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Full Product Details

Author:   Nick Mehta ,  Robin Van Lieshout
Publisher:   John Wiley & Sons Inc
Imprint:   John Wiley & Sons Inc
Dimensions:   Width: 15.00cm , Height: 2.80cm , Length: 22.60cm
Weight:   0.454kg
ISBN:  

9781394172115

ISBN 10:   1394172117
Pages:   256
Publication Date:   07 November 2023
Audience:   General/trade ,  General
Format:   Hardback
Publisher's Status:   Active
Availability:   Available To Order  
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Table of Contents

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

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Author Information

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.

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