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Customer Communities Posts

How to Use Customer Engagement Data to Identify New Sales Opportunities

Written by Ryan Turcotte on October 10, 2019 at 2:00 PM | 6 minute read

Customer upsell and cross-sell is a huge revenue opportunity for subscription-based software businesses, but many sales teams tasked with account expansion face a similar problem: It’s not always easy to tell which customers are ready for an upsell or cross-sell pitch, and which ones you should continue to nurture. 

Determining where each customer is in their (ideally) lifelong journey with your company can be challenging, and just like new-customer acquisition, trying to make a pitch or close a deal without first segmenting customers will decrease your effectiveness.

But don’t worry: there’s something to look forward to in the world of customer expansion. In today’s business climate, we have access to more data on existing customers than ever before. You can follow your customer’s digital footprint to find qualified growth opportunities within your customer base.

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Topics: Customer Communities, B2B Communities, User Group Communities, Customer Engagement, Online Community

3 Easy Ways to Improve Your Customer Effort Score (CES) with Online Community

Written by Elizabeth Bell on September 26, 2019 at 11:55 AM | 4 minute read

The Net Promotor Score (NPS), Customer Satisfaction (CSAT) score, and the Customer Effort Score (CES) are the current trifecta of tools for measuring the customer experience. Together, each survey type provides a valuable, unique perspective on how your customers feel about their customer experience.

The Customer Effort Score is the newest of these survey tools and is gaining popularity as companies and customer experience experts uncover more of its value.

What exactly does the Customer Effort Score measure, and why does it matter?

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

Customer Retention: 7 Signs to Help You Identify At-Risk Customers

Written by Calista Rollogas | on September 12, 2019 at 9:55 AM | 6 minute read

Many customer success teams are short on time and understaffed. Maybe you’re even a team of one. In an ideal world, every account would get the same amount of time, but that’s not always possible. It’s imperative to prioritize your time and your customer list, especially when a customer might be at risk for churn.   

Fortunately, we’ve identified seven key areas where you can watch for customer churn, and the types of behavior that signify they’re at risk. These indicators will help you identify areas where you can step in before a customer doesn’t renew.

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

Reduce Customer Support Costs the Community Way

Written by Elizabeth Bell on September 5, 2019 at 9:30 AM | 4 minute read

Do you want to make customer support more convenient for your customers?

And reduce your support costs?

Well, we’ll let you in on customer support’s best-kept secret: your own customers.

Your customers are a wealth of knowledge about your product or service. They ask your support team questions that other customers may have already asked and gotten answers to. So why not create a space where they can search for answers and share knowledge, instead of sending them straight to a support ticket queue?

The benefits of connecting your customers in an online community are vast and varied. You might see improved brand awareness or customer loyalty. You will gain valuable insight into your product.

But one area where communities are particularly effective is reducing customer support costs.

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

Build Your Customer Journey Map with 7 Community Touchpoints

Written by Elizabeth Bell on August 29, 2019 at 10:15 AM | 5 minute read

A great customer experience is all about delighting your customer by making them successful. After your customers complete the buyer’s journey and become customers, they enter the post-sale customer journey, or the “delight” phase.

For many software as a service (SaaS) companies, the delight phase is shared across multiple teams. For example, your customer success, support, product management, implementation, and customer marketing teams may all have a hand in influencing the customer journey.

You may have a customer journey map – an agreed-on, cross-departmental plan for how you will support customers throughout their experience with you, with the goal of delighting them and creating loyal brand advocates.

So where do online communities come in?

An online community, besides being the next wave of customer engagement, is the cross-functional tool or Swiss Army knife you need to support each step of your customer journey.

Learn how to build your customer journey map with these seven online community touchpoints.

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

4 Reasons Great Customer Experience Makes a Difference in Your Revenue

Written by Elizabeth Bell on August 22, 2019 at 9:45 AM | 5 minute read

Everybody’s talking about how to improve the customer experience (or CX) these days, but if better customer experience doesn’t translate into dollar signs for your revenue growth, then is the effort even worth it? Maybe focusing on customer experience is just a feel-good idea. 

For quality answers to these concerns, we’ll defer to data from Qualtrics XM Institute’s study, ROI of Customer Experience, 2018. They analyzed feedback from 10,000 U.S. customers and used CX scores from the 2018 Temkin Experience Ratings, which analyzed 318 companies across 20 industries.

They used this data to estimate how a modest improvement in customer experience would impact the revenue of a typical $1 billion company across 20 industries.

Their top finding puts a dollar value on customer experience:

"On average, companies can gain $775 million over three years. Software companies stand to earn the most ($1 billion over three years), while utilities stand to earn the least ($476 million over three years)."

So is customer experience worth the expense? This data suggests a resounding “yes,” that even a modest improvement in customer experience could change things big time for companies.

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

How to Give Your Customer Success Team Superpowers

Written by Calista Rollogas | on August 8, 2019 at 9:45 AM | 7 minute read

Is your customer success team burnt out? How about stressed? If the answer is yes, I’m not surprised. With recent emphasis on customer success programs and the rise in rapidly scaling tech companies, customer success teams are often strapped for resources and time.

Obviously, burnt-out customer success teams digging through disparate data sources and patching resources together for customers isn’t ideal.

These issues are roadblocks to your customer success team’s ultimate goal of improving customer satisfaction and growing your revenue. But how can you get past these roadblocks to activate your customer success team’s success?

It comes down to connecting your customers online.

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

Creating a Great B2B Customer Case Study: 16 Tips for Marketing + Sales Enablement

Written by Elizabeth Bell on July 25, 2019 at 11:17 AM | 8 minute read

Quantifiable, well-presented customer case studies are how business-to-business (B2B) companies prove their solution works. And what does a great B2B case study come down to? A compelling customer story that demonstrates the success of your product or service, and makes others want to buy.

It’s no secret that consumers rely heavily on reviews, and buyers of enterprise software or other services are the same:

  • Prospects view case studies before requesting demos
  • Sales teams rely on case studies to support and close deals
  • Executives use case studies to prove to investors that your company’s product works

So, when customers will vouch for your company and back up your claims with numbers, that’s gold.

But now we get to the reality, which is that finding and producing effective B2B customer case studies is challenging for marketing teams. Why? Customers are busy, they might be unhappy with your company, or they simply might not be ready to share their story. Often, case study requests end in some form of “no” or a non-answer.

However, great case studies can be created! We’re here to help customers marketers rise to the top with 16 case study tips, organized by each stage in the case study process.

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Topics: Customer Communities, B2B Communities, User Group Communities, Customer Engagement, Customer Advocacy, Online Community

What is Net Negative Churn? 4 Strategies to Grow Your Revenue

Written by Elizabeth Bell on July 10, 2019 at 1:22 PM | 5 minute read

Even the greatest companies out there are bound to lose a customer once in a while. It can be hard to pinpoint a single reason that your customers stay with you or leave. However, if there's one thing we know for sure, it's this: change leads to churn, especially in the SaaS world.

When services or products evolve, your new offerings aren’t always going to be the right fit for all your customers. Customer churn simply comes with the territory of doing business.

Since we know at least some churn is a given, is there any way for businesses to offset these costs? 

This is where net negative churn comes in. Although the wording can be confusing (isn’t churn already negative?), this metric is actually an effective growth strategy to help you counteract churn and increase overall revenue.

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

A New Perspective on Negative Feedback in Your Customer Community

Written by Shannon Emery on July 2, 2019 at 1:01 PM | 7 minute read

What if we build an online community and customers just use it to say bad things about us 

Any company adopting an online community has had this fear. Opening your community to your customers, and even prospects, can feel like you’re handing them pitchforks to use against you. It’s scary to think they might be right outside your digital door ready to attack.  

However, I’m here to give you a different perspective. 

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

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