GGR Blog - Building Scalable Customer Success Through Communities

Options
Heather Wendt
Heather Wendt HLAdmin, Member Posts: 286 Gain Grow Retain Staff
5 Likes First Anniversary 5 Insightfuls Photogenic
in GGR Cafe
March 6 2023 GGR Blog Header.png

This week, Brian Oblinger, strategic community consultant, shares some practical areas that community and scaled CS can work together to strengthen the customer experience and lighten the load of the CSM.

When community is focused on some specific ways to support your customers, everyone wins. So what are some ways that a community can impact your customer journey?

  • Better educated customers = increased enablement and time-to-value
  • Lower customer support costs = increased deflection and decreased cost-per-case
  • Happier customers = increased NPS and CSAT
  • More up-sells, cross-sells, and renewals = increased CLV
  • More stable revenue = increased MRR, ARR, and NRR

Each of these feed into each other, but starts with the ability to move from a reactive to a proactive support of your customers through community resources.

Read the blog here

What are some areas that take up a lot of the time for your CS team that could be made more efficient through a customer community?

Tagged:

Leave a Comment

Rich Text Editor. To edit a paragraph's style, hit tab to get to the paragraph menu. From there you will be able to pick one style. Nothing defaults to paragraph. An inline formatting menu will show up when you select text. Hit tab to get into that menu. Some elements, such as rich link embeds, images, loading indicators, and error messages may get inserted into the editor. You may navigate to these using the arrow keys inside of the editor and delete them with the delete or backspace key.

Comment As ...

Categories