🔓 93: Do more with less

Why community is one of the best investments a company can make during an economic downturn.

• Community Industry News:

  • Rachel Basoco joined Fidelity Investments as Digital Communities Advancement and Growth Director 

  • Jeffrey Roe joined DecisionLink as Senior Community Manager

  • Manouska Jeantus joined Miro as Community Lead 

  • Blake Ethridge joined Plex Systems as Community Manager

  • Devan La Spisa was promoted to Manager, Community Engagement at Zendesk

  • Lisa Wilberding joined Grafana Labs as Customer & Community Manager

  • Christina Garnett was promoted to Principal Marketing Manager, Offline Community and Advocacy at HubSpot

  • Daniele Bozzi was promoted to Community Manager at Personio

  • Arielle Nissenblatt joined SquadCast.fm as Head of Community & Content 

  • Mike Silberg joined NFX as Community Value Creator

  • Olga Koenig joined mogenius as Community and Developer Relations Manager 

  • Monique van den Berg was promoted to Head of Online Communities at Atlassian

  • James Dakota Monk joined Digits to lead community

  • Joe Farrar was promoted to Community Manager at Matillion

• Community During a Downturn

  • Doing More With Less: Community Is Good Business

  • Brian on stage with Jon Wishart at CMX Summit 2022

🧵 92: Early indicators

“What do you do if you don’t have access to relevant data to be able to measure the impact your community efforts are having on the business?” — Alex Angel

🔓 9: Everyone wants a cool dashboard

All about community measurement - Part 2: Targeting specific stakeholders, designing effective reports, and telling compelling stories.

• Designing Reports:

  • 1-page PDF report

  • Erica’s weekly Chatter report

  • Remove The Legend To Become One

  • Resource: Community Metrics Template

  • Resource: Quarterly Update Template

  • Tableau Viz of the Day

• Telling Compelling Stories:

  • The Seven Basic Plots

  • Erica’s Blog: Story Time

• Sponsored by:

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

  • The Localist event platform aggregates, automates and analyzes all of your events, so you can grow your community

🔓 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