#10-community

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Hi all! We're going to be starting up a new community in Q3. The primary goal of the community is customer success (product adoption/expansion). It'll be accessible to customers only for the first phase -- likely one year -- before we open it up for public view-only access. Thinking about these success metrics for the community. Some () may be hard to tie Community activity to moving the needle on the metric. Anyone have some experience and can share some tips? For our CS platform, we are in the middle of transitioning from Totango to Gainsight CS.
• Customer-answered questions (support deflection)
• Increased University course completions
• Increased feature adoption rate
• Increased average contract value and/or customer lifetime value**
• Increased NPS and CSAT score**
• Reduced onboarding and adoption times**

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I'm starting a new community (for a new position, next Monday). What is everyone else working on?

Looking forward to learning & sharing with other customer community managers and supporters here. We're getting reach to launch a new community in Q3. Currently mapping out our strategy and launch plan. Happy to share that work in progress, and would love to learn from others' experiences!

Woohoo -- party on!

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