Customer Communities: Engage and Retain Customers to Build the Future of Your Business (Hardcover)

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