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Rosslyn-based Higher Logic followed up on a recent expansion of its 1919 N. Lynn Street offices with the acquisition of Customer Imperative, a South Carolina-based startup that focuses on building communities and establishing a dialogue between businesses and their customers.
Higher Logic’s focus is on creating online forums for companies, nonprofits and member-based organizations. The company said that the goal of the acquisition was to establish new ways to open dialogues with customers and between community members.
“Communities are a cornerstone of the customer success model,” Higher Logic said in a press release. “Higher Logic enables organizations to establish relationships with and between their customers, providing personalized experiences at scale that drive retention and growth.”
The acquisition will also bring some of the Customer Imperative leadership into Higher Logic. Customer Imperative founder Jay Nathan will join Higher Logic as Chief Customer Officer and lead the “Gain Grow Retain” community. Managing Partner Jeff Breunsbach will become Director of Customer Experience for Higher Logic and oversee day-to-day community operations for Gain Grow Retain, the press release said.
“Today more than ever, the need to clearly understand and drive customer success is a core business requirement,” said Higher Logic Chief Executive Officer Kevin Boyce. “Higher Logic was founded on the principle of personalized engagement at scale. Adding the industry expertise of Customer Imperative and the unique insights of the Gain Grow Retain community to Higher Logic allows us to rapidly advance our mission in the customer success world and further our ongoing commitment to the association space.”
“Together we will continue to bring people together for meaningful conversations and use those conversations to discover key insights and drive better outcomes,” Boyce added
Gain Grow Retain, which is included in the acquisition, is a sort of forum for customer-focused business leaders. The Gain Grow Retain website announced that the acquisition by Higher Logic means that it will be going through a relaunch.
Higher Logic cited the fact that Gain Grow Retain had gained over 3,000 members under six months a marker for success. Members engage in weekly office hour calls, participate in a podcast, and have a back-and-forth dialogue in online forums, according to Higher Logic. The project will continue as an independent program within Higher Logic with access to new tools from the larger company.
“We’re excited to re-launch Gain Grow Retain on the premier community platform, built by Higher Logic,” Jeff Breunsbach, a managing partner for Customer Imperative, said on the website. “There will be a deeper focus on customer experience and connecting all of our channels together in one place.”
Photo via Higher Logic/Facebook
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