Customer success forum.docx

1. The Role of a Successful Customer Success Forum The modern business environment is going through a phase of cut-throat competition where, all things like product quality and marketing capabilities being equal, it is customer service that gives the edge. As businesses grow exponentially, most organizations are now implementing a customer advocacy program or a customer success forum. It is a platform where customers interact and share their views on products and services, ultimately leading to greater operational efficiencies and an optimized product portfolio.

2. Why should you have a customer success forum? • As your business grows you have to understand that it is ultimately the end-users – your customers – who matter and will drive and fuel your growth. And happy customers who get personalized experience through customer success forum become your true advocates, taking the pressure off your marketing efforts. • Everything that you do should be focused on your customers and this aspect should be ingrained into the DNA of your company. Once you build a business that is loved by the customers, you are halfway through to your business targets.

3. A customer success forum is a community of people with common and shared goals. If you want to have an idea of what such a forum can mean for your brand, take the example of Nike. A dedicated band and a strong community of Nike loyalists, members of the forum, have ensured that the brand dominance becomes highly impactful and strong.

4. What is the purpose of a customer success forum? • Primarily, the purpose of any community is to bring people together and this is crucial in the world of SaaS. The common target of the community is to find ways and means to radically change the methods through which businesses deliver experiences and win customers’ loyalty for life. It is a platform where people who are concerned about customer experience find a common meeting ground and where each can grow by learning from another.

5. Once a customer success forum is created, there are several benefits to it. You can develop a strong awareness of your brand and increase adoption rates. But importantly, you come in direct contact with the people who matter most for your business – your customers. More and more organizations around the world are focusing today on this one point of building a successful customer success forum.

6. What is the result of creating a customer success forum? • After you have created a customer success forum, you can see a direct impact of this community on your primary and strategic business targets. The forum will eventually turn out to be the main marketing plan for your business, the USP, especially for SaaS companies that depend on their customers largely for sustenance.  

7. Create a customer success forum only after you have defined what the community will stand for. You have to decide what you will get out of it and who will be a part of it.