#announcements
Important info for Customer Marketers & Community members
Thread
Hello everyone, happy holidays! :tada: As we ease into the new year, let's chat about Customer Community. For those overseeing the community, could you share how, or if, you incorporate cross-selling or upselling strategies? With the growing emphasis on retention and renewal, this has become a significant consideration. In the past, many communities steered clear of any cross-selling or upselling. Have your perspectives on this evolved? It could be something as straightforward as making product documentation accessible for exploration, or perhaps it's not on the table at all. Excited to hear your thoughts! :blush:
I create little challenges that revolve around learning about new products or features that the customer hasn't adopted yet. Currently working with our data folks to try to create a "community generated lead" category to help give some attribution to cross-sell and upsell opportunities.
A few thoughts:
• Don’t gamify everything or else it’s more of a transactional experience than one folks deeply care about and make your community a true destination
• By “incorporate cross-seeming or upwelling strategies,” what’re looking for people to share on this?
• I know many communities that focus solely on customers cohort customers on their engagement (define this so it’s clear to everyone at your org) vs those who aren’t in your community at all to track from a cohort based POV retention and expansion rates.
• I’d lean into content opportunities from other members (aka customers) to do interesting, value-add things for others to learn more in a low-pressure, value-add way than a forced one, imho.