Customer Communities

Engage and Retain Customers to Build the Future of Your Business

Inbunden, Engelska, 2023

246 kr

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Beskrivning

Make community building your ultimate business growth strategy In Customer Communities: Engage and Retain Customers to Build the Future of Your Business, Nick Mehta and Robin Van Lieshout deliver an actionable playbook on how to cultivate meaningful communities that fuel quantifiable business growth. In the book, you’ll learn how to capitalize on this new growth strategy to scale your company and develop excitement around your products and your firm. The authors outline the 10 foundational Laws of Community, explaining why community development does not need to be expensive and how to integrate community in the heart of your customer journey. You’ll also find: Strategies for creating a cross functional customer engagement teamTechniques for building community in places that aren’t the web or on social mediaWays to bring your organization’s culture and values into your community with a human-first alignmentAn essential roadmap to community development for customer success, marketing, support and product teams, and other entrepreneurs, founders, and executive business leaders. Customer Communities will earn a place on the bookshelves of anyone with a stake in organizational growth and resilience.

Produktinformation

Utgivningsdatum:2023-11-07
Mått:150 x 226 x 28 mm
Vikt:454 g
Format:Inbunden
Språk:Engelska
Antal sidor:256
Förlag:John Wiley & Sons Inc
ISBN:9781394172115

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Mer om författaren

NICK MEHTA is CEO of Gainsight, a leading customer success company, and the bestselling co-author of Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue. ROBIN VAN LIESHOUT is CEO and Founder of inSided, a leading community software company.

Innehållsförteckning

Foreword ixPreface: Two CEOs Growing Up Lonely xiAcknowledgments xvPart I Community Is the Future of Your Business 1Chapter 1 An Introduction to the World of Communities 3Creating a Sense of BelongingChapter 2 Communities as a Business Growth Strategy 9The Only Sustainable Long-Term Differentiator Companies HaveChapter 3 How the Next Generation of Communities Drives Success 29The New Company-Wide Strategy to Drive Net Revenue RetentionChapter 4 A Community for Customer Success, Support, Marketing, and Product Teams 41How Every Department Can Benefit from a Next-Generation CommunityPart II The 10 Laws of Community Building 55Chapter 5 Law 1: You Can Start Anytime 57It Doesn’t Have to Be Expensive and Everyone in Your Organization Can HelpChapter 6 Law 2: You Have to Own the Platform 65Engage Your Customers Beyond Borrowed GroundChapter 7 Law 3: Community Should Be the Heart of the Customer Journey 75Activate and Engage Your Customers at ScaleChapter 8 Law 4: Create Content That Educates and Inspires 95Be the Best Thought Leader You Can BeChapter 9 Law 5: Build on Your Advocates 109Your Most Loyal Customers Are the Gateway to SuccessChapter 10 Law 6: Everybody Owns the Customer 121Community Is a Company-Wide Strategy, Not a DepartmentChapter 11 Law 7: Offline Counts More Than You Think 139An Online Community Is Strengthened with Offline EventsChapter 12 Law 8: Tie It All Together in One Customer Hub 153Prevent a Disjointed Customer Experience by Integrating Engagement and ContentChapter 13 Law 9: Community Should Drive Real Business Outcomes 171Don’t Get Fooled by Vanity Metrics—Demand Real Business MetricsChapter 14 Law 10: Bring Your Culture and Values to Your Community 183Build with a Human-First MindsetPart III How to Get Started 195Chapter 15 Building Blocks to Successfully Starting a Community 197Putting Together a Strong Strategy in Five StepsChapter 16 Common Objections and How to Overcome Them 209Answers to Nine Common Objections Epilogue 217References 219Index 225