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Customer Success Posts

Tips for Creating a Killer Online Customer Experience

Written by Christina Green | on May 12, 2016 at 8:30 AM | 5 minute read

Your online customer experience is a vast, sometimes intimidating concept to tackle, made up of all your company's interactions with customers online. It's also something that almost every organization wants to improve, and we'd like to help.

However, since there have been books written about improving the online customer experience, this article will stick to only primary touchpoints directly within your control - aka the web properties you own.

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

3 Ways Marketing Agencies & Consultants Can Turn Overservicing Into Relationships and Revenue

Written by Julie Dietz on May 10, 2016 at 8:30 AM | 4 minute read

As a professional agency or consultant, you provide high quality services and are paid accordingly, right? Think about it. Maybe this is true, but maybe it's not. According to a recent SoDA report, at least 49% of agencies have reported a profit loss due to overservicing, which means giving their clients too much high quality service and not being paid for it.

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Topics: Customer Success, Online Community, Marketing Automation

5 Mistakes Sales People Make When Selling to Existing Customers

Written by Julie Dietz on May 9, 2016 at 8:30 AM | 5 minute read

When it comes to business and revenue growth, existing customers are a powerful influence on organizations, especially in terms of generating sales and increasing profit. According to Totango, 48% of companies report getting 60% or more of their revenue from existing customers. That's a sizeable part a company's financial success, and one of many reasons why companies are increasingly focusing on selling to current customers.

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Topics: Customer Success, Online Community, Marketing Automation

Master the Art of Upselling, Upgrades, and Add-ons

Written by Julie Dietz on May 3, 2016 at 8:30 AM | 4 minute read

If you were brainstorming a business plan, what would it include? An exceptional product? A killer design? A team that runs like a well-oiled machine? If you're a savvy business person these things popped into mind, but so did marketing, sales, and revenue goals as well.

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Topics: B2B Communities, Customer Success, Online Community, Marketing Automation

3 Growth Metrics You Can't Ignore Any Longer

Written by Julie Dietz on April 26, 2016 at 8:30 AM | 8 minute read

Successful businesses take a hard look at their numbers at least once or twice a year, sometimes even more. When they do, they hammer out weaknesses and business goals such as increasing revenue or rolling out product updates, that they want to focus on in the next six months. At the top of nearly everyone's list, you can often find one goal: growth.

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Topics: Customer Success, Online Community, Marketing Automation, Customer Engagement

How to Implement a Customer Portal Platform

Written by Julie Dietz on April 22, 2016 at 8:30 AM | 5 minute read

So, you've decided to launch a customer portal. You're now one step closer to creating a gateway for your customers to connect and collaborate with your company. Your new portal can become a central part of your customer retention strategy and help you expand your relationship with customers as soon as people start using it.

You're living the customer experience dream, right? Not quite. Before you reap the benefits, you need to actually set up, or implement, your customer portal platform.

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Topics: Customer Engagement, Online Community, Customer Success, Customer Support, Online Community Software

How to Use Activity Data in Your Customer Community to Increase Revenue Per Customer

Written by Julie Dietz on April 20, 2016 at 8:30 AM | 4 minute read

It's one of the most well-known rules of doing business: it's much more expensive to acquire new customers than to retain the ones you already have.

While exactly how much more expensive is up for debate, you can estimate that new customers cost five times more than existing customers. Since selling to existing customers is cheaper (lower cost of acquisition), those sales result in higher margins. That line of thinking leads to this basic principle: one of the simplest ways to increase revenue per customer is to sell to the customers you already have.

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Topics: Customer Success, Customer Communities, Online Community Management, Online Community

How to Use Your Online Community to Improve Customer Service

Written by Christina Green | on April 5, 2016 at 8:30 AM | 5 minute read

In today's global economy, you're no longer competing with just the businesses in your town. You're competing around the world, and you may offer similar products and services to half a dozen other vendors, maybe more. You need a way to differentiate yourself outside of product and price, which can only be tweaked so much.

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Topics: Customer Support, Customer Success, Online Community Management, Online Community

How to Measure the Business Impact of Your Customer Community

Written by Nick Davis on February 9, 2016 at 8:30 AM | 4 minute read

Online customer community platforms can do wonders to get your customers participating in and with conversations surrounding your industry, business, and offerings. However, that isn't always the reason that companies decide to invest in a community platform. Customer engagement isn't your end game!

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Topics: Customer Communities, B2B Communities, Customer Success, Online Community

What is Retention Marketing? Plus Three Tips for Doing It Well

Written by Joshua Paul | on December 1, 2015 at 8:35 AM | 4 minute read

Not very long ago all marketing was marketing and all sales were sales. As technology has enabled businesses to efficiently segment their messages in infinite ways, such as prospects, partners, opportunities, and current customers, traditional business development functions have become more  granular as well.

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Topics: Customer Retention, Communications, Customer Success, Online Community, Marketing Automation

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