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Applying Customer Success Strategies to a Customer Community

Find out how you can apply existing onboarding strategies to make a successful customer community.

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The Advocacy Maturity Model

The Customer Advocacy Maturity Model helps you benchmark your customer advocacy program and build on a solid foundation. Download it for free today.

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Deepening Connections in the Industry Marketplace

Xometry, an offline business, used an online community to improve product ideation, NPS, and support efficiency.

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Learn how TeamViewer Reduced Time to Answer by 75%

TeamViewer increased in engagement and helpfulness, and decreased time to answer by 75% with their Vanilla powered community!

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The Customer Advocacy Maturity Quiz

Benchmark your Customer Advocacy program and use our corresponding eBook to move your program to the next level. 

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Customer Advocacy and Community

Captivate Collective share how community can harness the power of your customers into a successful customer advocacy strategy.

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Mapping the Journey to a Better Community Experience

This GPS and Geolocation Technology Provider turned to Vanilla to provide a support solution with functionality and affordability all wrapped up in one.

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How Product Teams can Leverage Community

Learn how community and product managers can work together to leverage the power of community to address and accomplish product excellence.

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Smartsheet's Community Increased Member Engagement & Cost Effectiveness

Vanilla became the perfect platform for the Smartsheet success community to grow, expand, and advance.

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Investing Wisely in your CX Tech Stack

Determine the balance between the tech stack components you invest in and the value they generate.

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Making Customer Voices Matter with a Strong Digital CX

Learn how OnShape empowered their customers with community, leading to a 20% decrease in support tickets, and having 65% of questions answered by non-staff.

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The CSM's Guide to Better Customer Relationships

This guide is a must-have for CSMs. This free resource can help you evolve your customer relationships and gain substantial understanding of your customers’ wants and needs.

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Power Hour with the Community Team @ MURAL

The MURAL Community Team joins us to discuss how they built their community from scratch.

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How to Reduce Time to Value (TTV) by 40%

Ryan McKeown, Director of Implementations, will cover how Higher Logic reduced time to value (TTV) by 40% in just two years.

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The Power of Community Membership

Carrie Melissa Jones will be sharing the importance of undertaking community member research, and how it can impact cross-organizational value.

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Driving Revenue With Community Programs: Uncovering Community Qualified Leads

Dan Cmejila explains how to capitalize on community programs. Learn how to convert community membership to revenue.

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Plugging your Community into the Customer Lifecycle

Nichole Devolites explains how community should be centric to customer programs that impact CX.

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A Community Love Story: Choosing the One for your Technology Community

How a Vanilla by Higher Logic community has helped some of our existing technology customers understand and meet their customers where they are, and how Vanilla has spurred them on through capabilities, support, features, and more.

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Research Report: Customer Perceptions of the Community Experience

A research study into how community meets customers' CX priorities.
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The Democratization of Customer Success

John Ragsdale explains a new dawn of customer success.

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Leadership Panel: Lessons Learnt from a Global Support Community

TomTom, Teamviewer and F-Secure share their biggest lessons from Global Support Communities.

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Exclusive Research: Customer Perceptions of the Community Experience

Join us for the unveiling of an exclusive research report into how customers perceive online community as part of their customer experience.

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Positioning Your Community: How to Find and Deliver your Community's Unique Value

Richard Millington helps you uncover and communicate your community's true value.

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Measuring Up: Choosing the Right Score for Your Community

Nichole Devolites shares her experience of different customer experience scores for your community.

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Securing a Better Customer Experience For F-Secure with Community

F-Secure has driven innovations in cyber security for over three decades, defending tens of thousands of companies and millions of people

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How Foundant Created a Virtual Space for Their Customers

With many in-person events cancelled, Foundant had extra reason to provide a community for customers to connect virtually.

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How TSIA Connects Members with Online Community

How TSIA created a safe space for executive leaders to ask critical questions and get meaningful answers.

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The Science of Increased Community Participation

Carrie Melissa Jones shares findings from the academic literature into community participation.

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Convincing the Unconvincible: Turning Community Skeptics into Passionate Allies

Jono Bacon shares stories from his years of experience working with the world's biggest brands.

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Considerations when Building Multilingual Communities

Adrian Speyer draws on his years of experience and talks about things you may not have considered when building a multilingual community. 

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Why Product Leaders Should Care About Community

Patrick Carmitchel, VP of Product Management at TSIA, explores the concept of community driven roadmaps and the TSIA Value Stream – both developing the community and integrating with the product as well as developing the core product by including community in the process of product lifecycle governance. 

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How To Build a Product Community

Are you looking to get better feedback from your customers directly? Are you ready to get more qualitative and quantitative customer data? Are you wondering where to start in building a thriving product community? Peter Staal and Kirsten Wagenaar give their recipe to creating a successful product community - engaging your customers for ideas and feedback.

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2021 Community Predictions

In this annual series, we reach out to some of the most recognized thought leaders in community to get their thoughts and opinions on the year that lies ahead. Our experts provide us with invaluable insights on the community trends to expect in 2021, and how to ensure that you, as a community professional, can stay ahead of your competitors.

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Customer Communities Elevate the Customer Experience

A comprehensive summary of the The State of Community Management 2020 by industry-leading researchers The Community Roundtable.

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Community: A Strategic Advantage in 2021

This webinar will not only teach you the importance of a community champion/ dedicated community manager, but it will also explain why community is a must-have in 2021.

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Community: Executives, Take Note!

This session will explore why executives are finally taking note of community, and how the pandemic has contributed to this revelation.

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Conversations by Vanilla

Our annual celebration for community builders all around the world, bringing together practitioners to share their stories, their experiences and their knowledge. Our goal is to give you an energizing event to propel you into 2021 ready to build better communities!

Sign up for your place in this two day event now!

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A Research Study: Customer Experience and Self-Support

Building on existing literature, we sought to explore how customer attitudes shape a customer's experience, the actions they take and their subsequent perception of the organization.

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The Executive Guide to Building a Community Team

Community is similar to any other department in that it demands a full-time team and a knowledgeable, present community manager. In order for your community to truly thrive, you need to ensure that it's equipped with the resources necessary to succeed.

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Hey, Let's Start A Community Revolution

Community is so much more support, and misunderstanding this is missing on a lot of the value community can provide.

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The 5Es of Community: Support Forums and Beyond

Want to know how to set the right objectives for your community? See our webinar, The 5 E’s of Community: Support Forums and Beyond.

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The Ultimate Advocate Marketing Guide

Learn how to build and manage a successful advocate community that helps you achieve your goals.

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Transforming the Digital Customer Support Experience

As more organizations look to digitize their customer support journey, learn what digital support solutions are right for your customer base.

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Managing Product Feedback at Scale

Learn how to manage priorities for success, including how to assess feedback and avoid common product management traps.

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Enabling Customer Success With Community Building

Learn what makes a customer success team effective, and how you can empower your team to achieve their goals through community. 

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How Communities Can Supercharge Your Business, Brand and Teams

Hear from community strategist, Jono Bacon, as he outlines how to craft a community strategy using evidence-based decisions.

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The Executive's Guide to Community Investment

Gain an understanding of exactly what it takes to make an investment in community successful.

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How to Build an Online Community Forum

Learn the simple 7-phased approach to building a community that will encourage engagement and see long-term success.

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Vanilla The Official Handbook of KPIs for Online Community Forums and Community Managers

Setting and measuring key performance indicators (KPIs) for any project or business strategy is important, and your community is no different. 

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Measuring Feeling Metrics: Beyond CSat and NPS

Learn about methods to get alternative satisfaction measures from your community.

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Research Presentation: Customer Experience and Self Support

We conducted a research study, with the aim of identifying customer attitudes towards support and self-support efforts.

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Vanilla Conversations

All the talks from our 3-day community event in May 2020.

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Driving Engagement Through Effective Motivation

Hear from Richard Millington on what motivates your community members and how to use this motivation to boost engagement.

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How to Handle the Buyer’s Journey

Learn how to leverage user-generated content from your community to guide prospects through the buyer journey.

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How to Build a Global Community Advocacy Program

Hear from David Spinks, the CEO and Founder of CMX, on how to build and manage a successful community advocacy program.

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Using Community for Support and Product Development

Learn how Wave used their Vanilla community to deflect 30% of their support tickets and boost product development.

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Essentials for Scaling Customer Success

Emilia D’Anzica, Founder of Customer Growth Advisors, shares actionable tips on how to scale your customer success program.

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What Your Members Really Want From Your Community

Richard Millington explains how to understand what motivates your members and how to harness their desires to boost engagement.

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How to Set the Most Impactful KPIs for Your Community

Carrie Melissa Jones explains how to identify the most suitable KPIs for your community and how to measure them.

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CMGR Bootcamp

Participate in this 3 day workshop tailored specifically for Community Managers, to boost your skills and knowledge.

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CMGR Bootcamp

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The HUMAN Brand

Chris Malone, Founder of Fidelum Partners, outlines how to engage customers in the Digital Age, and secure their loyalty. 

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The HUMAN Brand

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TSIA – The Secrets of Successful Support Communities

John Ragsdale, VP of Tech Research at TSIA, and Adrian Speyer, Head of Community at Vanilla, discuss support community success.

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Enabling Customer Success

Ben Winn, Founder of CS In Focus, unpacks common customer success challenges, and how community can address these challenges.

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Building a Strategic Super Fan Program for Your Online Community

Learn why your online community needs to have a Super Fan Program, and how to build one that suits your membership and goals.

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Community Predictions 2020

Learn what 30+ experts have to say about what to expect in the community space in 2020 and how to stay ahead of the trends.

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Knowledge Management and Knowledge-Centered Support

Learn how to implement a knowledge-centered support strategy to save time, money and deliver better customer service.

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Create Together, Share Together—Knowledge Sharing Communities

Nancy Kinder, Knowledge and Community Consultant, explains how to encourage and stimulate community knowledge-sharing.

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Proven Strategies to Increase Case Deflection and ROI

Matt Laurenceau, Head of Community at BMC, outlines how to use the right data to increase community case deflection and ROI.

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The Engagement Trap Webinar with FeverBee

Richard Millington explains the concept of the "engagement trap" and how community professionals can avoid making this mistake.

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AI & Community: Don't Hammer the Flowers

Artificial Intelligence is already being deployed within, and upon, online communities. It's important for community practitioners to develop a comprehensive understanding of both.

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How SecureAuth Decreased their Support Tickets

SecureAuth delivers the most secure and flexible authentication experience for workforce and customer identities to organizations around the world.

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How Quicken Increased Their NPS Score by 10%+

After trying four different community vendors, Quicken found the right one and saw an immediate impact on customer satisfaction ratings.

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Boosting Response Rates by 35% for This SSA Solution Provider

This SSA provider was looking for a “best-of-breed” community; one that was mobile responsive, included crucial features in the out-of-the-box price and could deliver ongoing support and guidance.

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How King Doubled Their Community Engagement

Moving from a support community involved an entire overhaul from platform, to strategy and operations. 

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How Acer's Community Refresh Led to a 4X Boost in ROI

Faced with having to reduce dramatically their platform costs, without compromising customer experience, Acer turns to Vanilla for 4x ROI. 

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How RapidMiner Increased All KPI's to Deliver Top Support

RapidMiner was faced with an inflexible and expensive community platform that no longer met their needs. 

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How Qualtrics XM Community Empowers Customers Through Digital Self-Service

Our friends at Qualtrics present their success to the Technology Services Industry Association.

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How Xamarin's Developer Community Skyrocketed their Value

Xamarin was looking to create an experience for their developers to encourage ongoing contributions and discussions with community.

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How SAP Qualtrics Transformed Their Digital Support Strategy

Their customers demanded for an official space to allow them to share and connect with other customers, and Qualtrics turned to Vanilla to deliver. 

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How Atkins Built a Healthier Community

The marketing team at Atkins realized that their legacy community platform was delivering a poor brand experience for their customers. 

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How Foursquare Drives Success With Their Super User Program

Foursquare needed a branded online community to create the customer experience, Super User recognition and the true sense of community that they were looking for.

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How a Top Ten U.S. Bank Uses Community to Empower Small Businesses

Empowering small businesses by building connections between them is a priority for this top U.S. Bank. 

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How The Mix Creates a Safe Space for Young People

Prioritizing the experience of their members, The Mix turns to Vanilla to deliver a better experience. 

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How Wave Cut Support Tickets by 30% in 4 Months

Supporting a large freemium and paying customer base, keeping support costs in check became a top priority for this SaaS provider.

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After 10 Years, Penny Arcade Continues To See Success with Vanilla

To this day, the Penny Arcade forum remains our town square, the best place to connect and get the full experience of our online community.

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How Cireson Saw a 90% Reduction in Support Tickets

Beyond ticket deflection, Cireson's community has turned into a place where customers can show off what they've done, how they've customized it and how far they can take it. 

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Monetizing Your Community

This monetization guide will assist you in your efforts to successfully harness the power of your community to drive profit.

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Invigorating Internal Collaboration

Learn how to increase communication and collaboration in your organization with an internal online community forum.

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The Community Manager’s Survival Guide

Learn everything you need to know to succeed as a Community Manager, including the best ways to address common challenges.

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Meet Your Business Goals

Hear from David Spinks, Founder of CMX, on how to align your community goals with your business goals for maximum impact.

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Your Guide to Running a Successful Game Launch

Learn how leading game developers are using community to support their game launch, build hype and drive engagement.

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Driving Engagement Through Video

Learn how to create video content for your community to increase engagement and help you achieve your business goals.

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Winning the Innovation Game

Learn techniques to harness the innovation and ideas within your community and how to use them to improve your business.

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Innovation Through Ideation & Collaboration

Learn how community ideation can harness new and innovative ideas, and how top brands are using ideation to stay ahead.

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Amplify Your Community Content on Social Media

Learn how to increase brand awareness and engagement by using social media to amplify your best community content.

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Upgrading Your Community Experience

Learn how to identify the signs that your community platform is due for an upgrade and the benefits of a refresh.

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Email Marketing for Community Managers

Learn how effective email marketing can be when you incorporate strong community content and use the best tools for the job.

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Gaming Community Playbook

Learn how gaming companies are leveraging their community to increase game profits and boost player engagement.

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Secrets of Keeping Your Community Content Fresh

Learn how and why community content should be refreshed, how to identify what content to update and how to measure success.

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How to Take a Vacation When You’re a Community Manager

Learn strategies for Community Managers to avoid burnout and how to properly plan a vacation so that your mind stays at ease.

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Calculating the ROI of Your Online Community

This ROI calculator will help show how your online community is impacting your organization's business objectives.

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Drive More Engagement in Your Community Using Marketing Automation Tools

Hear from Adrian Speyer, Head of Community at Vanilla, on how to use your marketing automation tools to increase engagement.

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How to Build and Scale a Thriving Developer Community

Learn why businesses are using developer communities to reach their goals, and how to build these communities successfully.

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Community Commitment Curve

Carrie Melissa Jones explains what the "community commitment curve" is, and how it can make your community work more effective.

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Driving Community Engagement with Marketing Automation

Learn how using marketing automation tools in your community can provide better customer interactions and increase engagement.

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Renovating Your Comunity

Carrie Melissa Jones explains the strategic process involved in community renovation, and how to build a roadmap for success.

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2019 Annual Community Inspiration Series

Hear three separate webinar sessions, all aimed at providing community professionals with inspiration for continued success. 

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The Business Value of Developer Relations

Hear from Mary Thengvall, Director of Developer Relations at Camunda, on the impact and value of having a developer community.

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Building a Sustainable and Measurable Developer Relations Strategy

Hear from Matthew Revell, Founder of Hoopy, as he unpacks how to build and scale a successful developer relations strategy.

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Encouraging Developer to Developer Collaboration & Support

Sarah-Jane Morris, the DevRel Lead at Hubspot, explains how to encourage and support collaboration in a developer community.

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The Big Book of SEO

Learn about Search Engine Optimization (SEO) and what SEO factors can increase the visibility of your brand and community.

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How to Segment Developers Into Personas

Christina Voskoglou, the Director of Research at /Data, explains how and why to segment your developers into personas.

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How to Boost Customer Experience with Community

Adrian Speyer, Head of Community at Vanilla, explains why community acts as the centerpiece of customer experience strategies. 

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Building a Successful Community Superfan Program

Jake McKee, CEO of Community5, outlines the benefits and the process involved in building a community super fan program.

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Knowledge Base 101

Learn what a knowledge base (KB) is, why it's a successful tool for self-service and how to build a KB using community content.

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Building Online and Offline Developer Communities

Jeremy Meiss, Director of Community at Solace, unpacks the challenges of developer communities and the best tools for the job.

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A Strategic Guide to Community Gamification

Learn how to strategically apply gamification to your community to motivate participation and boost engagement.

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Online Communities: The Benefits and Impacts on Organizations

This research reveals the top challenges faced by organizations and the various ways that community addresses these challenges.

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Community Investment Trends of Top Organizations in 2019

Carrie Melissa Jones, Founder of Gather Consulting, outlines the latest community investment trends of the Fortune Global 50.

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9 Success Factors in Building a Reliable Community

Tanja Laub, Community Strategist, explains how long lasting relationships with your community members are the key to success.

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How to Dramatically Improve Your Community Strategy

This 3-day training session teaches you to think more strategically about community, including design and data collection.

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2020 Community Trends Webinar Series

Hear what 5 community experts say we can expect in 2020 and how to stay ahead of the trends.

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A Guide to Online Communities for Enterprise Organizations

Learn how community addresses the unique challenges faced by enterprise orgs and enables them to scale while remaining lean.

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How to Create Strong Community Personas

developing and refining community personas is an essential, yet often difficult and elusive, exercise.

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Why Community is a Strategic Asset Against Your Competitors

In a world of saturated digital marketing channels and a lack of trust, a strong community is your most defensible asset.

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Launching an Enterprise Community from Scratch

Enterprise organizations face a different set of challenges when it comes to community building and development, and it can be difficult to know where to start.

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How Communities of Practice Can Support Your Customers

Communities of Practice work to provide customers with the opportunity to collectively build knowledge by sharing their professional knowledge.

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Choosing the Right Community Forum

This community buying guide will assist you in the purchasing of forum software by giving you helpful tips and advice.

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Google Analytics Guide for CMGR

Learn how to use Google Analytics in your community to get all the data and information you need to make informed decisions.

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Engaging Your Community with Visual Storytelling

Learn how to successfully harness the power of video through visual storytelling to increase engagement in your community.

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Google Analytics for Community Managers

Learn how to use Google Analytics in your community to get all the data and analytics you need to make informed decisions.

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Data-Driven Gaming Community Management

Hear from Richard Millington on how gaming communities can use a data-driven approach to motivate player engagement.

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How to Get Executive Support for Your Online Community

Learn from Richard Millington on how to get executive buy-in for your community by focusing on the right data and KPIs.

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Using Content Curation to Keep Your Community Engaged

Learn the tips and tricks that the top communities use to refresh and redistribute the best content in their communities.

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Driving Community Adoption Engagement

Learn how to develop an audience, increase usage, and craft an action plan to increase engagement in your community.

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Measure Your Organizational Readiness for Community

This worksheet will help you determine whether your organization is ready to commit to a community strategy.

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Online Community Vendor Evaluation Guide

This worksheet will help you assess which community vendor is right for your organization's unique needs and goals.

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Being a Mindful Community Builder

Christina Costelo, Head of Community at Mindful Schools, explains why and how community managers should practice mindfulness.

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Secrets of Managing a Pan-European Community Team

Alfredo Morresi, Sr. Community Manager at Google, addresses the unique challenges faced by Pan-European community builders.

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Community Platform Requirements Checklist (RFP)

This checklist will provide you with an invaluable guide to selecting the right community platform for your organization.

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WordPress and Vanilla

Learn how Vanilla seamlessly integrates with Wordpress so more organizations can build a community that supports their goals.

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Online Community Business Case Template

This business case template covers all the elements required to successfully obtain executive buy-in for an online community.

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Conversations with Vanilla 2019

Learn new skills and push your community to the next level with this interactive online workshop.

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