Community Strategy as part of Customer Success: What's yours?
Do you have an active Community, and is it part of your Customer Success strategy?
The key to its success is making sure that every customer and critical partner has automatic access; much like the unobstructed view of the gorgeous Mendenhall Glacier (below, which I visited a few years ago and snapped this photo), nothing should stand in the way of a clear view and easy entry into your Community; access needs to be easy, integrated into your product (if possible) and a made a simple part of the current workflow.
Experience has taught me that asking users to join, setting up a unique username and password, and taking time out to gain access will hurt Community adoption rates and hamper your ability to utilize your Community fully.
When access is simple and unobstructed, watch as your Community flows with activity takes off, and becomes a key part of your Customer Success strategy. (And watch renewal, ARR, and NPS rates all increase.)
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