In Before The Lock is a podcast from Erica Kuhl and Brian Oblinger about community, customer experience, and leadership at scale. Listen and subscribe on Apple Podcasts, Spotify, Overcast, Pocket Casts, and everywhere that podcasts are found.
🔓 97: People, time, money, and outcomes
How to operationalize your plans and collaborate for success from pre-launch to maturity.
🧵 53: What’s in it for me?
“What is the best way to get stakeholders excited about getting involved and engaging in your company community?” — Tessa Kriesel
Brought to you by Commsor.
🔓 45: Money on the table
How Sales and Community can partner together to build trust, educate customers, and drive revenue. Yeah, you read that right. Stick with us. You’ll learn a lot.
Community Industry News
Nicole Saunders as promoted to Director of Communities at Zendesk
Julie Hamel joined Neo4j as Senior Director, Developer Community
Jennie Berry joined Sociability as Community Engagement Manager
Hadas Drutman joined Seed Health as VP, Member Experience and Community
Morgan Brady joined Mansueto Ventures as Director of Community
Andrew Thomas joined Portainer.io as Senior Community Manager
Michael Kimathi joined Elarian as Developer Relations Community Manager
Partnering with Sales:
Sponsored by:
Super Forum 2021 is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences.
C School will help get hands-on education, mentorship, independent practice, and land a full-time job in community. Don’t take our word for it. Hear from Osama.
🔓 34: The “S” stands for “Success”
How Customer Success and Community can partner to ignite education, adoption, satisfaction, upsells, renewals, retention, and advocacy.
Brian Rights A Wrong:
Community Industry News:
Customer Success
Sponsored by:
Higher Logic Acquires Vanilla: Better Together - Combining two, industry-leading platforms to bring human-focused engagement to more people than ever before.
C School delivers hands-on education, mentorship, and independent practice so that you can land a full-time job in community. They are now accepting rolling applications for Existing CMs and Job Seekers.
🔓 32: They love it when you say “Agile”
Working with Product and Engineering to gather customer feedback, increase feature adoption, and build better products with communities.
Community Industry News:
Working with Product and Engineering:
Sponsored by:
Higher Logic’s new options for customer communities will help B2B companies improve customer experience and success, tailor marketing efforts, build brand advocates, and scale support efforts.
The 2021 Community Club Summit is the virtual event for builders and leaders in community-led companies. Join for free on May 11-13 for three days of content, thousands of attendees, and over 25 speaker sessions.
🔓 30: A nice, big, warm hug between Marketing and Community
How Community and Marketing teams can partner together to attract new prospects, convert them into paying customers, and educate them about new product offerings to drive shared value.
Community Industry News:
Tesla shutting down their forum in favor of “social hub”
Paola Johnson promoted to Head of Community & Customer Advocacy at Thoughtspot
Kerri Williams joins Workday as Manager, Community Experience
Job: Community Engagement Manager at Workday
Rachel Makool promoted to Director, Community Experience at GoDaddy
Leah Knowles promoted to Sr. Manager of Community Management & Programs at Alteryx
Trey Waddell promoted to Sr. Manager of Community Development & Operations at Alteryx
Job: Program Manager, Community Recognition Programs at Alteryx
Partnering with Marketing
Aftershow:
Sponsored by:
Hivebrite is an all-in-one community management platform that empowers organizations of all sizes and sectors to launch, manage, and grow fully branded private communities.
Commsor integrates with all the tools you already use, tying your community data together and enabling you to unlock insights, measure impact, and build a community-led company.
🔓 28: Keeping you out of prison
Partnering with Legal for all of your community needs, staying out of prison, and an egregious misuse of the Salesforce blue cloud logo.
Community Industry News:
Working With Legal
Sponsored by:
🔓 25: A Costco-sized warehouse full of Support Engineers
Working collaboratively with Customer Support to build a self-service community, ramping efficiency, and creating business value.
Working with Customer Support:
Sponsored by:
Vanilla’s cloud-based customer community software. Drive loyalty, grow sales, and reduce service costs
🔓 14: Close to the money
Erica and Brian answer the question “where should community live in an organization?” and detail the pros and cons of each department.
Where should the community live?:
Aftershow:
Sponsored by:
Localist’s community event platform gives you the tools to connect, grow and engage your community.
Khoros Engage is back on October 14th, 2020 with virtual sessions for professionals looking to learn from brands leading the way in digital customer engagement.