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User Group Software Posts

5 Tips for Staying Sane During Your Online Community System Migration

Written by Elizabeth Bell on December 6, 2019 at 8:30 AM | 4 minute read

Most of us hate moving. It means hassle, stress, PACKING, money, and time, but it’s one of those things you just have to do sometimes. And in the end, it’s usually worth it for a bigger space, a better yard, a faster commute, and more bathrooms.

It’s the same way when you’re planning a system migration, especially when it’s a software platform you’ve invested a lot into, like your online community.

Just remember that moving your online community to get it right is totally worth it. According to Aberdeen Research, firms with online communities:

  • Enjoy 5.4 times greater annual increase in customer satisfaction rates.
  • Achieve 41% greater average customer profit margin
  • Are 2 times more likely to have a formal strategy to encourage loyal customers to become brand advocates
  • Improve (decrease) support costs by 32.9% year-over-year
  • Grow customer retention rates by 15% year-over-year

Since migrating your online community to a new community platform vendor is a big commitment, I’m sure you’ve carefully considered the change. As you project manage the migration, rely on these tips to guide you (and preserve your sanity) as you progress.

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Topics: Community Platforms & Updates, Online Community Management, Customer Communities, B2B Communities, User Group Communities, Online Community Software, User Group Management, User Group Software, 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

Why Top User Groups Use All-In-One User Group Software

Written by Joshua Paul | on April 5, 2013 at 3:45 PM | 6 minute read

Ask any user group veteran about their biggest challenges and you'll hear a common theme. Whether they are involved in independent user groups or company-run user groups, they need to balance the time they spend managing internal systems with the benefits they need to offer their members.

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Topics: B2B Communities, User Group Management, User Group Software, Online Community

ProCommunity #5: User Groups, Online Forums, and Customer Engagement

Written by Joshua Paul | on August 7, 2012 at 7:15 AM | 1 minute read

Discussing How User Groups Increase Customer Engagement with Lew Conner

Lew Conner joins us for this episode of ProCommunity, the show where online communities meet business performance.

Lew is the Executive Director of the Higher Education Users Group (HEUG), a large independent user group serving Oracle and PeopleSoft customers across the globe. He has been involved in leading and managing software user communities for over 30 years. Lew can be found at www.HEUG.org.

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Topics: Customer Engagement, User Group Management, User Group Software, Online Community

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