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User Group Communities Posts

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

From Stagnant to Stand-Out: 3 Strategies to Differentiate Your Customer Experience

Written by Kate Zimmerman | on June 19, 2019 at 11:04 AM | 4 minute read

Customer experience executives from around the world gathered in New York last week to receive some disappointing news from Forrester Research at the Forrester CX NYC Conference. Despite investments of $56 billion last year, customer experience index scores remained stagnant for the second year in a row.

Thankfully, the mood was far from despair. To combat the problem, many organizations are looking at ways to deliver a better customer experience and differentiate themselves in the market.

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

39 Online Community Stats You Should Know in 2019

Written by Elizabeth Bell on June 13, 2019 at 8:58 AM | 6 minute read

The Community Roundtable annually releases The State of Community Management Report, and it’s chock-full of timely online community stats to help inform your strategies in the year ahead.

Community is increasingly recognized as a valuable and effective way to create complex organizational change, and The Community Roundtable’s research has backed up and lead that effort by finding hard data and facts.

We’ve pulled out 39 of our favorite stats from the report (but don’t worry, there’s more stats and info to be had in the full report!)

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

4 Ways to Use Events + Conferences to Increase Online Community Engagement

Written by Gabrielle Wathen on June 11, 2019 at 1:23 PM | 5 minute read

There’s something special about attending an event that leaves you feeling invigorated, inspired, and better off for having participated. Making new connections in an environment like this can be energetic, powerful, and truly productive. It can also boost community engagement.

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Topics: Online Community Management, Engagement, Customer Communities, Member Communities, B2B Communities, User Group Communities, Associations, Customer Engagement, Member Engagement, Marketing Automation, Online Community, Events

Public Social Network or Private Online Community? 11 Tips to Guide Your Decision

Written by Elizabeth Bell on June 6, 2019 at 2:10 PM | 8 minute read

Would you build your house on rented land? Or move all your belongings into a hotel room?

The answers are obvious. No, you wouldn’t, because you’d be trying to create something permanent in an impermanent place that you don’t own, where things could change at any moment.

Could the same concept apply to building a community for your customers or members on social media? We think so.

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Topics: Online Community Management, Engagement, Customer Communities, Member Communities, B2B Communities, User Group Communities, Associations, Online Community Software, Customer Engagement, Customer Experience, Member Experience, Member Engagement, Online Community, Integration, Advertising

15 Tips to Help Successfully Move Your Social Media Community to a New Platform

Written by Elizabeth Bell on May 14, 2019 at 8:41 AM | 8 minute read

No matter the reason for the change, anyone who has grown an online community to maturity on a Facebook or LinkedIn or Yahoo group can tell you that the thought of moving that community to a new platform is enough to keep a person up at night.

There are logistical and personal challenges to migrating an entire community, like:

  • What if engagement totally dies?
  • What if we lose all the activity from our old group when we transition?
  • What if community users don’t move?
  • What if users start their own rogue communities because they hate our new platform?

But whatever your worries are, moving your community to an official community platform could be what it needs to become even better. Plus, with Yahoo Groups shutting down, it's definitely a good time to think about a new home for your community.

To get you to that new, better place, there are some strategic elements to think about as you transition your community from a social media group to an official community platform. 

(Not sure you want to move to a platform built for community yet? Let this post convince you.)

We’re here to help you meet your goals while avoiding these pitfalls.

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

3 Benefits of a Customer Advisory Board for Your Software Company

Written by Elizabeth Bell on May 9, 2019 at 10:53 AM | 5 minute read

Do you have a Customer Advisory Board (CAB) or customer advisory council? A lot of software companies do. It’s one of those boxes that you check because you know it’s a best practice.

But something else that’s common is when companies check the CAB box just to have one, but don’t end up doing much with it (likely because of the workload it takes to manage). Rather than becoming the product and customer experience-changing entity that it has the potential to be, many CABs go into hibernation, never to be heard from again.

It’s time to change that. It’s time to mobilize your CAB for action.

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

SaaS Customer Onboarding: A 3-Step Guide for Streamlined Success

Written by Elizabeth Bell on February 12, 2019 at 8:18 AM | 5 minute read

Like making a first impression with a new acquaintance, SaaS customer onboarding has a big effect on whether your customer’s trajectory with your company is positive or negative.

Imagine you’re the main point of contact or user of the software element your company has purchased. You had a great experience with the salesperson, but now that you’ve signed the deal, you’re unsure about next steps. You find yourself poking around on your own and investing lots of time figuring out what to do next…

This situation doesn’t spell great news for a new customer.

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Topics: B2B Communities, User Group Communities, Customer Experience, Customer Success, Marketing Automation, Online Community, Integration

Customers for Life: Meet the Zenoss TechZen User Community [Case Study]

Written by Caitlin Struhs | on October 30, 2018 at 5:10 AM | 5 minute read

Today’s preferred customer experience combines support, community, and outreach into one unified platform.

Zenoss has facilitated a user community for over 10 years, becoming the de facto online gathering place for IT Ops customers. Recently, Zenoss enhanced customer experience by revamping its online community – name, brand, and all.

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

Community for Career Development: A Look Inside One NAVUG Community Member’s Journey

Written by Holly Kutil | on December 26, 2017 at 8:30 AM | 5 minute read

"Never doubt that a small group of thoughtful, committed, citizens can change the world. Indeed, it is the only thing that ever has." ~ Margaret Mead

I’m a member of NAVUG, an online community that is the epitome of Margaret Mead's statement. If you will humor me and enjoy the story I am about to share, you too can build a thriving and successful online community in your sphere of influence.

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Topics: User Group Communities, Online Community

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