedicated to providing resources to drive our customers’ to achieve their goals. Education is the foundation of success. 

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Topics: Member Experience, Customer Success, Marketing Automation, Online Community, Super Forum, Learning Management Systems, Product News

Run Your Virtual Event with Confidence: Tips for a Great Show

Written by Gina Vavra on March 19, 2020 at 12:56 PM | 6 minute read

As COVID-19 forces events from in-person to virtual, the first and most essential thing is a mindset shift: Going digital was not your plan, but it’s your chance to make the most of a bad situation.

While you take a step back and re-orient yourself to running a virtual event, you have some freedom to re-envision what your event will look like. Your virtual conference can still be meaningful and engaging for your audience.

Speaking of your audience, they’re craving connection and support right about now. Your event can be one of the things that meets that need.

Let’s refocus together.

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Topics: Engagement, Customer Communities, Member Communities, B2B Communities, User Group Communities, Online Community Software, Customer Engagement, Member Engagement, Online Community, Events

Why a Customer Community Should be Central to Your Customer Experience

Written by Elizabeth Bell on March 17, 2020 at 10:57 AM | 4 minute read

If you’re trying to improve the customer experience, start by looking at whether your digital customer experience is disjointed.

As a SaaS provider or B2B company, “digital” might be the only way a customer interacts with you. If all they experience is disconnected, frustrating processes where they have to login multiple times and go to multiple systems in order to get their problem answered, you’re not delivering an optimal experience. 

One approach to fixing the problem is to centralize the customer experience around a customer community.

A customer community creates a space where customers can connect with you, connect with each other, and find what they need for success.

Your customer community should be a digital hub; a place where customers can access everything they need regarding your company or product during every stage of the customer lifecycle.

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

Higher Logic Offering Free Solution to Help Organizations with Virtual Events in the Face of Coronavirus

Written by Kevin Boyce on March 12, 2020 at 12:07 PM | 7 minute read

Our hearts go out to individuals and communities that have been affected by the novel coronavirus (COVID-19). As COVID-19 concerns grow, conferences and in-person events are being cancelled left and right to protect people and "flatten the curve" of this virus.  

Zendesk Relate, SXSW, the National Comprehensive Cancer Network, SaaStr, Association of University Technology Managers, Facebook F8…the list goes on, from small meetings to huge conferences.  

But instead of cancelling outright, some companies are opting to take their events digital, like Adobe Summit, Zendesk Relater, IBM Think, and Google Cloud Next 

We’re encouraging organizations to adopt a similar approach: With the technology available to you, you can deliver meaningful experiences and engagement to your attendees until you can safely hold large in-person events. 

To make this a reality, we’re stepping in to help.

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Topics: Online Community, Events, Company News

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