Podcasts about higher logic

On this episode of Higher Logic's award-winning “Member Engagement Show,” we talk with Karen Saverino, CMO at Smithbucklin. Karen has over 25 years of experience in marketing and communications, most with nonprofits and associations. She is one of the authors of Smithbucklin's recent report on the Perceptions and Evolving Role of Associations. Listen to the episode for insights from that report and to hear ways associations can apply those insights to attract and retain members. Topics covered include: What are members' most valuable benefits from their association? Do members currently trust their association? The importance of education and professional development. Is AI a threat to online community participation? What prevents people from becoming members? Four fundamentals you should focus on based on the report's data. Some pointers on doing your own member research.   Helpful Links: Smithbucklin's Perceptions and Evolving Role of Associations Report Learning management and trends podcast episode with Bluesky

Our guest this episode of the award-winning Member Engagement Show is Romeo Talento, Customer Success Advisor at Higher Logic and a career expert in SEO strategies, who talks about some of the ways associations and non-profits are approaching and should approach those SEO strategies. Prior to his role at HL, Romeo managed membership and marketing for associations like the American Bar Association and the Merchant Risk Council. Topics covered include: A primer on what SEO is (and isn't). How search engines work. The importance of keyword research and wording things correctly. The steps to incorporate into your day-to-day work to optimize content for search engines. Recommendations for one-person marketing teams juggling multiple hats. The three types of SEO you need to know. The importance of alt text in images, page titles, and working links. Tips for page design and backlinks. The power of data and numbers in your web content. Suggestions for long-term SEO wins. How AI and voice searches are changing SEO   Helpful Links On-Demand webinar with Alec Cole, Founder of Salt Rock SEO, on AI's Impact on SEO SEO Checklist: 41 Tips to Optimize Your Website Higher Logic Thrive

This is one of my favorite conversations that I wanted to replay this week. If you are in any post sales Customer Success, or Account Management world, you have most likely heard of this week's guest. This week's guest started his journey studying Information Systems and Software Engineering before making the shift into Professional Services, Support, and Customer Success. At the time of recording, he was an Executive VP of Corporate Market and Chief Customer Officer at Higher Logic. Now, he is the CEO of Balboa Solutions, where they help their clients maximize the value of the Pendo platform to power adoption, enablement, and user analytics.This week's guest is the heart of Mount Pleasant, South Carolina, Mr. Jay Nathan. In this week's episode, we discussed:Customer Centric MindsetNatural Curiosity For CustomersLessons From Duke Energy (Large Enterprises and Heavy Process)The Start of The Largest CS CommunityUsing Your Own ProductMuch More! Please enjoy this week's episode with Jay Nathan.____________________________________________________________________________I am now in the early stages of writing my first book! In this book, I will be telling my story of getting into sales and the lessons I have learned so far, and intertwine stories, tips, and advice from the Top Sales Professionals In The World! As a first time author, I want to share these interviews with you all, and take you on this book writing journey with me! Like the show? Subscribe to the email: https://mailchi.mp/a71e58dacffb/welcome-to-the-20-podcast-communityI want your feedback!Reach out to 20percentpodcastquestions@gmail.com, or find me on LinkedIn

Our guest on this episode of The Member Engagement Show is Peggy Hoffman, Founder of Mariner Management. Mariner Management is an association management company providing full management services to small associations and counsel to global associations seeking to improve member communities and volunteer development. Peggy also works as a member community strategist, volunteer management consultant, national speaker and trainer for volunteers and staff. In this episode, we discuss the current state of association volunteer systems, with topics covered including: What research tells us about the current landscape of association volunteer programs. What are the reoccurring challenges? What adjustments to volunteer systems make a difference? The demand for shorter-term volunteering. What keeps volunteers engaged? What kind of information do volunteers really want when it comes to a program's goals and achievements? What draws in and engages the next generation of volunteers? Why you should ask volunteers to “get milk on their way home, not go out of their way.” Determining when to sunset a volunteer program that's not performing. The critical role of the staff liaison. Just how important is it to have a volunteer program? Peggy will be presenting a session at Higher Logic's Super Forum Conference, March 26-28 in Nashville, TN, on "Igniting Engagement: Empowering Members to Lead." Join this interactive session to learn how to shift your perspective and your strategy around volunteering to ignite engagement.   Helpful Links & Resources Mentioned in the Episode: Article: Why Volunteering Needs a Transformation Article: Create Better Volunteer Experiences Through Feedback Report: A Holistic Approach to Association Volunteer Management Executive Summary: A Holistic Approach to Association Volunteer Management Report: Mutually Beneficial Volunteerism Guide: The Decision to Volunteer - Why People Give Their Time and How You Can Engage Them Simplified Engagement Loop from MCI's Engagement Index Report: Chapter Performance and Benchmarking Report

If data is gold, then the domain-specific data in membership and customer communities is platinum. In this episode of No Brainer, CognitivePath's Greg and Geoff discuss the high-potential intersection of community, content, and AI with Conor Sibley, CTO of Higher Logic – an industry leader in cloud-based engagement platforms for associations and enterprises. They explore the challenges and opportunities presented by AI, particularly in the context of community knowledge, data governance, and operational efficiency. The conversation highlights the importance of leveraging community insights, ensuring data quality, and the transformative potential of AI agents in organizations. They also address the need for clear communication of AI's value to stakeholders and the outlook for AI in professional associations. Connect with Conor Sibley on LinkedIn and visit HigherLogic.com to learn more about their suite of engagement solutions, including online communities and marketing automation. Takeaways ·     AI tools must be intentionally developed to avoid poor user experiences. ·     Communities provide valuable domain knowledge that can enhance AI applications. ·     Data governance is crucial for effective AI integration. ·     Content should be viewed as a valuable data asset. ·     AI can automate routine tasks, allowing staff to focus on strategic initiatives. ·     Organizations need to establish data standards for better integration. ·     AI can help reduce errors in critical business processes. ·     The future of work will involve AI augmenting human capabilities. ·     Engagement can be increased through better use of technology and data. ·     AI's role is to enhance, not replace, human jobs. Chapters 00:00 Introduction 02:31 AI Integration in Community Software 05:07 Leveraging Community Knowledge for AI 08:20 Challenges of Data Validation in AI 11:28 The Importance of Data Governance 16:17 The Future of AI in Organizations 18:58 The Challenge of Data Standardization 22:00 Agent Orchestration and API Integration 27:34 Transformative Potential of AI in Membership Management 33:05 Strategic Thinking in the Age of AI Learn more about your ad choices. Visit megaphone.fm/adchoices

On this special episode of The Member Engagement Show, we give you exclusive listener access to a recent webinar: “What Do Members Want? Tips and Trends from Higher Logic's 2024 Association Member Experience Report.” Presenters Higher Logic Content Marketing Manager Kelly Whelan, Director of Product Marketing Sarah Spinosa, and Strategic Advisor Bekah Weidner reveal insights gleaned from the study and add their thoughts on how you can use these insights and best practices to improve your member engagement. Topics covered include: Why members leave their associations. How often do members interact with their association? What are the top member benefits? Member education needs and trends. How associations can participate in targeted initiatives members look for. Member communication preferences. How important is personalization and segmentation to members?   Helpful Links Watch the Webinar: What Do Members Want? Tips and Trends From the 2024 Association Member Experience Report 2024 Association Member Experience Report Association Community Benchmark Report Higher Logic Thrive Learn Higher Logic Post on Engagement Scoring Super Forum 2025 Registration

In our season 2 finale, Dr. Michelle Smith joins hosts Steven Stout, FASAE, CAE, and Katy Markert to explore strategies for associations ahead of the 2025 legislative session. Smith highlights the critical need for associations to engage with newly elected legislators, craft clear messaging strategies, and mobilize grassroots advocates. She also shares insights on navigating advocacy challenges, such as aligning internal priorities, leveraging storytelling, and using creative approaches to communicate effectively with decision-makers.   This episode is sponsored by Higher Logic. Better By Association is produced by Association Briefings.   Show notes Dr. Michelle Smith is a leading advocacy and legislative expert who has dedicated her career to advancing public policy and empowering communities to engage with their elected officials. Before founding Smith Advocacy in 2024, Dr Smith served as the executive director of Raise Your Hand Texas, a statewide advocacy organization focused on improving public education for over five million Texas students. Dr. Smith also worked with HillCo Partners for eight years, focusing on public education issues such as public school finance and school choice, as well as facilities funding, government transparency, and elections. During her tenure at HillCo Partners, Dr. Smith also served as the executive director of the Fast Growth School Coalition (FGSC) for five years. She adeptly combines and connects advocacy expertise, a deep knowledge of Texas politics, and practical experience to offer innovative approaches to today's advocacy and policy challenges. Her work in and around the Texas Capitol garnered accolades and awards, including recognition as Capitol Inside's Top 100 Hired Guns lobby list (2017, 2019) and Friend of the Year by Friends of Texas Public Schools (2018).

In this episode of The Member Engagement Show, we explore educational trends and best practices for associations, as well as Learning Management Systems (LMS) with two fantastic guests from Blue Sky eLearn: Chief Revenue Officer Mark L. Jones, CAE, and VP Association Solutions Liam O'Malley CAE, PMP. We cover all things related to empowering associations to create powerful learning opportunities for members, including topics such as: What a Learning Management System (LMS) is. Education as a huge driver for Non-Dues Revenue. Education for membership expansion. Bringing data management and technologies like AI into association education. How to diversify your educational experiences. How the right platform can create a coherent and efficient learning ecosystem. Why a learning program doesn't need to be a heavy administrative lift. Tips for adopting and launching learning programs and an LMS. The biggest gap in most association learning programs. Higher Logic partnered with Blue Sky eLearn to launch our newest offering, Higher Logic Thrive Learn. Helpful Links: Higher Logic Thrive Learn. Blog post with Blue Sky on AI-powered learning. The 2024 Association Member Experience Report.

In this podcast episode, Anika Zubair interviews Jay Nathan, COO of Churnkey, about his extensive experience in the SaaS industry and the evolving role of customer success. They discuss the key metrics that drive growth in SaaS, such as retention, customer lifetime value, and profitability, emphasizing the need for agility in tracking and adjusting these metrics. Jay shares insights into his role as COO, the strategic importance of aligning CS with business goals, and the dual focus on customer and company needs. They also explore how customer success is shifting to a more strategic, revenue-driving function within SaaS companies. The episode provides practical advice for CS leaders who want to make a significant impact on their organization.Want to win a free pair of airpod pros, sign up for a demo with Vitally: vitally.io/csproTimestamps: 00:00 - Introduction to Jay Nathan & His Journey04:16 - The Role of a COO in a Startup08:17 - Key Metrics for SaaS Companies13:35 - Understanding Gross Retention vs. Net Retention18:28 - Customer Lifetime Value & Strategic Decision-Making24:03 - Metrics to Track in Day-to-Day CS Operations32:30 - Adapting Metrics as Your SaaS Business Grows43:30 - Quickfire RoundConnect with Anika:LinkedInYouTubeTikTokWebsite: thecustomersuccesspro.comCoaching with Anika: CSM RevUP AcademyFollow the Podcast YouTube: https://www.youtube.com/@TheCustomerSuccessPro Spotify: https://open.spotify.com/show/2IVZCeBTFUFl2iysDe9uJu Apple Podcasts:⁠⁠⁠ https://podcasts.apple.com/gb/podcast/the-customer-success-pro-podcast/id1733540749Connect with Jay Nathan:LinkedinCheck out his newsletter, GrowthCurveJay Nathan has over 20 years of experience in the software industry, having held leadership roles at prominent technology companies such as Blackbaud, Higher Logic, PeopleMatter, and now Churnkey. He has hands-on experience in bootstrapped, VC-backed, private equity-owned, and publicly traded software companies. In 2017 he launched a management consulting firm focused on SaaS companies and in 2018 launched the popular Gain Grow Retain customer success community, growing it to over 15,000 members worldwide. Jay has spoken and written extensively on leadership, sales, marketing, product, and customer success in the software industry. While his ultimate goal is to launch a Jimmy Buffett cover band, for now, he is focused on helping B2B SaaS companies grow and thrive.Music by AudioCoffee: https://www.audiocoffee.net/

In this episode of The Member Engagement Show, we speak with Higher Logic's Senior Privacy Analyst Amanda DeLuke about much-talked-about concerns around AI, privacy, security, and data protection. Topics covered include: What is ISO and SOC2, and why are they important security standards? The latest AI and privacy trends. How to approach AI at your organization with your eyes wide open. Considerations when approaching different use cases for AI in associations. Free resources on privacy and security. How to not be overwhelmed by the AI revolution. How data classification factors into privacy and security. What the legislators are doing (or not) to help.   Some Helpful Links: Podcast on AI with Conor Sibley, Higher Logic's CTO Higher Logic Blog Posts on AI (including tips for prompts, things associations should know, and Higher Logic's partnership with IBM to harness the power of community and AI) Messaging, Malware, and Mobile Antiabuse Working Group (M3AAWG) National Institute of Standards and Technology (NIST) International Association of Privacy Professionals (IAPP)    

Our guest this episode is Michael Jones, VP of Mobile Technologies at Results Direct. Results Direct helps associations leverage mobile apps and engagement trends to enhance member communication, engagement, and retention and improve the member experience. Results Direct is a longtime partner of Higher Logic and partnered with us to create Higher Logic Thrive Mobile 365. During this episode, we explore: Current tech and engagement challenges facing associations. Learnings from The State of Mobile in Associations Benchmark Report. How mobile apps help associations address some of their biggest priorities. The three places associations interface most with their members. How overall mobile use is trending across all demographics. How mobile opens a new communication channel for going beyond email. Why a mobile responsive website doesn't tap the full advantages of a mobile app. How to get members to download your app. Tips for making your association app a success.   Helpful links: Higher Logic Thrive Mobile 365 Results Direct  

Today, we're joined by Rob Wenger, Chief Executive Officer and Co-Founder of Higher Logic, a leading provider of engagement platforms for associations and nonprofits. We talk about:The challenge of knowing when to innovate & at what paceUsing Gen AI to generate revenue & deliver value to users (without going off the rails)Integrating technologies post-acquisitionHow to remediate technical debtAlternatives to real-time integration

In this episode of The Member Engagement Show, we cover Higher Logic's recently released 2024 Association Community Benchmark Report, which collects community performance and engagement data specifically for associations and non-profits. Not only do we discuss key metrics from the report, but expert community advisors Tiffany Moule and Kimmie Harrington share tips for improving your community performance and member engagement. Topics include: What the report is and how associations can best use it. Highlights from the report including: Which months have the highest community engagement. Average open rates for community digests. Average discussion activity. The impact of size and age on community engagement. How to engage different types of community users. The positive impact of tying mentoring, volunteering, and job board opportunities to your online community to increase engagement with your programs and community. Just how big a difference personalization makes. Why onboarding is a critical time for community engagement. The percentage of community members you can expect to contribute content. The impact of having resource libraries in a community. Helpful Links: Register and join us for our free upcoming webinar on the 2024 Association Community Benchmark Report, taking place September 25 at 2 PM ET. Download the 2024 Community Benchmark Report Explore the Community Manager Toolkit More Higher Logic podcast episodes and resources    

Our guests on this week's episode are Higher Logic Senior Advisor of Customer Success, Kristen Parody, and Higher Logic Customer Success Manager, Cate Sauer. Kristen and Cate are both regulars on the Higher Logic Users Group (HUG) and former association management professionals. Their work at Higher Logic revolves around helping associations succeed by sharing high-level strategies, best practices, and support. During the episode, we share tips for how associations can manage and engage groups, chapters, and events by using dedicated microsites.  Hear about some common association use-cases for microsites.  Learn why microsites are great for offering personalized branding and experiences for different member segments or events. Learn how chapter and other microsites can be used to empower volunteers and chapter leaders. Understand the best practices for setting up microsites, including the benefits of testing and starting small. Learn what Higher Logic's Component Management add-on is and how it can help. Helpful Links: Kristen Parody on LinkedIn Cate Sauer on LinkedIn FloridaMakes Webinar on how they use microsites. Microsite Resources in the HUG Education Library Info on Higher Logic's Component Management Add-On Higher Logic Success Team Contacts: successteam@higherlogic.com realmagnetsuccessteam@higherlogic.com informzsuccessteam@higherlogic.com    

Hunter Montgomery is the Chief Marketing Officer at ChurnZero, a leading customer success platform designed to help businesses prevent customer churn. With over 15 years of b2b SaaS marketing experience and 25 years in b2b marketing, Hunter has a rich history in the industry, working as the Vice President of Marketing at Cision and Chief Marketing Officer at Higher Logic, among others. Hunter has been integral in developing marketing strategies that leverage data analytics and customer insights, leading to impactful growth in numerous tech companies. In this episode… In a world where retaining customers is just as crucial as acquiring new ones, understanding how to leverage data can be a game-changer. How can businesses effectively use data to enhance their customer marketing efforts and drive long-term success? According to Hunter Montgomery, a seasoned expert in b2b SaaS marketing with over 25 years of experience, the key lies in harnessing detailed customer data to proactively address their needs and opportunities. He highlights the importance of creating targeted campaigns based on customer usage patterns and engagement levels. By integrating AI to process vast amounts of data, companies can generate actionable insights that inform personalized strategies, resulting in improved customer satisfaction and retention. This approach not only streamlines operations, but also aligns marketing, sales, and customer success teams toward common goals. In this episode of the Revenue Engine Podcast, host Alex Gluz sits down with Hunter Montgomery, Chief Marketing Officer at ChurnZero, to discuss optimizing customer marketing with data-driven techniques. They talk about how proactive customer success strategies can significantly reduce churn, the role of AI in enhancing customer relationships, and the importance of cross-functional alignment.

When private equity buys online community platforms, who wins? What about if those platforms were built on open source software? Does the company continue to be a good citizen of the open source community that helped build the product? History has shown us that it is often the community managers and pros who lose. They might not just lose a good platform though, they might lose their job. Lincoln Russell has an interesting perspective on this topic. He joined Vanilla Forums, an open source community software platform, as a senior developer in 2011, having already used it for a couple of years. He left the company in 2020, then the director of engineering. Lincoln has continued to use the software. Vanilla Forums was subsequently purchased by Higher Logic, a company lacking a meaningful history of open source contributions. As a matter of disclosure, both Higher Logic and Vanilla Forums are past sponsors of the show. Lincoln and I also discuss: How Vanilla Forums' open source ethos shifted over time The importance of data migration standards for community software Is community software best built by small businesses? Big Quotes Your community software provider must answer this (16:38): “The first question you should ask a [community software] vendor is: How easy is it to leave you? It's not a fun question to ask, but the answer is crucial to me. It's a deal-breaker question.” -Patrick O'Keefe Some community platforms try to lock their customer data into the platform (18:07): “When [a client is] onboarding [to new community software during the] initial year or two, they don't care about their data export. It's at the end. That's a long-term reputational issue about how people talk about their experiences. We saw that with [community software] competitors. We had some trouble with a couple of competitors in trying to get the data from them and spent way more hours than particular customers were worth – just on principle, honestly – getting the data out for them because we were so personally offended. At least I was.” -Lincoln Russell When you aren't selling community software to the people who will actually use it (20:37): “In the [community software] sales process, you identify stakeholders – people that are decision makers. A lot of the time they weren't a community manager. A lot of the time it was a director of technology, it was a CEO, or other positions, and that warps your roadmap. “When those are the people that [the] sales team [is] sitting in front of, day in and day out, and you're pitching an improved moderation queue, they want this button that does this thing. You're like, ‘But that's stupid.' But it doesn't matter. If those are the people you're selling to, [with] their own idea of community that doesn't actually align with community management because they have internal business goals, and all they want to do are check those boxes.” -Lincoln Russell Why community professionals should drive community platform choice (22:10): “Although I'd like to believe, ego-wise, that I could make a community out of whatever piece of garbage application you throw in front of me, I know the software can either help me or hurt me, and it's tough when you're making dinner with someone else's ingredients.” -Patrick O'Keefe Great ideas need great communicators (23:44): “The biggest issue with charting a course is you need a really clear vision, and you also need someone who can articulate that vision a lot, and over and over again, to the right people in the right circumstances. You need an external marketer. All of us in engineering at Vanilla [were] all introverts. None of us were going to conferences and giving talks about our vision for community software. It just wasn't in us to do that. I think we were poorer off in that we had some really good ideas, and could have shifted the conversation a bit, but we didn't put our energy there because that was a lot of energy.” -Lincoln Russell Protecting your culture makes you unique from the big social media platforms (33:43): “I think this idea of being more private and being very selective about what you present to the world, and having an internal culture that is protected from the internet – not promoted to the internet – is the future of these independent community spaces because that's the space those [bigger] platforms cannot touch.” -Lincoln Russell Community drives great software projects (37:04): “To build great software, like the great software projects that are going to outlive me, you need a community of people committed to working on them for long periods of time. [You need] to replace those people when they leave, but you have to have a system to keep that going, not just like, [we] got great five minds in a room and they did a thing, and then they cash out at the end. That's not sustainable.” -Lincoln Russell About Lincoln Russell Lincoln Russell is the vice president of engineering for uConnect, which builds virtual career centers for colleges and universities to help students get better jobs. Earlier in his career, he spent 8 and a half years at Vanilla Forums, starting as a senior developer in 2011 and leaving in 2020 as the director of engineering. Related Links Lincoln's website Higher Logic Vanilla, from Higher Logic uConnect, where Lincoln is vice president of engineering Automattic, the company behind WordPress.com WordPress.org, the home of the WordPress open source community Arlington-Based Higher Logic Acquires Montreal's Vanilla by Richard Foster for Virginia Business Nitro Porter, Lincoln's community platform migration tool Lincoln's blog post announcing Nitro Porter Matt Mecham of Invision Community Matt Mecham on Community Signal Transcript View on our website Your Thoughts If you have any thoughts on this episode that you'd like to share, please leave me a comment or send me an email. Thank you for listening.

Our guest this episode is Higher Logic's Chief Technology Officer, Conor Sibley, who has spent three decades at influential companies designing and managing Internet scale platforms. He has intimate knowledge of emerging technologies and is part of the team leading the development of Higher Logic's own AI toolset. We talk about the ways AI applications for associations are evolving, and Conor highlights Higher Logic's new AI tools. Topics covered include: The types of AI that go way beyond just generative AI. How associations can use AI for highly personalized experiences. The power of AI in automated marketing. Definitions for Multi-Modal Large Language Model, AI hallucinations, and results augmented generation (RAG). AI applications that can help associations externally and internally. The ways AI can be applied to improve translation and multi-lingual experiences Helpful Links: June 11 Webinar: Available Now - See Higher Logic's New AI Tools In Action Additional resources at higherlogic.com/podcasts.

If you don't have a map, you're lost. How do you know where you're going or even what the next step is? This is true whether you're navigating Middle Earth or content creation. We're here to help you get oriented.In this episode, we're taking marketing lessons from The Hobbit with the help of our special guest, CMO at ChurnZero, Hunter Montgomery.Together, we talk about drawing a map, finding a mentor who will push you out of your comfort zone, blocking and tackling, and getting your partners to tell your story.About our guest, Hunter MontgomeryHunter Montgomery is Chief Marketing Officer at ChurnZero, customer success platform providers. Hunter is a results-driven marketing professional with more than 25 years experience developing, executing and measuring global sales and marketing strategies and campaigns. He has held executive and upper management roles at Higher Logic, Vocus (now Cision), and Verizon. What B2B Companies Can Learn From The Hobbit:Draw a map. Have a plan for your content from creation to promotion, reuse, repurposing and beyond. Hunter says, “You can't just start out thinking, ‘Well, I'm here and I want to get there. I'll figure it out along the way.' You gotta have a plan. You have a map. You will get things thrown at you and so know it's going to change a little bit along the way. But you just can't say, ‘Well, I'll know when I get there.' That doesn't really work.” The Hobbit starts with a map. And just like how the reader can find their bearings throughout the story by revisiting the map, a content map or plan is useful for marketers too. The map gives you your foundation to be prepared and guide you along the way. And it's also super satisfying to look back at your map and see how far you've come.Find a mentor who will push you out of your comfort zone. This is undoubtedly Gandalf. Because hobbits are creatures of comfort, it's Gandalf who gives Bilbo the push to go on an adventure. So find your Gandalf. Ian says, “It doesn't actually have to be someone you know. It could be someone you listen to on a podcast. It could be someone who is out in the culture, who you follow on Twitter, or it could be someone that you know personally.” He says, “Gandalf is the one who recognizes with Bilbo, ‘I think there's something unique about you, and I think that you need this push.' And it's just special. It's one of the great things about this story, is that Gandalf believes that Bilbo can do it.”Block and tackle. Hunter says, “Sometimes you just got to get the basic stuff done every day, little by little. Two months, three months, six months, a year later, you're where you needed to be. And I think people sometimes just track it out. They want the big and the brash. You gotta go big sometimes. You gotta take big risks and be creative. And I totally believe you have to do that. And when people zig, you gotta zag.  But a lot of other times, you just gotta get it done. And so I think Bilbo was the one who did that.”Partner up. Don't be the one telling your audience how great you are. Find partners who will do that for you. It builds credibility and trust. Hunter says, “It could be vendors, could be thought leaders, bringing them in. Have them talk, have them validate customers. Customers are great for content. We have a community, so you hear from them on that, but don't be the source. Just try to find other places, other people to tell your story, because they can do it better. And they're more legitimate in the eyes of the buyer in many ways.”Quotes*”Finding people to collaborate, there's co-marketing, there's co-creating. Co-creating content with your ideal customers or prospects is so important. Cause we always try to figure out like, ‘What do they want to hear? Why don't we just go make it with them?'” - Ian Faison*”The content needs to match the journey. Customer journey mapping is one way of doing it. But I think that that can be too specific to your actual exact journey of your customers. And I think you need to sometimes pull back from that and have a bigger picture. Have a map, but don't let it restrict what you do.” - Hunter Montgomery*”People are pretty poor at telling their own stories. But if you ask enough questions to get the right answers and dig in there, then you can really find those pearls of wisdom and put that stuff together in a really meaningful, digestible format.” - Ian Faison*”Just go after something. Take a leap of faith in something that you feel strongly is going to work. - Hunter MontgomeryTime Stamps[0:55] Meet Hunter Montgomery, CMO at ChurnZero[1:32] Hunter Montgomery's Hobbit-Inspired Marketing Insights[3:33] The Hobbit's Origin Story: From Bedtime Tales to Global Phenomenon[8:50] Marketing Lessons from Middle Earth[15:57] The Power of Maps in Storytelling and Marketing[21:49] Exploring Bilbo's Unassuming Heroism[22:48] Marketing Lessons from Gandalf's Mentorship[24:18] B2B Marketing Insights and Strategies[27:00] Leveraging Content and Partnerships in Marketing[31:47] Evolving Event Strategies and Content Creation[35:20] Navigating the Tech Stack and Data Integration[38:52] Strategic Content Planning and ExecutionLinksRead The HobbitConnect with Hunter on LinkedInLearn more about ChurnZeroAbout Remarkable!Remarkable! is created by the team at Caspian Studios, the premier B2B Podcast-as-a-Service company. Caspian creates both nonfiction and fiction series for B2B companies. If you want a fiction series check out our new offering - The Business Thriller - Hollywood style storytelling for B2B. Learn more at CaspianStudios.com. In today's episode, you heard from Ian Faison (CEO of Caspian Studios) and Meredith Gooderham (Senior Producer). Remarkable was produced this week by Meredith Gooderham, mixed by Scott Goodrich, and our theme song is “Solomon” by FALAK. Create something remarkable. Rise above the noise.

In this episode, we talk with Amber Worthen, CEO of Email Maven, which provides comprehensive email platform support primarily for associations. Email Maven helps staff get the email work done, pitching in on both projects and overall strategy. Prior to Email Maven, Amber was in the trade association space for seven years. The episode explores: How to accomplish a lot with a small email marketing team. How to effectively introduce automation into the email marketing picture. Why email benchmarks are important and how they can help associations. What kind of email metrics you should be tracking. How to provide a better, more targeted experience for your members through automation.  How to spot helpful vs. unhelpful email data. The most underestimated Higher Logic email tool: web tracking. Emerging trends in email marketing Links: Visit higherlogic.com/podcasts to download the Association Email Benchmark Report and check out other resources referenced on the show. Register for our April 30 webinar, Benchmarks for Success, to learn more about association marketing, community, and experience benchmarks. Learn more about Email Maven.

In this episode, we talk to Higher Logic's Sr. Product Marketing Manager Sarah Spinosa about how to effectively use association job boards to assist members in their career growth, sustain industries, and increase the value of your association community; all part of effective association management. Topics include: Job Boards reinforce your association as the “professional home” for members. A job board's role in member recruitment, engagement, and retention. A job board's role in generating non-dues revenue. Using job boards to spot skills demands and gaps, and education opportunities. How job boards add value to your community and drive logins. How job boards can keep the industry healthy. Effective job board tech tools and management tips. Useful Links: Visit higherlogic.com/podcasts to learn more about Higher Logic Thrive Jobs and explore our guide to the ideal association tech stack.  

Our guest on this episode of The Member Engagement Show is Higher Logic's Sales Enablement Manager Devin Timbrook, who has 7 years' experience working with associations and nonprofits. Devin specializes in scalable ways to engage members, and in this episode she focuses on how associations can use automation to save time and create personalized member experiences. Kelly and Devin cover: Trends in automation for associations Some ideas for using automation to better your member experience Automation opportunities in marketing and online communities How Higher Logic's Advanced Starter Kits can help you get started Responses to some common concerns about automating Devin will explore automation in more depth during her session at Super Forum 2024, April 10-12 in National Harbor, MD. Hope to see you there! And check out other episodes of the show, and association resources at higherlogic.com/podcasts/.

In this episode of The Member Engagement Show, Kelly talks with Kunal Johar, Co-founder and Chief Technology Officer of OpenWater by ASI. Kunal shares how anyone can help their organization digitally transform. He also walks through the transformative impacts of using the latest addition to the Higher Logic Thrive suite: Higher Logic Thrive Submissions and Review. The result of a partnership between Higher Logic and OpenWater, Higher Logic Thrive Submissions and Review is an abstract software that integrates with Higher Logic Thrive Community enabling organizations to collect and manage award, abstract, scholarship, grant, and other submissions and applications. Listen to the episode for more: Digital Transformation doesn't have to be a giant structural change; it can be one person deciding to improve a process (and you can iterate on that improvement). Member needs and day-to-day efficiency is what drives digital transformation. Associations should ask "what are our daily roadblocks?" and then consider "is there a simple way to fix this?" Associations should explore ways to use the tools they already have for digital transformation - avoiding additional budget approval.  Kunal will also be joining us for Super Forum 2024, April 10-12 - don't miss out! Learn more about Higher Logic Thrive Submissions and Review, and check out other resources we've referenced on The Member Engagement Show at higherlogic.com/podcasts.

On this episode of The Member Engagement Show, Kelly talks with Higher Logic's Sr. Sales Engineer Emily Stamm about association volunteer and mentorship programs. The episode covers: How mentorship programs benefit both seasoned experts and younger members. Why you should establish volunteer programs in your association. What makes for great volunteer opportunities. How to spot and foster the best potential volunteers. How use community to create member engagement in volunteer and mentoring programs. Showcasing volunteer efforts, programs, and results. Ways to show your appreciation for your volunteers. Check out the resources and events mentioned during this episode at higherlogic.com/podcasts, including: Super Forum 2024, which takes place, April 10-12 - Emily Stamm will be teaching a session to help you improve your mentoring and volunteering programs! Our guide, Path to Renewal: Mentoring & Volunteering  

Our guest on today's episode is Higher Logic's own Martha Jack. Martha is the Senior Director of Design Services, where she leads the Design Services team in helping customers build communities uniquely tailored to association needs. Martha has worked with countless clients to create community and website experiences that foster member engagement and support the objectives of associations. Topics covered on this episode include: Creating synergy between websites and communities. Why community design is so important for helping members stay engaged and find the information they need Creating sustainable communities with automation that saves staff time. Why your community homepage doesn't need to have everything, everywhere, all at once. How to create ongoing interest by launching new community features over time. Important design considerations that are unique to association websites. Website and community design trends. Why you should never consider your community “finished.” Find links to our Higher Logic Thrive Community Lookbook, and more information about Higher Logic Design Services at higherlogic.com/podcasts. Martha will also be teaching a session at Higher Logic's Super Forum 2024, April 10-12, on web accessibility to help you learn how to make your community better for everyone. Register to learn more from Martha and others!

Join Association Chat for a discussion with Higher Logic's visionary leaders in our latest episode of Association Chat. We sit down with Rob Wenger, Co-Founder and CEO, alongside returning giants Mark Lowry and Conor Sibley, now serving as Chief Revenue Officer and Chief Technology Officer, respectively. This episode, "Higher Logic's Homecoming: Charting a Future with Rob Wenger, Mark Lowry & Conor Sibley," explores the strategic foresight and innovative spirit driving Higher Logic's latest moves. We explore their insights, lessons from their unique journeys, and their collective vision for HL's future. From discussing the potential of AI and automation in enhancing member experiences to unraveling the intricacies of leadership and innovation, this conversation will surely be a deep dive into the minds shaping a leading company in the association industry. Tune in to get inspired!

Kelly's guest on this episode of The Member Engagement Show is Shaine Anderson, Executive Vice President and COO of the commercial real estate development association, NAIOP. Shaine has also held roles at the National Association of Landscape Professionals, the US Indoor Soccer Association, and the American Composites Manufacturers Association. Over the years, Shaine has just about seen it all in the association space. In this episode, she shares tips for those starting a job with an association and for others thinking through their career growth in the association industry. She also explores trends in the field. Topics covered include: Working in an association is, first and foremost, a people-centered job. Those who succeed cultivate emotional intelligence and love to work with others. Working in the association world means being curious and having a thirst for learning. Get to know multiple areas of associations for more context around your particular role. For your association to succeed, members must feel they can't miss out on what you offer. When your association is doing advocacy work, share the behind-the-scenes work with your members. Test different tools and technologies, but once you choose, maintain consistency. Check out the resources and events mentioned during this episode, including: Super Forum, April 10-12 - The early-bird discount is still in effect! Higher Logic's on-demand webinar, Future-Proof Your Association. Higher Logic's 2023 Association Member Experience Report.

Our guest on this episode of The Member Engagement Show is Lucas McCann, President/CEO of Core Affinity. Lucas is also President and owner of the Big Red M and the host of the 6 Degrees of Associations podcast. He's worked with over 1000 associations to develop successful programs, optimize marketing, increase revenue, and cultivate industry partnerships. Kelly chats with Lucas about association affinity programs, covering topics such as: What does an affinity program for an association look like? Common misperceptions about affinity programs. The dangers of not properly resourcing affinity programs. Common mistakes made in running affinity programs. The near-magical powers of member feedback. The near-magical powers of making experiences easy. The steps to starting or reviving an affinity program. The importance of data and reporting. Trends and innovations in affinity programs. Learn more about Core Affinity. Listen to the 6 Degrees of Association podcast. Check out Higher Logic's recent 2023 Association Member Experience Report. Register for Super Forum 2024 by February 2, 2024 to save $200 on your registration!  

In this episode, Higher Logic's Kelly Whelan talks with Teri Carden, creator of Non Dues-A-Palooza, an organization that brings together industry thought leaders and curious association professionals to explore new and innovative ways to generate and implement non-dues revenue for associations. Give the episode a listen and you'll learn: Why NDR so important and impactful for associations. Today's typical dues/NDR split for association revenue. Examples of non-dues revenue streams. Key takeaways from this year's Non Dues-A-Palooza event and what to expect from Non Dues-A-Palooza popups coming to a city near you. Three things your sponsors are looking for. Links mentioned in the episode: Learn more about Non-Dues-a-Palooza: https://www.nonduesapalooza.com/ Contact Teri Carden: teri@nonduesapalooza.com Higher Logic's upcoming webinar, with CEO Rob Wenger, The Future Is Now: AI and Automation in Association Software (choose the time that works for you) November 16: http://www.higherlogic.com/w/november-2023-rob-product-ai-webinar-rsvp/ November 20: http://www.higherlogic.com/w/november-2023-apac-rob-product-ai-webinar-rsvp/ Register for Super Forum 2024, where Teri and others will share tips and ideas for helping your association thrive: https://superforum.higherlogic.com/

Today we discuss Higher Logic's 2023 Association Community Benchmark Report with Senior Customer Advisor Kristen Parody. Kristen and Kelly cover topics like: Why associations should review benchmarks and how they can use them. Using benchmarks to inform discussions with your leadership team. The trends in engagement pre-, during, and post-pandemic. Using benchmarks for reasonable goal setting. The percentage of users that actually engage. Why email digest open rate is important. Tips for collecting and analyzing your own community data. Strategies for improving engagement with your community. Adopting a personal voice in your community. There are several resources mentioned in this episode that are useful as you review community benchmarks and work on increasing your association's member engagement. Download the 2023 Association Community Benchmark Report. Read Kristen's checklist of things community managers can do to ensure online community health. Higher Logic customers can log into the Higher Logic User Group (HUG) and join us for monthly Hug Connects to learn from their peers. We're also currently soliciting speaker proposals for Super Forum 2024 - share your insights, your successes, and even your failures through a workshop, panel, or speaker session. The deadline for submissions is October 13, 2023.

On this episode, Lisa Gilley, Chief Legal Officer at Higher Logic, joins Mary to talk about, among other things, community and engagement and how the Higher Logic platform allows organizations to give their community a home where they can interact, share ideas, answer questions and stay connected. Engagement with customers is critical for customer retention in any community, and the legal community is no exception. True engagement ignites a community through the sharing of ideas and lighting a fire of excitement about an organization. Lisa works on a small, supportive and collaborative legal team, and that builds trust among team members and leadership. That trust empowers her and her team to build their department the way that they want it and to acquire the tools they need to do their jobs better. Many GCs ask how they can show their value to earn that kind of trust, and Lisa's answer is to treat everyone in the organization like a customer and do your job in a way that creates customer satisfaction. Lisa's advice for other solo GCs is to get in early with technology and scale your technology as your department grows. You'll never regret having the tool in place. Resources: Lisa Gilley - https://www.linkedin.com/in/lisagilley2021/ Higher Logic - https://www.linkedin.com/company/higher-logic/ If you enjoyed today's show, please leave a 5-star review. You can find more information, as well as the resources mentioned in this episode, at ironcladapp.com. #LegalOps #LegalCareer

If you are in any roles in the post-sales Customer Success, or Account Management world, you have most likely heard of this week's guest. This week's guest started his journey studying Information Systems and Software Engineering before making the shift into Professional Services, Support, and Customer Success.  Most recently, he is the Executive VP of Corporate Market and Chief Customer Officer at Higher Logic, an industry leader in cloud based engagement platforms where their data-driven approach gives organizations an expanded suite of engagement capabilities, including online communities, marketing automation, and much more.  In his spare time, he takes that same love for community, and helps others on their journey to Gain, Grow, and Retain their customers. This week's guest is the heart of Mount Pleasant, South Carolina, Mr. Jay Nathan. In this week's episode, we discussed: Customer Centric Mindset Natural Curiosity For Customers Lessons From Duke Energy (Large Enterprises and Heavy Process) The Start of The Largest CS Community Using Your Own Product Much More!  Please enjoy this week's episode with Jay Nathan. ____________________________________________________________________________ I am now in the early stages of writing my first book! In this book, I will be telling my story of getting into sales and the lessons I have learned so far, and intertwine stories, tips, and advice from the Top Sales Professionals In The World! As a first time author, I want to share these interviews with you all, and take you on this book writing journey with me!  Like the show? Subscribe to the email: https://mailchi.mp/a71e58dacffb/welcome-to-the-20-podcast-community I want your feedback! Reach out to 20percentpodcastquestions@gmail.com, or find me on LinkedIn.

Ike Nwabah, Senior Director of Marketing at Higher Logic, talks about everything you need to know about community-based marketing. In a lot of ways, B2B has been adopting the methods of B2C when it comes to customer relations and management. As evidenced by the uptick in community building in the B2B space, there's an understanding that branded communities can be leveraged for a variety of functions and outcomes by B2B organizations. Today, Ike discusses community-driven outcomes. Show NotesConnect With:Ike Nwabah: Website // LinkedInThe MarTech Podcast: Email // LinkedIn // TwitterBenjamin Shapiro: Website // LinkedIn // TwitterSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Ike Nwabah, Senior Director of Marketing at Higher Logic, talks about everything you need to know about community-based marketing. In a lot of ways, B2B has been adopting the methods of B2C when it comes to customer relations and management. As evidenced by the uptick in community building in the B2B space, there's an understanding that branded communities can be leveraged for a variety of functions and outcomes by B2B organizations. Today, Ike discusses community-driven outcomes. Show NotesConnect With:Ike Nwabah: Website // LinkedInThe MarTech Podcast: Email // LinkedIn // TwitterBenjamin Shapiro: Website // LinkedIn // TwitterSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Ike Nwabah, Senior Director of Marketing at Higher Logic, talks about everything you need to know about community-based marketing. In recent years, we've seen influencers and content become more important in the B2B landscape. As a result, different communities have emerged and many B2B organizations are trying to determine how to build, grow, and manage their own communities. Today, Ike discusses the marketer's guide to community. Show NotesConnect With:Ike Nwabah: Website // LinkedInThe MarTech Podcast: Email // LinkedIn // TwitterBenjamin Shapiro: Website // LinkedIn // TwitterSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Ike Nwabah, Senior Director of Marketing at Higher Logic, talks about everything you need to know about community-based marketing. In recent years, we've seen influencers and content become more important in the B2B landscape. As a result, different communities have emerged and many B2B organizations are trying to determine how to build, grow, and manage their own communities. Today, Ike discusses the marketer's guide to community. Show NotesConnect With:Ike Nwabah: Website // LinkedInThe MarTech Podcast: Email // LinkedIn // TwitterBenjamin Shapiro: Website // LinkedIn // TwitterSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

On this episode of the Member Engagement Show, Kelly talks with Sarah Spinosa, Product Marketing Manager at Higher Logic and a member of the ASAE Marketing Advisory Council. Sarah has 15 years of marketing experience and served on the 2023 ASAE MMCC Program Advisory Council and as an ASAE Gold Circle Award judge.   The conversation revolves around member-generated content and touches on: *What member-generated content is *Why it's important for associations *Ideas for leveraging your members' expertise *Ways to gather member-generated content *Making it easy for members to submit content *Tapping into sponsors and partners for content *Encouraging content from newer, younger members who are earlier in their careers *Promoting and highlighting member-generated content Sarah will be presenting a deeper dive on this subject at the ASAE Annual Meeting & Exposition August 5-8, 2023 in Atlanta, GA.  

I thoroughly enjoyed my conversation with Jeff in this week's episode. Most of you will probably know him from Gain Grow Retain and his constant presence on LinkedIn. I was excited for this interview as Jeff has talked with so many amazing CS leaders and as such, has had his finger on the pulse for quite a few years now. In this episode, Jeff and I discuss the evolution of Digital Customer Success, practical advice for those getting started in DCS, the benefits of office hours and user-generated content, building customer relationships over time , among other things!Enjoy! I sure did...Jeff's LinkedIn: https://www.linkedin.com/in/scaledcs/GGR: https://gaingrowretain.comHigher Logic: https://higherlogic.comResources Mentioned in this Episode:Newsletters:Chartr Newsletter - Data visualization: chartr.coPodcastsMy First Million: https://www.mfmpod.com/Digital CS Kudos!Greg Danes on the value of paying for educationMatt Dixon on reducing effortMonday.comSupport the show+++++++++++++++++Listener Submissions:If you'd like to call in with commentary or a question to be addressed in a future episode, call our submission line at +1 (512) 222-7381. Leave us a 2-3 minute message with your comment or question using either your real name or a pseudonym, and we'll feature your clip on the show!Like/Subscribe/Review:If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website:For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee:This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

In this episode Higher Logic's Sr. Marketing Automation Manager and email marketing expert Stefani Read touches on some of the learning from Higher Logic's annual Email Benchmark Report and gives tips on how to operationalize the revealed insights. Topics include: The effect of Apple's Mail Privacy Protection on getting accurate open rate metrics and other recipient data and how to cope with it Why desktop opens shot up after MPP, but mobile email opens went down. Why you should look at actual number of clicks and not click through percentage Why it's no longer smart to build strategy around open rates you can't be 100% confident in Trends in email volumes, open rates, and click rates Tactics that impact email metrics A/B testing tips Tips for what metrics and email data you collect Download Higher Logic's 2022 Email Benchmark Report.  Read more about how to adapt to Mail Privacy Protection in our blog post, The Impact of Email Privacy Rules and Tips for Adapting.

In this episode, our host Anika Zubair chats with Jay Nathan, EVP and CCO at Higher Logic about how to manage churn in turbulent times. If you're currently looking for strategies to prevent and reduce customer churn - you're not alone. With the gloomy outlook for the world economy, companies are preparing for the effects of an economic downturn. Hence increased focus on churn and how to handle it. But how do you decrease the risk of churn? How do you show ROI daily to your customers? And how are you working on expansion during renewals?Podcast enquiries: sofia@planhat.com

Associations need to be able to draw in each new generation (both as members and staff) to continue grow and thrive. As Gen Z enters the workforce, how should associations adapt in order to demonstrate their relevance? Our guest this episode is Hanna Holman, a 2021 graduate with a BA in strategic communication journalism. She was a project manager with Mountain Tennessee Outreach Project, a group working to alleviate substandard housing in rural Appalachia, and is now the membership assistant at Public Responsibility in Medicine and Research, a non-profit dedicated to advancing ethical research. There, she handles member recruitment and retention, produces member content, and serves as a primary point of contact for PRIM&R's members. The episode covers: Ideas for associations looking to engage the next generation of members and staff, and to adapt to a changing world. Gen Z's key considerations when looking for professional roles and employment? Why Gen Z might be less likely to make work their passion and focus of their life than previous generations. Accounting for changes in work and learning expectations. Thinking beyond email and appearing in Gen Z's lives more creatively. Reducing the barriers to information and engagement. Avoiding the damage outdated systems can do when you're trying to appeal to Gen Z. Listening to younger staff members for a strategic advantage. Are younger generations even interested in joining associations? Do they even know about them? Leveraging FOMO. The power of candid, casual conversations (and not being afraid of them) Keep exploring this topic during Higher Logic's free webinar on March 21, Attracting and Retaining the Next Generation of Association Members and Staff. During the webinar, a panel of association professionals will discuss: Considerations for your technological infrastructure Ideas for cultivating a flexible work and learning environment  Strategies for supporting members' and staff's professional growth  And more!

This episodes guests, Alexey Gutin and Josh Slyman of Web Scribble, walk us through the enormous value that job boards and communities that incorporate career development bring to associations, employers, and members. Alexey is Co-founder and CEO at Web Scribble while Higher Logic alumni Josh is the company's Director of Product Strategy. In this episode, we cover: Higher Logic's newest association solution, Higher Logic Thrive Jobs A review of the labor markets for last year and 2023 What kind of talent is currently in demand The value of career centers and job boards for associations in this environment How boards can help introduce members to careers they never before considered How vital it is for associations to stay aware of career development needs Job boards as a driver of content that engages and retains Job boards as a source of NDR Job boards attracting employers as eventual partners and sponsors Job boards as a source of informative data for the association and partners The Community + Job Board + Marketing + LMS ecosystem Why “if you found a member a job, you found a member for life” Josh Slyman will also lead a session at Super Forum 2023 about how strategically connecting careers and community to protect your member's careers drives membership, revenue, engagement, and forwards your mission. Register to gain more tips and tactics - April 10-12 in Washington, DC!

In this episode, host Kelly Whelan talks with Higher Logic Product Marketing Manager Sarah Spinosa about the recently released Association Member Experience Report. There's nothing like going right to source when you want to find out what members want, like, and wish they were getting from their association memberships, and that's exactly what this report outlines. This is an episode not to be missed!  Topics covered include: Who Higher Logic surveyed and why How members prefer to get information (it may surprise you) What benefits members value most How often members tend to interact with their associations Are associations giving the level of personalization members want What the survey revealed about events, both in-person and virtual Top reasons members consider leaving their associations How associations can use this valuable information Download Higher Logic's 2022 Association Member Experience Report to learn more!

Ike Nwabah, Senior Director of Marketing at Higher Logic, talks about everything you need to know about community-based marketing. In a lot of ways, B2B has been adopting the methods of B2C when it comes to customer relations and management. As evidenced by the uptick in community building in the B2B space, there's an understanding that branded communities can be leveraged for a variety of functions and outcomes by B2B organizations. Today, Ike discusses community-driven outcomes. Show NotesConnect With:Ike Nwabah: Website // LinkedInThe MarTech Podcast: Email // LinkedIn // TwitterBenjamin Shapiro: Website // LinkedIn // TwitterSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Ike Nwabah, Senior Director of Marketing at Higher Logic, talks about everything you need to know about community-based marketing. In a lot of ways, B2B has been adopting the methods of B2C when it comes to customer relations and management. As evidenced by the uptick in community building in the B2B space, there's an understanding that branded communities can be leveraged for a variety of functions and outcomes by B2B organizations. Today, Ike discusses community-driven outcomes. Show NotesConnect With:Ike Nwabah: Website // LinkedInThe MarTech Podcast: Email // LinkedIn // TwitterBenjamin Shapiro: Website // LinkedIn // TwitterSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Ike Nwabah, Senior Director of Marketing at Higher Logic, talks about everything you need to know about community-based marketing. In recent years, we've seen influencers and content become more important in the B2B landscape. As a result, different communities have emerged and many B2B organizations are trying to determine how to build, grow, and manage their own communities. Today, Ike discusses the marketer's guide to community. Show NotesConnect With:Ike Nwabah: Website // LinkedInThe MarTech Podcast: Email // LinkedIn // TwitterBenjamin Shapiro: Website // LinkedIn // TwitterSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Ike Nwabah, Senior Director of Marketing at Higher Logic, talks about everything you need to know about community-based marketing. In recent years, we've seen influencers and content become more important in the B2B landscape. As a result, different communities have emerged and many B2B organizations are trying to determine how to build, grow, and manage their own communities. Today, Ike discusses the marketer's guide to community. Show NotesConnect With:Ike Nwabah: Website // LinkedInThe MarTech Podcast: Email // LinkedIn // TwitterBenjamin Shapiro: Website // LinkedIn // TwitterSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Diane Ratigan (Director of CS for Corporate Team, Shannon Creghan (CS Executive), and Kimmie Harrington (CS Executive), all of Higher Logic join Jay today to talk about launching Office Hours. Hosting an Office Hours for your customers focused on the core concepts around using your solution rather than feature functionality. They share the process, difficulties, and successes experienced during the launch process. Help your customers connect to you and each other in a way that not only builds the quality of their programs but helps you scale on those questions and issues in a way that isn't possible otherwise. You can find Diane here You can find Shannon here You can find Kimmie here ----- Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success. We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page. GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.

Jay Nathan (CCO, Higher Logic) and Kristi Faltorusso (CCO, Client Success) pull a couple of books from their shelves to discuss and apply to Customer Success leadership. This week, they dive into two books: Think Again by Adam Grant - a book about reframing how you think about approaching debatable topics in a constructive and productive way. Setting the Table by Danny Meyer - focused on how to start with service in mind and then build your processes to deliver through the lens of the hospitality industry. Both books have direct applications for CS Leaders in both personal and professional growth. You can find Kristi here --- Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success. We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page. GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.  

In this unchurned conversation about customer community and different facets of leadership with  Jay Nathan, EVP & CCO of Higher Logic we discuss:- Leading with questions NOT answers- Empowering your team by asking - “How I can help you?”- Showcasing hospitality as a leader- The value of customer community“You have to empower and enable people. You have to make good people decisions all the time – put the right people in the right positions and help them move obstacles, because you dont'' have all the skills needed, and even if you did, you don't have enough time in the day to do the work. "Get tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurnedBooks Mentioned In This EpisodeCoaching HabitMindset: The New Psychology of SuccessRadical CandorBuy Setting the TableAbout Jay NathanAcross the years and a number of functional executive roles in customer success, product, services and account management, Jay has developed a methodology for building, leading, and scaling SaaS companies serving a wide range of end-markets and customer sizes.  Jay has co-founded Gain Grow Retain, a community for customer success leaders, and subsequently sold Customer Imperative, a company Jay founded, that focused on helping B2B SaaS retain customers, grow revenue and scale customer success to Higher Logic where he is currently serving as the Chief Customer Officer.- Check out the Gain, Grow, Retain PodcastThank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review. Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. Follow UpdateAI for latest news on the unchurned podcast on Linkedin & TwitterUpdateAI presents Unchurned