#10-community

Hi CMAers 👋
I think I’m hitting product interview fatigue in my community and would love your advice.
Historically, any feedback session we posted filled up fast. That’s no longer the case. My hunch: we’re running too many overlapping asks. Right now, there are ~3 different sessions from CS and 3 separate design-led sessions… and I’m the one sourcing customers for all of them.
A few specifics:
We do offer incentives for the sessions.
• Customers don’t get much of a follow-up, beyond seeing things in product release notes. I’d love to fix that but haven’t cracked a scalable way yet.
Questions for you all:
• How are you putting guardrails around how many interviews/feedback sessions go to your community at once?
• Do you have an intake or prioritization process with Product/CS so it’s not just “whoever asks loudest”?
• What’s working for you to close the loop with customers so they feel their input mattered and don’t burn out on requests?
Any playbooks, examples, or “we tried this and it flopped” stories are super welcome. 🙏

Hi everyone! Two questions for the group: 1) Curious what your go-to or “proven” tactics are for sparking engagement in some slow phases? I am still new to community management and feel that my efforts to spark engagement are not working. Peer-to-peer engagement is incredibly low for us right now and I’m struggling to come up with solutions. 2) How are we approaching people using AI in very obvious (and mostly inaccurate and definitely inauthentic) ways to create responses to members questions?

Hi everyone. I’m curious to know if anyone has created a customized experience for customers in a specific industry (vertical-focused). If so, could you share examples of industry-specific topics we could create in the community, along with any best practices or tips around personalization and customer engagement especially what worked well and what didn’t? Thank you.

Does anyone use the Salesforce Community product (I think part of Service Cloud now) to host their user community?

💡A "survival guide" for Community Managers https://www.linkedin.com/posts/higher-logic_van-community-survival-guidepdf-activity-[…]m=member_desktop&rcm=ACoAAABdKtcBs6hXkJ9iARxBUYHlDfHaJ8sWi20

I do Slack workspaces. Would you want to discuss this on a Friday call? How about next Friday 2pm est?

👋 All! I am looking to rebuild our customer community. To date we do CABs, user groups and a dying Slack channel. Am looking for some fresh ideas on what others are doing to build community within their customer base.

Loving the TCC 3 year anniversary campaign powered by Tightknit all over my LinkedIn feed: https://www.linkedin.com/posts/nikki2987_i-want-to-share-a-dedicated-post-of-gratitude-activity-7396547216808554496-wkMM

Hi Everyone! Does your community have core values? What exercise did you go through to come up with your core values? I LOVE getting inspo from Slack's Customer Community. If you're not a member yet, you can join here: https://bit.ly/slackcommunityworkspace One thing Slack is big on in their community is centering everything around their core values, which are thrive, inspire, give, and connect. I'd love to go through this exercise at my company and curious if others have done this and what steps you took.

hey friends! my team is taking on management of our community and our champions program which contains both open-source users and enterprise customers. while there is quite a bit of crossover between the activities they participate in and the way we engage with them, they are totally different personas and audiences. would love to chat with anyone who is or has been in a situation like this to brainstorm solutions!

Oh goodness I thought that was where I was 😂

I’d ask in reviews <@U08U4PV81KP>

Enjoying my PTO and equally board and have been MIA for a minute in CMAweekly so…

Is there anything I can do to help people (within reason) while I’ve got my free time today/tomorrow?

DM or drop a comment and tag me.

Happy to help however I can

Working on our holiday community campaign, curious to see what everyone else is planning to do or have done in the past that was a success?

Just found this page, there's a nice graphic that might be helpful <@U09HWGJD8TW> https://www.feverbee.com/communitystrategyguide/

yea it's definitely picking up in the last 6-9 months - more job postings, defined budgets

@Irwin Hipsman has recently published blogs on this topic!

It seems to ebb and flow, I haven't seen it blow up since 2022 when it was one of the highest searched phrases on linkedin.

Hi all - happy Friday! We're working on launching our new Community and are thinking about a Knowledgebase. We already have a very comprehensive Helpdesk (Zendesk) resource that will be accessible in the Community via federated Search. Also a University with lots of courses that will be accessible the same way. If your Community has a Knowledebase, what content do you have in there vs. what you might have in a Support knowledgebase or University/Academy? I'm thinking of things like:
• Us vs. Competitors (great for SEM)
• Checklists, How To's and other content produced by Product Marketing (some of which is on our website)
• Helpful resources by our CS org having to do with adoption or deeper engagement with our software

May be helpful. From @Joel Primack

This Community Launch Guide from Brian Oblinger is really helpful (and robust): https://docs.google.com/document/d/1qEsTpoLZZoygWK66db3o1y9NUcSmgx3_WQUG8fPfHu0/edit?usp=drivesdk

Tips:
• “Right size” it for your program type and company stage — don’t overcomplicate it if it’s not necessary.
• Go on an internal and external listening tour for your community program to gain insights to inform the build and programs run in it to add value to members.
• Have a very clear goal for it initially for what you want it to impact first then expand them over time.
• Add internal and external processes in place earlier than you would expect to help you later as it grows.

Hi all and happy Friday! We just signed on with Gainsight and are getting ready to launch our new Community in late October. Wondering if any fellow Community Managers have a swag program for customers who sign on to help out in your Communities (making & responding to posts especially). I'm thinking of not just an earned badge in the Community, but maybe a swag pack for the highest contributors. Any ideas for items and what level of participation garners a gift?

GM! Is anyone seeing any amazing business impact to company OKRs from their community? And if so, what are your metrics and how are you tracking them?

hiiii - i'm curious for those who use slack for their customer community, what tools and software do you use for reporting and what do you like about it?

Hello Community Folks! Happy Wednesday - Still new to the community space and in the midst of preparing for our community soft launch in the coming weeks. (Its starting to finally feel real!) I know content calendars for communities are very organization dependent, but does anyone have any resources or suggestions on where to begin when building your content strategy. Thanks in advance!

If anyone needs to run a community audit, I found this template that's great on notion made by @Max Pete: https://www.notion.com/templates/community-audit?srsltid=AfmBOor1mVhNK7rmKid-uERoUW-cN03Fp3RSHCd-Fbb2auBxqbvtwvlN