{"product_id":"customer-communities-isbn-9781394172115","title":"Customer Communities","description":"\u003cp\u003e\u003cb\u003eMake community building your ultimate business growth strategy\u003c\/b\u003e \u003c\/p\u003e\u003cp\u003eIn \u003ci\u003eCustomer Communities: Engage and Retain Customers to Build the Future of Your Business\u003c\/i\u003e, 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. \u003c\/p\u003e\u003cp\u003eThe 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: \u003c\/p\u003e\u003cul\u003e \u003cli\u003eStrategies for creating a cross functional customer engagement team\u003c\/li\u003e \u003cli\u003eTechniques for building community in places that \u003ci\u003earen’t\u003c\/i\u003e the web or on social media\u003c\/li\u003e \u003cli\u003eWays to bring your organization’s culture and values into your community with a human-first alignment\u003c\/li\u003e\n\u003c\/ul\u003e\u003cp\u003eAn essential roadmap to community development for customer success, marketing, support and product teams, and other entrepreneurs, founders, and executive business leaders. \u003ci\u003eCustomer Communities\u003c\/i\u003e will earn a place on the bookshelves of anyone with a stake in organizational growth and resilience. \u003c\/p\u003e\u003cp\u003eForeword ix\u003c\/p\u003e \u003cp\u003ePreface: Two CEOs Growing Up Lonely xi\u003c\/p\u003e \u003cp\u003eAcknowledgments xv\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart I Community Is the Future of Your Business 1\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 1 An Introduction to the World of Communities 3\u003cbr\u003e \u003ci\u003eCreating a Sense of Belonging\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003eChapter 2 Communities as a Business Growth Strategy 9\u003cbr\u003e \u003ci\u003eThe Only Sustainable Long-Term Differentiator Companies Have\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003eChapter 3 How the Next Generation of Communities Drives Success 29\u003cbr\u003e \u003ci\u003eThe New Company-Wide Strategy to Drive Net Revenue Retention\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003eChapter 4 A Community for Customer Success, Support, Marketing, and Product Teams 41\u003cbr\u003e \u003ci\u003eHow Every Department Can Benefit from a Next-Generation Community\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart II The 10 Laws of Community Building 55\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 5 Law 1: You Can Start Anytime 57\u003cbr\u003e \u003ci\u003eIt Doesn’t Have to Be Expensive and Everyone in Your Organization Can Help\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003eChapter 6 Law 2: You Have to Own the Platform 65\u003cbr\u003e \u003ci\u003eEngage Your Customers Beyond Borrowed Ground\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003eChapter 7 Law 3: Community Should Be the Heart of the Customer Journey 75\u003cbr\u003e \u003ci\u003eActivate and Engage Your Customers at Scale\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003eChapter 8 Law 4: Create Content That Educates and Inspires 95\u003cbr\u003e \u003ci\u003eBe the Best Thought Leader You Can Be\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003eChapter 9 Law 5: Build on Your Advocates 109\u003cbr\u003e \u003ci\u003eYour Most Loyal Customers Are the Gateway to Success\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003eChapter 10 Law 6: Everybody Owns the Customer 121\u003cbr\u003e \u003ci\u003eCommunity Is a Company-Wide Strategy, Not a Department\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003eChapter 11 Law 7: Offline Counts More Than You Think 139\u003cbr\u003e \u003ci\u003eAn Online Community Is Strengthened with Offline Events\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003eChapter 12 Law 8: Tie It All Together in One Customer Hub 153\u003cbr\u003e \u003ci\u003ePrevent a Disjointed Customer Experience by Integrating Engagement and Content\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003eChapter 13 Law 9: Community Should Drive Real Business Outcomes 171\u003cbr\u003e \u003ci\u003eDon’t Get Fooled by Vanity Metrics—Demand Real Business Metrics\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003eChapter 14 Law 10: Bring Your Culture and Values to Your Community 183\u003cbr\u003e \u003ci\u003eBuild with a Human-First Mindset\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart III How to Get Started 195\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 15 Building Blocks to Successfully Starting a Community 197\u003cbr\u003e \u003ci\u003ePutting Together a Strong Strategy in Five Steps\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003eChapter 16 Common Objections and How to Overcome Them 209\u003cbr\u003e \u003ci\u003eAnswers to Nine Common Objections \u003c\/i\u003e\u003c\/p\u003e \u003cp\u003eEpilogue 217\u003c\/p\u003e \u003cp\u003eReferences 219\u003c\/p\u003e \u003cp\u003eIndex 225 \u003c\/p\u003e  \u003cp\u003e\u003cb\u003eNICK MEHTA\u003c\/b\u003e is CEO of Gainsight, a leading customer success company, and the bestselling co-author of \u003ci\u003eCustomer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue\u003c\/i\u003e. \u003c\/p\u003e\u003cp\u003e\u003cb\u003eROBIN VAN LIESHOUT\u003c\/b\u003e is CEO and Founder of inSided, a leading community software company.   \u003c\/p\u003e\u003cp\u003eThe most resilient and popular products rely on communities of enthusiastic evangelists to tout their benefits, spread positive word-of-mouth, and drive reliable growth. Now, a team that includes the bestselling co-author of \u003ci\u003eCustomer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue\u003c\/i\u003e shows you how to create one of those communities dedicated to your own organization. \u003c\/p\u003e\u003cp\u003eIn \u003ci\u003eCustomer Communities: Engage and Retain Customers to Build the Future of Your Business\u003c\/i\u003e, a team of award-winning CEOs deliver an actionable playbook that explains exactly how to cultivate the meaningful communities that fuel measurable and exponential business growth. In the book, you’ll discover how to leverage this new growth strategy to scale your firm and develop enduring excitement around your products and your company. \u003c\/p\u003e\u003cp\u003eAuthors Nick Mehta (CEO of Gainsight) and Robin Van Lieshout (CEO of inSided) explain the 10 foundational Laws of Community that underlie every vibrant and healthy community environment. You’ll learn why community development does not need to be expensive, arduous, or time-consuming, and how to integrate your community into the heart of your customer journey. \u003c\/p\u003e\u003cp\u003e\u003ci\u003eCustomer Communities\u003c\/i\u003e walks you through how to create a cross-functional customer engagement team and the techniques you’ll need for building community in places that aren’t on the web or social media. It also describes how to bring your organization’s culture and values into your community with a human-first alignment. \u003c\/p\u003e\u003cp\u003eA can’t-miss roadmap for community development, \u003ci\u003eCustomer Communities\u003c\/i\u003e is an essential read for customer success, marketing, support, and product professionals. It will also prove invaluable to entrepreneurs, founders, and executives in high-growth companies, as well as anyone else with a stake in organizational growth and resilience.   \u003c\/p\u003e\u003cp\u003e\u003cb\u003ePraise for CUSTOMER COMMUNITIES\u003c\/b\u003e \u003c\/p\u003e\u003cp\u003e“For over a decade the Gainsight team has pioneered community approaches which have launched and scaled hundreds of successful brand communities. \u003ci\u003eCustomer Communities\u003c\/i\u003e is amongst the best collection of modern practices to building thriving communities which actually succeed today. Buy it, read it, apply it.”\u003cbr\u003e \u003cb\u003e—Richard Millington,\u003c\/b\u003e Founder, FeverBee \u003c\/p\u003e\u003cp\u003e“Nick Mehta has collaborated with communities around the globe to create an eye-opening body of work that every leader must take to heart. \u003ci\u003eCustomer Communities\u003c\/i\u003e presents a new paradigm for success defined by the interdependence of company, customers, and the world around us. It returns us to the fundamental truth that ‘we are all in this together.’”\u003cbr\u003e \u003cb\u003e—Maria Martinez,\u003c\/b\u003e Chief Operating Officer, Cisco \u003c\/p\u003e\u003cp\u003e“Customer communities are much more than online message boards run by one department. This book explains why connecting stakeholders online and offline in meaningful ways creates massive leverage across every part of your company. Best of all, you can do it without community members feeling your org chart.”\u003cbr\u003e \u003cb\u003e—Jim Roth,\u003c\/b\u003e President of Customer Success, Salesforce\u003c\/p\u003e","brand":"Wiley","offers":[{"title":"Default Title","offer_id":47989016690917,"sku":"NP9781394172115","price":32.0,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1842\/7735\/files\/9781394172115.jpg?v=1761782448","url":"https:\/\/k12savings.com\/es\/products\/customer-communities-isbn-9781394172115","provider":"K12savings","version":"1.0","type":"link"}