Customer Communities Engage and Retain Customers to Build the Future of Your Business

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 team
• Techniques for building community in places that aren’t the web or on social media
• Ways to bring your organization’s culture and values into your community with a human-first alignment

An 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.

Foreword by Dharmesh Shah

Preface: Two CEOs Growing Up Lonely

Acknowledgements

PART I – Community Is the Future of Your Business

1.            An introduction to the world of communities

Creating a sense of belonging

2.            Community as a business growth strategy

The only sustainable long-term differentiator companies have

3.            How the next generation of community drives success

The new company wide strategy to drive Net Revenue Retention

4.            A community for Customer Success, Support, Marketing, and Product teams

How every department can benefit from a next generation community

PART II – The 10 Laws of Community Building

5.            Law 1: You can start anytime

It does not have to be expensive and everyone in your organization can help

6.            Law 2: You have to own the platform

Engage with your customers on your own turf

7.            Law 3: Community should be the heart of the Customer Journey

Activate and engage your customers at scale

8.            Law 4: Create content that educates and inspires

Be the best thought leader you can be

9.            Law 5: Build on your advocates

Your most loyal customers are the gateway to success

10.          Law 6: Everybody owns the customer

Community is a company-wide strategy, not a department

11.          Law 7: Offline counts more than you think

An online community is strengthened by offline events

12.          Law 8: You have to tie it all together in one Digital Hub

Prevent a disjointed customer experience by integrating engagement and content

13.          Law 9: Community should drive real business outcomes

Don’t get fooled by vanity metrics; demand real business metrics

14.          Law 10: Bring your culture and values to your community

Build with a human-first mindset

PART III – How to get started

15.          Building blocks to successfully launching a community

16.          Common objections and how to overcome them

Epilogue

Index

The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.

The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.