This page is our entry into the Groundswell Awards. Make sure to check out the video and presentation as well. Like what you see? Become a fan of HubSpot on Facebook!
Video of "Getting Love from Customer Forums"
Short description of this entry:
Success.HubSpot.com is a place where customers can learn more about the HubSpot inbound marketing methodology and connect with others to earn more about inbound marketing and also get support and training on HubSpot software. As part of this customer website, we created a set of customer discussion forums to enable them to share ideas with other HubSpot customers and also get questions answered by HubSpot experts at the same time.
How does this entry accomplish business goals?
The customer forums on Success.HubSpot.com provide a number of benefits to customers:
- Customers can easily get input and advice from more than one HubSpot employee on a particular question
- Customers can see questions from each other and answers to other customer questions
- Customers can get support and advice directly from any of the other HubSpot customers, allowing them to share best practices
Since the launch, the forums have accomplished the following business goals:
- Participation is growing at 30% per month
- There are over 3,000 posts (we're a startup and don't have thousands of customers yet)
- Each topic gets an average of 3.5 replies, showing the high level of activity in the forums
- Most importantly, our customer churn rate decreased by 25% since we launched the forums, improving a key busienss metric.
Presentation Slides on "Getting Love from Customer Forums"
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