3 Steps to Design a Community Engagement Plan

Posted by Sarah Robinson-Yu on Apr 16, 2020 9:00:00 AM

11 minute read

One thing that most organizations struggle with when it comes to their online community forum is engagement. Getting members to stay, participate and continue to be engaged is, in fact, the biggest challenge facing online communities, according to a recent study. That being said, this article will discuss how to design a community engagement plan in three easy steps. 

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Topics: Community, Customer Success

5 Ways Customer Success Managers Can Improve Product Adoption

Posted by Revanth Periyasamy on Mar 5, 2020 9:30:00 AM

6 minute read

Most customer success managers focus on how to get customers to use products well or use them to their fullest potential. 

But what do you do when customers aren't using the product at all? In that case, you have a product adoption issue—the customer bought the product but is failing to utilize it. Low adoption rates can be disastrous for a CS team and the business as a whole, and can lead to an increased churn rate, lost revenue and lower customer satisfaction and engagement.

Simply put, if customers aren't using your product, they will not renew their subscriptions or make additional purchases. Driving product adoption is a crucial function of customer success teams, especially for SaaS companies. So what can you do?

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Topics: Customer Success

Is Your Community a "Swipe Right" Type Forum?

Posted by Sarah Robinson-Yu on Feb 14, 2020 11:15:00 AM

8 minute read


Happy Valentines Day folks! Love is in the air! ...Well, actually, no, I lied.

It’s in the first impressions.

First impressions are everything, and people love to be judgy - about everything! Perhaps that’s why there are 57 million Tinder users worldwide, with a whopping 1.6 billion swipes a day. That’s 1.6 billion judgement calls per day on only one dating app based on appearances alone!

If that’s not brutal, I don’t know what is.

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Topics: Community, Customer Success

Failing on Customer Success? Learn From These Mistakes

Posted by Dwayne Charrington on Feb 11, 2020 8:00:00 AM

8 minute read

Your business is booming every day, and your customer base is increasing rapidly. Your profits are good, but suddenly things begin to change. The once enthusiastic customers who always wanted to come back to get more from you are now starting to stay away. The number of customers you now see every month is half of what it used to be, and your sales conversion is severely bleeding. To make matters worse, you begin to notice your most active customers are now choosing your competitors over you!

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Topics: Customer Success

Customer Service vs Customer Success: What's the Difference?

Posted by Sarah Robinson-Yu on Aug 6, 2019 8:00:00 AM

9 minute read

While it’s not uncommon to hear the terms “customer success,” and “customer service,” used interchangeably, one should be cautious of doing so. Yes, these terms are related and connected in various ways. They both involve helping customers, troubleshooting issues and providing valuable information, however using these terms as synonyms would be a mistake. 

This blog aims to dispel the differences between these two terms and make it abundantly clear what each of these mean.

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Topics: Community, Customer Success, Customer Service

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