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

  • 3h 31m
  • Nick Mehta, Robin Van Lieshout
  • John Wiley & Sons (US)
  • 2023

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.

About the Author

NICK MEHTA is CEO of Gainsight, a leading customer success company, and the bestselling co-author of Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue.

ROBIN VAN LIESHOUT is CEO and Founder of inSided, a leading community software company.

In this Book

  • Foreword
  • An Introduction to the World of Communities: Creating a Sense of Belonging
  • Communities as a Business Growth Strategy: The Only Sustainable Long-Term Differentiator Companies Have
  • How the Next Generation of Communities Drives Success: The New Company-Wide Strategy to Drive Net Revenue Retention
  • A Community for Customer Success, Support, Marketing, and Product Teams: How Every Department Can Benefit from a Next-Generation Community
  • Law 1: You Can Start Anytime: It Doesn't Have to Be Expensive and Everyone in Your Organization Can Help
  • Law 2: You Have to Own the Platform: Engage Your Customers Beyond Borrowed Ground
  • Law 3: Community Should Be the Heart of the Customer Journey: Activate and Engage Your Customers at Scale
  • Law 4: Create Content That Educates and Inspires: Be the Best Thought Leader You Can Be
  • Law 5: Build on Your Advocates: Your Most Loyal Customers Are the Gateway to Success
  • Law 6: Everybody Owns the Customer: Community Is a Company-Wide Strategy, Not a Department
  • Law 7: Offline Counts More Than You Think: An Online Community Is Strengthened with Offline Events
  • Law 8: Tie It All Together in One Customer Hub: Prevent a Disjointed Customer Experience by Integrating Engagement and Content
  • Law 9: Community Should Drive Real Business Outcomes: Don't Get Fooled by Vanity Metrics—Demand Real Business Metrics
  • Law 10: Bring Your Culture and Values to Your Community: Build with a Human-First Mindset
  • Building Blocks to Successfully Starting a Community: Putting Together a Strong Strategy in Five Steps
  • Common Objections and How to Overcome Them: Answers to Nine Common Objections
  • Epilogue
  • References