Customer Communities Engage and Retain Customers to Build the Future of Your Business 1st edition by Nick Mehta, Robin Van Lieshout 1394172125 9781394172122

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Product details:

ISBN-10 :  1394172125 

ISBN-13 :  9781394172122

Author :  Nick Mehta, Robin Van Lieshout 

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.

Customer Communities: Engage and Retain Customers to Build the Future of Your Business 1st Table of contents:

PART I: Community Is the Future of Your Business
1 An Introduction to the World of Communities
2 Communities as a Business Growth Strategy
Communities Are Trending
Customer Engagement as Leading Indicator for Net Revenue Retention (NRR)
Increasing Costs Require Businesses to Be Smarter with Customer Acquisition
Macro Trends Driving Community
When Product Was the Sustainable Differentiator
Could Customer Experience Be the Sustainable Differentiator?
Why Community Is Your Only Long-Term Company Growth Strategy
Community Is Fundamental to a Technology Company
The Unique Value Levers of a Customer Community
Community as Strategic Priority
3 How the Next Generation of Communities Drives Success
The Evolution of Business Communities
The Old Perception of Communities
How We See the Next Generation of Communities
Note
4 A Community for Customer Success, Support, Marketing, and Product Teams
How Support Teams Benefit from Community
How Customer Success Teams Benefit from Community
How Marketing Teams Benefit from Community
How Product Teams Benefit from Community
How Sales Teams Benefit from Community
Conclusion
PART II: The 10 Laws of Community Building
5 Law 1: You Can Start Anytime
How to Start Tapping into Community from the Get-Go
Getting to Know Your Audience
Find Your First Advocates
Engage in Your Audience’s Current Communities
Start Small Initiatives to Bring Customers Together
Involve Your Whole Organization in Early Efforts
Create Experiences That Demonstrate Your Culture and Values
Get Ready for the Next Phase of Community-Building
6 Law 2: You Have to Own the Platform
Building a Community on a Social Platform (Like Facebook)
Building a Community on a Collaboration Platform (like Slack)
The Power of an Owned Platform
Summary
7 Law 3: Community Should Be the Heart of the Customer Journey
Customer Life Cycle and Customer Journey Explained
Journey Map to Define the Desired Customer Journey
Community at the Heart of the Customer Journey
Community as a Concept versus Content and Engagement Within
Stages of the Customer Journey, from Onboarding to Pre-Sales
It Starts with Valuable Content
8 Law 4: Create Content That Educates and Inspires
The Four Pillars of Community Content
Where to Focus Your Attention
Types of Community Content
Getting Started with Community Content
Get Ready to Engage Your Community
9 Law 5: Build on Your Advocates
What Are Advocates Advocating For?
Nurturing Advocacy Activities
Developing an Advocacy Strategy and Program
The Impact and Value of Advocacy
Platform, Content, Advocacy: What’s Next?
10 Law 6: Everybody Owns the Customer
Community Starts at the Top, with a Purpose
Community’s Value Flows in All Directions
Engage Employees in the Value Loop
Engage Employees in the Validation Loop
Start Small, with Eager Believers
Crank up the Momentum
Community Management Skills
The Team Can Be One or Many
So, Who Owns Community?
Connecting Your Whole Company to Community
11 Law 7: Offline Counts More Than You Think
The Big Idea: Change Your “Why” for Events
Start Small: Lunches and Dinners
Crowdsource: Meetups
Elevate: Intimate Executive Events
Scale: Roadshows
“The Big Daddy”: Conferences
12 Law 8: Tie It All Together in One Customer Hub
Silos and Misalignment
Bringing It All Together
Building a customer hub Tied to the Customer Journey
Improving Self-Service with a Customer Hub
Centralizing Engagement in the Customer Hub
Customer Hub Supports the Full Product Management Workflow
All-in-One Customer Education
Customer Hub in Your Tech Stack
Looking Ahead
13 Law 9: Community Should Drive Real Business Outcomes
A Reporting Framework Based on Value
Prioritizing Business Outcomes Over Outputs
Start from the Top and Work Your Way Down
Leading and Lagging Indicators
Calculating Direct Correlations
Community Health and Operational Metrics
Proving Value Drives Executive Buy-in
14 Law 10: Bring Your Culture and Values to Your Community
Company Culture
Breaking the Walls: Company Culture = Brand = Community Culture
Principles of Community Culture
Conclusion
PART III: How to Get Started
15 Building Blocks to Successfully Starting a Community
Step 1: Determine Your Goals and Priorities and Map Them to Community Use Cases
Step 2: Understand Your Audience and Key Personas
Step 3: Reflect on Your Organization and Culture
Step 4: Consider Your Ecosystem
Step 5: Compile Your Learnings into a Community Strategy and Action Plan
What to Expect in Your First Year
The Four Quadrants of Community Maturity
You’re Excited to Get Started but Someone Else Isn’t?
16 Common Objections and How to Overcome Them

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Tags: Customer Communities, Engage, Retain Customers, the Future, Your Business, Nick Mehta, Robin Van Lieshout