🔓 8: Just say No to Page Views

All about community measurement - Part 1: Building a framework to measure performance, defining KPIs and health metrics, and partnering internally to accelerate your efforts.

• Framework for measurement:

  • What are the business problems (Goals) you’re trying to solve?

    • “We need to reduce our support costs”

  • What is the approach (Strategy) you will take to meet those goals?

    • “We will build a self-service support community”

  • How will you measure (KPIs) the performance of your strategy?

    • “Dollar value of community-served support queries”

  • What data (Metrics) will you need to calculate your KPIs?

    • “# Visits, Survey Results, Cost Per Case, Community Cost”

• KPIs, health metrics, and program-specific measurement:

  • Resource: Community Metrics Template

  • Erica’s blog: It’s All About That Data

  • Mark Finnern’s blog: Best in Class Enterprise Community: Salesforce Trailblazers

  • Holly Firestone (Theme Song)

  • Jessica Chen

  • Lindsey Zibell

• Sponsored by:

  • Vanilla cloud-based customer community software. Drive loyalty, grow sales, and reduce service costs