Higher Logic

Introducing the 2020 Community Movers + Shakers

Higher Logic

Online communities are powerful. Not only are they complex solutions for complex organizational problems, but communities can create real lasting friendships, powerful professional connections, and loyal brand advocates.

Webinar Recap: Attracting Young Professionals to Your Association

Higher Logic

To attract young professionals to your association, you have to understand what matters to them in their early career stages and what really drives them to succeed. Wondering how to get in the mindset of a young professional in today’s world?

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Run Your Virtual Event with Confidence: Tips for a Great Show

Higher Logic

As COVID-19 forces events from in-person to virtual , the first and most essential thing is a mindset shift: Going digital was not your plan, but it’s your chance to make the most of a bad situation.

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What’s In It For Me? 5 Life-Changing Benefits of Volunteering

Higher Logic

“I would love to volunteer…but I just don’t have the time!” Sound familiar? Life is busy, no doubt. But isn’t it funny how you can hear someone say this, and then in the very next breath they’ll ask you if you’re caught up on the 10-hour Netflix series they just binge-watched? Okay, I’m guilty too.)

AMC-Managed Organizations are More Stable than Standalone Organizations

Why do organizations managed by Association Management Companies outperform standalone organizations? This paper seeks to answer that question through the results of a study examining the rates of change in the length of chief staff executive tenure and changes in office locations of membership-based organizations between 2009 and 2015.

10 Ways to Learn with Higher Logic

Higher Logic

Here at Higher Logic, we’re passionate about lifelong learning and dedicated to providing resources to drive our customers’ to achieve their goals. Education is the foundation of success. But the thing about knowledge is: You have to want it. According to research : “ Lifelong learning is the ‘ongoing, voluntary, and self-motivated’ pursuit of knowledge for either personal or professional reasons.

How to Start a Mentoring Program People Want to Participate In

Higher Logic

Think back to your first job out of college. You were probably excited and wanted to learn everything. Along the way, did you have someone who mentored you and helped you along in your profession?

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Why a Customer Community Should be Central to Your Customer Experience

Higher Logic

If you’re trying to improve the customer experience, start by looking at whether your digital customer experience is disjointed. As a SaaS provider or B2B company, “digital” might be the only way a customer interacts with you.

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Are You Facing These 3 Community Building Challenges?

Higher Logic

Communities are becoming a staple for healthy organizations to reach and interact with their customers and members, but they can be hard to navigate.

3 Add-on Tools to Drive Association Revenue + Amplify Member Engagement

Higher Logic

Is your association leveraging technology to its fullest potential? You can elevate the success of your online community and marketing automation activities by integrating solutions that fuel long-term engagement , like data collection, mobile apps, and volunteer management programs.

7 Hard Questions to Evaluate Your Digital Customer Experience

Higher Logic

The hard truth: Your digital customer experience may be disjointed. Forrester Research writes, “Digital experience delivery is a business-critical obligation.”. For many companies today, especially B2B or SaaS companies, the digital customer experience is the customer experience.

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Success Stories: 9 Award-Winning Customers Highlighted at Super Forum 2019

Higher Logic

Every year at Super Forum , we award customers who went above and beyond with their communities and automated campaigns. We’d like to take a moment to look back at the 2019 winners and share the tips and tricks they’re using to truly shine. Meet 9 Award-Winning Higher Logic Customers.

3 Ways This Customer Community is Humanizing the Customer Experience

Higher Logic

Have you had a recent brand interaction that impressed you? Maybe a company answered your support question quickly or accommodated you in a way that made you feel seen and appreciated. These experiences stand out to us, because too often, human, relatable customer experiences are rare.

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Association Growth Strategy: 6 Tech Tools to Drive Member Recruitment + Retention

Higher Logic

For associations focusing on strategically attracting new members (and keeping them engaged for the long haul), it’s important to package your tech stack for ample growth and retention.

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Higher Logic Joins Team Rubicon to Tackle Community Disaster Response in Houston

Higher Logic

HIGHER LOGIC CARES: Through our 2019 Charity Program, we sent a group of nine staff volunteers to Houston, Texas, in May 2019 to assist Team Rubicon in disaster response efforts. This story is about their personal experiences on-site and what it’s like to participate.

Get to Know Ideation in Higher Logic Community: Your Tool for Effective Feedback

Higher Logic

When our organizations are guided by end-user feedback, we’re more effective, we create more satisfied members and customers, and ideally, we increase our revenue.

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Association Management Systems (AMS): 5 Software Strategies

Higher Logic

Your association provides your members with many different opportunities to develop as professionals and grow in their careers.

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­­25 Things You Can't Miss at Super Forum 2019

Higher Logic

Whether you’re attending Super Forum 2019 or putting our annual community conference on your wish list for next year, there’s plenty to look forward to. Here are the 25 things you will be glad you didn’t miss at our 10th Super Forum. Dazzling Views.

10 Association Communications Stats with Tips to Reach Younger Members More Effectively

Higher Logic

A cheer for 2020: ?? What do your members want? Personalized content customized to their interests!]. ?? Where do they want it? Delivered to their inboxes, online community dashboards, and everywhere they consume content.]. ?? When do they want it? [.Yesterday.]. Yesterday.].

MTI's Story: Harnessing Community to Digitally Transform

Higher Logic

The Metal Treating Institute ( MTI ) is a nonprofit trade association built to support its members, companies in the heat treating business. It has 370 member companies across 40 U.S. states and Canada. MTI adopted an online community in 2009. This is their digital transformation story.

How to Use Customer Engagement Data to Identify New Sales Opportunities

Higher Logic

Customer upsell and cross-sell is a huge revenue opportunity for subscription-based software businesses, but many sales teams tasked with account expansion face a similar problem: It’s not always easy to tell which customers are ready for an upsell or cross-sell pitch, and which ones you should continue to nurture. Determining where each customer is in their (ideally) lifelong journey with your company can be challenging, and just like new-customer acquisition, trying to make a pitch or close a deal without first segmenting customers will decrease your effectiveness. But don’t worry: there’s something to look forward to in the world of customer expansion. In today’s business climate, we have access to more data on existing customers than ever before. You can follow your customer’s digital footprint to find qualified growth opportunities within your customer base. 5 Steps to Identify Sales-Ready Opportunities. Here are five key steps to identify selling opportunities, so you can start to create a method for sourcing more qualified and sales-ready leads. 1. Locate or Create Multiple Sources of Customer Activity Data and Start Monitoring Trends. Your customer behavior data is your best tool for finding sales opportunities, so start by establishing quality data sources and monitoring them routinely. These sources of data help you build an accurate picture of your customer’s digital footprint. Look for the most common data sources on your customers, like: Email : Opens, clicks and conversion rates in your marketing team’s automated email campaigns convey intention or interest. Web tracking : Web tracking and transaction history will tell you where your customer prioritizes their time. Website : Landing page submissions, preference management (opt in/opt out) show you where your customer is interested enough to share their information. Social media : Brand mentions on social media help you understand customer sentiment. Online community : Customer conversations or resource uploads/downloads in your online community or support portal are a big sign of customer interest in a certain area and can indicate customer sentiment. Product : Customer product suggestions or feedback in your community or to your product team indicate involvement or interest. Success and Support : Your customer success and support teams have access to health scores, NPS surveys, and CSAT data that can indicate customer happiness. CRM : Your account management record shows previous sales opportunities, in case the account had a previous internal owner and prior upsell attempts. Learning Management System (LMS): Self-education is a big sign your customer is ready for a call – willingness to learn about your products is a great indicator of whether your customer is happy with their product experience and want to invest further. Determine which sources your company has, or might need to develop, and use the information to build customized profiles for each of your customers. 2. Analyze Your Customer Behavior and Build a Persona. It takes time to collect information about your customers and allow for patterns to develop, but eventually you will be able to use that data to create a persona(s) for your ideal sales-ready customer. When you're just starting the process, use assumptions or benchmarks to create your profile, and build on that framework over time. For example, you could start with the assumption that customers who have had recent negative experiences with your product, customer support and/or have many open support tickets, should be excluded from your upsell outreach until these issues have been resolved. Continuing your pursuit could jeopardize future opportunities to grow that customer’s product portfolio. On the other hand, customers using your online community or support portal to discuss a specific issue may present an opportunity to align a product add-on, upgrade, or service. You can assume they would likely consider purchasing additional products or services that provide a solution to this stated challenge, and consider them current or future sales opportunities worth targeting. As you gather more information from customer interactions, expand your sales-ready criteria and profile. Test the profile by contacting your sales-ready customers and recording who makes a purchase or who does not. Eventually, you’ll develop key buying signals within your customer activity data that lead to more qualified upsell opportunities and greater sales success. 3. Review Purchase History and Budget. When working with your “sales-ready persona,” you should consider the individual purchases and budget of your customers. This will give you specific information on each customer's existing solution set and capacity to make a purchase. Review the products your customers have purchased historically, how frequently they make purchases, and how long it has been since their last purchase. If there's a purchase pattern, follow that pattern and contact your customer when their history indicates they're ready to buy. Tip : Budget range is another key point here. You don't want to offer a low-budget customer a very expensive solution. If your customer stays in a single price point, you should too. If customer purchases start small and then increase in value, then they're likely a candidate for an upsell or an upgrade sales opportunity. When evaluating your sales opportunities, factor these and more overt budgetary signals in, such as comments your online community about saving money for future purchases. Resource: 3 Reasons Why You Should be Marketing to Your Current Customers. 4. Review Current Events. While less explicit than budget and past purchases, current events in your customers' personal life, work, or industry could help you determine the quality of the sales opportunity. Look for indicators like these: Have there been any major shifts in communication or technology in your customer's field? Has their company been acquired or obtained investment capital? Have there been any changes to their stock, if the company is publicly held? Has your point of contact changed positions within the organization? Has a new problem arisen from a recent event? And finally, the most important question… Do you have a product that could make things easier or help them bridge a gap? This type of opening is particularly easy to spot if your customers are discussing current events or recent changes in your online community's discussion forum. Take notice of what issues affect your customers and find ways to help. The more likely your product is to solve their new problem or make the transition easier, the more likely it is you've found a new sales opportunity. 5. Still Not Sure? Score Your Customer Interactions. If you still have doubts about your sales opportunities, or you’re overwhelmed by the number of customers you need to analyze, develop a lead scoring system. The premise is the same as lead generation for prospects: Use the scoring system to gauge how interested they are in your product, service, or solution. Here’s a method to help you score leads in your customer base: Identify your active customers and the types of interactions they’re having with your company. Use those interactions to assign point values to their unique customer profiles. Go back to your data sources and assign a quantifiable score. For example, leads might get one point for opening an email, two points for clicking on a link, five points for visiting your website, and ten for posting or replying to an online community discussion about your products. If they ask when a new product will be available and what the price is, that action could be worth 25 points. Make sure to include engagement points from customers across all your communication channels (see the list in step one). Gathering data points from external sources can help create a more complete profile with many behavior indicators. The more engagement points your customer compiles, the more interested they are in your product, and the higher you should rank them when prioritizing your accounts or opportunities. Segment Your Customers Using Behavioral Data and Personalize Their Experience in the Future. When it comes down to it, if you know where your customers have been, you can determine where they want to go next. Using the data sources at your disposal can help you spot key sales opportunities in your existing customer base. Combine new business development techniques with analysis from your customers' digital footprint to gain a clearer picture of their future needs or wants. What next? Once you have this information, create a personalized approach for your customer. Use what you know about their experience to make the pitch relevant. These five steps should help you make better data-driven decisions, quickly locate qualified upsell opportunities, and win more business from people that already love your product.your customers. To understand when your customers are ready to make another purchase, you need to stay close to your customers across their end-to-end journey with your brand. This is the customer life cycle, from pre-purchase through post-purchase. Learn more in our eBook: Customer Life Cycle Management. Editor's note: This post was originally published by Julie Dietz in April 2017 and has since been refreshed to make sure we're bringing you the latest and greatest. Customer Communities B2B Communities User Group Communities Customer Engagement Online Community

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7 Situations Where Customer Communities Improve Customer Experience

Higher Logic

When executed with proper planning and resources, a customer community can have a tangible impact on key business performance indicators, including ticket deflection, revenue generation, and customer satisfaction. According to Aberdeen Research , firms with online communities: Enjoy 5.4x

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5 Tips for Implementing an LMS to Increase Productivity

Higher Logic

One of the main functions of an association is facilitating the professional development of your members. This could mean providing networking opportunities ( maybe through an online member community ), posting job openings, and even providing continuing education (CE) programs.

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4 Reasons You Should Integrate Your Learning Management System and Community [Case Study]

Higher Logic

Imagine this: You’re inspecting a wind turbine about 350 feet up in the air. You’re there to repair a gear in the gearbox to keep the turbine turning at about 80 meters per second.

2019 Marketing Strategy: Food for Thought From Seth Godin

Higher Logic

The start of a new year is a great time to reevaluate your current marketing strategy and decide which tools and changes you can implement to drive maximum success in the months ahead.

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

Higher Logic

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.

Onboarding for Retention: How to Engage New Members for the Long-Term

Higher Logic

Onboarding new members is a critical step for associations, and often one that is missed or under-emphasized. That first year of membership has a big influence on whether that member will renew with you.

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5 Unexpectedly Thoughtful Ways to Thank Your Association’s Volunteers

Higher Logic

Whether they’re in your office or working remotely, your association probably has volunteers contributing to projects every day.

The Importance of Language for Your Community

Higher Logic

I recently read Trevor Owens’ book, Designing Online Communities , which looks at the design process for web communities from a cross-disciplinary perspective.

3 Ways to Use Virtual Events to Promote eLearning Programs

Higher Logic

Electronic learning (eLearning) programs have taken on many shapes and sizes over the years, but sometimes it can be hard to drum up excitement for new (or existing) offerings. Why is this? Because learners often assume the resources will always be there for them, so there’s no rush to engage.

11 Elements of a Winning Member Engagement Strategy

Higher Logic

If you're involved in community management, you've likely heard of the 90-9-1 principle.

8 Practical Ways to Boost Engagement with Mobile Event Apps

Higher Logic

Here’s a fun forecast: The number of mobile users worldwide is expected to reach 7.26 billion in 2020. With (nearly) the entire human population walking around with a mobile device in their pocket, it should come as no surprise that people expect a certain level of connectivity in their experiences.

What Burning Man's 10 Principles Can Teach You About Building Community

Higher Logic

Some people might be nervous to tell their employer that they’re jet-setting to the desert for Burning Man — because, wait, what is Burning Man anyway? The answer is not a simple one. A festival? Nope. A Mad Max-esque utopia? I’d say so. A party in the desert? Sure, but I’ll get back to that.

3 Ways to Improve Membership Acquisition at Your Association

Higher Logic

Developing a growth strategy for your association takes time. It takes hours of debating the best methods to use to reach prospective members, and days of content creation and campaign management. It's stressful.

The Top 5 Reasons Your Members Aren't Renewing (and What to Do About It)

Higher Logic

Marketing General’s 2018 Membership Marketing Benchmark Report revealed fascinating statistics on why members don’t renew their association membership. While a poor retention rate is bad news, the good news is that each reported reason is preventable.

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3 Questions to Ask Yourself Before Purchasing New Association Technology

Higher Logic

Purchasing new technology is a big undertaking. There are so many platforms on the market, how do you wade through your choices to find just one that fits your association? You need to choose carefully: find a vendor that will support you and software that makes employees’ jobs easier.

39 Online Community Stats You Should Know in 2019

Higher Logic

The Community Roundtable annually releases the 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.

3 Lessons from a Unicorn: How to Harness Customer Feedback to Drive Brand Growth & Success

Higher Logic

Facts: The Unicorn is Scotland’s national animal; you are reading this right now; and Glossier, a direct-to-consumer beauty brand, recently joined the ranks of other female-founded “unicorns” (privately held startup companies valued at over $1 billion). Customer listening.

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Making Connections at Higher Logic’s Annual Conference: Super Forum 2019

Higher Logic

Editor's note: Anne-Margaret, online community manager for the American Association for Clinical Chemistry (AACC), shares her perspective on Super Forum 2019. There are so many great reasons for why I go to Higher Logic’s annual conference, Super Forum. One of my favorite aspects is the networking.

How to Give Your Customer Success Team Superpowers

Higher Logic

Is your customer success team burnt out? How about stressed? If the answer is yes, I’m not surprised. With recent emphasis on customer success programs and the rise in rapidly scaling tech companies, customer success teams are often strapped for resources and time.

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