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HigherLogic and Socious

Online Community Blog

6 Little Things That Frustrate B2B Customers (That You Can Change This Year)

Posted by Julie Dietz on Fri, May 20, 2016 @ 08:30 AM

Have you ever seen a frozen pond break apart into dozens of floating ice sheets? It goes from a solid ice floor to a dangerous gauntlet of too-thin icebergs bobbing in the freezing water.

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Tags: Customer Support, Customer Relationship Management, Customer Service

How to Use Online Activity Data to Know If a Customer Might Leave You (Without Hearing It From Them)

Posted by Julie Dietz on Fri, May 06, 2016 @ 08:00 AM

There are at least two things we know for sure about customer retention:

  1. Keeping the customers you already have is crucial to the success of your business.
  2. Customers are harder to keep today than ever before.
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Tags: Customer Communities, Customer Support, Customer Satisfaction

How to Find Sales-Ready Opportunities in Your Customer Base

Posted by Julie Dietz on Mon, Apr 25, 2016 @ 08:30 AM

It’s no secret that sales to existing customers generate a significant amount of revenue for businesses. Numbers vary, but Lattice reports that most companies get 50% or more of their revenue from their current customer base. Other research put the number even higher.

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Tags: Customer Support, Customer Marketing, Sales

How to Tackle Customer Experience Challenges (plus 9 other helpful resources)

Posted by Kaila Timmons on Fri, Apr 22, 2016 @ 10:30 AM

Every week we aim to make your life easier by compiling the best online community articles from around the web right here on our blog. This week, our favorite articles focus on digital marketing and improving the customer experience.

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Tags: Association Management, Social Business, Social Strategy, Customer Experience, Customer Support, Customer Relationship Management, Customer Service

4 Characteristics of an Exceptional Online Customer Experience

Posted by Joshua Paul on Tue, Feb 05, 2013 @ 10:04 AM

It is true that your customers have a growing number of options for companies to do business with. While your customer base is getting bombarded with messages from competitors every day, it is your business that has the opportunity to stand out.

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Tags: Association Management, Social Business, Customer Communities, Customer Experience, Customer Support

How to Stay Competitive as Your Industry Goes Social [Social Business Study]

Posted by Joshua Paul on Fri, Jan 25, 2013 @ 09:54 AM

Study: Social Software’s Importance in Your Business Will Grow 45% in the Next 3 Years

Executives must walk a tight rope on social software. It is true that there is a lot of hyperbole around social strategies. It is also a reality that businesses which don’t embrace online community platforms and other social software will get left behind. Your customers expect to be able to engage you in customer communities. You competitors are rapidly researching and implementing social business strategies as well. Where does that leave your organization?

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Tags: Online Community Software, Social Business, Customer Communities, Enterprise 2.0, Customer Support

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