#10-community
Thread
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**
If your product is “showable” then I’d set a goal for a templates or inspiration posts in a section, too.
<@U07V02XU2CB> can you please give a little more detail on "customer $ retention"?
@Joel Primack good idea! I don't think we're a showable solution though. My former employer was a data analytics company and they had a spot in their community to show off their dashboards. 📈
<@U07V02XU2CB> I'm just not sure what is meant by "customer $ retention". Can you write that out in more detail?
FWIW, I’d go on a listening tour with members/potential members first to learn if they can actively participate in a digital-first community program.
I’m calling this out, because I noticed yall work with a lot of highly regulated industries where participation might not be possible in the traditional sense.
Spotted this blog on Discourse recently in case it helps: