Summit US Case Studies Higher Logic Case Study

Maximizing Customer Growth and Retention with Community

Monday May 6, 2019 | 2:00 PM - 2:45 PM
Wednesday May 8, 2019 | 10:45 AM - 11:30 PM

Sponsor Name: Higher Logic

Speakers: Richard Henderson, Chief Revenue Officer, Higher Logic; Chloe Elliott, Community Manager, Jama Software; Kristina King, Technical Support Manager, Jama Software

Customer loyalty, growth, and ultimately retention, are built into a customer success model that prioritizes community. Join Higher Logic and Jama Software for a case study presentation on how customer success leaders should prioritize an online community for better customer contributions, feedback, product adoption, and advocacy.

Jama Software was poised to pivot from a perpetual, self-hosted licensing model to becoming a SaaS company, but needed to scale customer care in order to support high growth. It launched a customer community as part of this initiative with the goals of creating a searchable knowledge base accessible 24/7, supporting product releases, and deflecting support tickets. In this session, Jama Software will present the various use cases that can drive a community and improve customer experience, as well as lessons learned.

Takeaways:

  • Customer retention and loyalty: Customers and prospects cite the community as a reason to choose the product during win/loss analysis calls
  • Customer advocacy: Provide a sense of ownership over customer contributions to that community, solidifying their relationship with the product and brand, as well as correlating interactions to a measurable drop in submitted tickets
  • Customer success and post-sale engagement: A Knowledge Base content contributes to product adoption throughout customer lifecycle
  • Post-sales experience: Honest, real-time product feedback is easy to collect in a community