Rachel Ward

#open-share - May 02, 2025 at 06:33 PM

plus one!

#general - May 02, 2025 at 06:33 PM

interesting!

#9-lifecycle-expansion - May 02, 2025 at 06:32 PM

Sorry it's been challenging! Im sure you'll figure something out

#9-lifecycle-expansion - May 02, 2025 at 05:50 PM

I think we are all so busy with the way jobs are being cut and people are taking on more, it's tough!

#9-lifecycle-expansion - May 02, 2025 at 05:50 PM

Makes sense, since it's expansion focused. Let me try another where I actually show up 🙃 and then think about promoting it.

As for your calls, are you still doing a sign up where it goes to people's calendars?

#9-lifecycle-expansion - May 02, 2025 at 05:01 PM

Im free again next Friday if you want to try round 2 and maybe others can make it then 🙂 (sorry again for not seeing it was noon and pinging everyone with an update, hanging on by a thread some days)

#9-lifecycle-expansion - May 02, 2025 at 04:53 PM

Hi team did everyone make it okay? I got called up to my son's school and lost track of time. Everything is okay, but had to go up there for his asthma stuff. I've missed my own meeting. Super sorry! 😭

Hope it was a productive conversation for anyone who made it.

#9-lifecycle-expansion - May 02, 2025 at 02:34 AM

Bummer but get it it’s late notice

Next one, hope you’re well!

#9-lifecycle-expansion - May 02, 2025 at 02:34 AM

See yall then! :)

#9-lifecycle-expansion - May 02, 2025 at 02:33 AM

Call tomorrow at 9a PT / 12p ET

Join link: Time: May 2, 2025 12:00 PM Eastern Time (US and Canada)
Join Zoom Meeting
https://absorblms.zoom.us/j/93882239902?pwd=JDabIkCcEcPsUqLcymwk02V8inI9FO.1

Meeting ID: 938 8223 9902
Passcode: 394690

#9-lifecycle-expansion - May 02, 2025 at 02:33 AM

Time: May 2, 2025 12:00 PM Eastern Time (US and Canada)
Join Zoom Meeting
https://absorblms.zoom.us/j/93882239902?pwd=JDabIkCcEcPsUqLcymwk02V8inI9FO.1

Meeting ID: 938 8223 9902
Passcode: 394690

#9-lifecycle-expansion - April 29, 2025 at 04:48 PM

Hello! Been traveling and lots here to catch up on. I have to shift as I've just answered a few threads, but will come back here later to participate. I also think it's been a while since we set up a chat on expansion, so I'd be down to just schedule a little call on Friday to round robin som of these challenges. Let me know if anyone has any interest 🙂

#general - April 28, 2025 at 10:21 AM

Hello! I work for Absorb and we are an LMS and use our own product. We’ve just beta launched our community product so we’re using our own. I’m sorry that’s probably not helpful.

Also thanks for the names. Our product is thinking of calling it Lives but I like meetups

#general - April 17, 2025 at 08:16 PM

id love the recording. ill be in london for work next week.

#general - April 17, 2025 at 07:52 PM

Super excited about this. My enablement team is hiring a community manager so I expect that person will be stoked to join the channel. Thanks Mary!

#10-community - April 14, 2025 at 11:28 AM

My client enablement team will be launching a community in Q3 as well.

#10-community - April 14, 2025 at 11:26 AM

<@U08F1BYQ8AY> great thread to follow

#8-references - April 14, 2025 at 11:23 AM

@Sarah Koval 👀

#general - April 09, 2025 at 01:56 PM

Thanks everyone and @Mary Green (Owner CMAweekly)

#10-community - April 07, 2025 at 03:56 PM

@Rachel Ward has joined the channel

#general - April 03, 2025 at 09:58 PM

i cant find it so assuming not, but wanted to make sure im not missing something

#general - April 03, 2025 at 09:58 PM

do we have a channel dedicated to. community?

#general - April 02, 2025 at 10:08 PM

Couldn’t agree more, really doing a great job with the LI content Ciana!

#general - March 28, 2025 at 09:14 PM

Bc to your point most of us (including myself and my teams) use Zoom. The tool will integrate with Zoom, but trying to decide how it's differentiated than a webinar. I see it as a "friday meetup" or "community member" spotlight. Etc.

Of course over time our customers will tell us how they're using it.

#general - March 28, 2025 at 09:13 PM

Thank you, Mary and Sofia!

We are building a community product for our customers within our LMS and have this feature, but are still determining the best way to market it. So understanding how other community managers are using or referring to this feature is helpful.

#general - March 27, 2025 at 03:34 PM

Hi! Those of you using community platforms, if they have a webinar type functionality (example something to host your friday meetups), what are you calling that feature/functionality to differentiate it from webinars?

#9-lifecycle-expansion - March 25, 2025 at 01:28 PM

Hello Krutika, what are your goals or what is the story you're hoping to sell to ELT?

#general - March 25, 2025 at 11:41 AM

@Sarah Koval some good conversation here as we think about expanding our referral program

#general - March 10, 2025 at 11:50 AM

I think @Alyse Chiariello will be there!

#general - March 10, 2025 at 11:47 AM

<@U0824HWNEF3> 👀

#9-lifecycle-expansion - March 04, 2025 at 10:45 PM

Thanks 😄

#general - March 04, 2025 at 08:56 PM

Awesome, I will let them know. No topic this week? Just whatever everyone wants to bring to the table?

#general - March 04, 2025 at 08:54 PM

Awesome, I will let them know. No topic this week? Just whatever everyone wants to bring to the table?

#general - March 04, 2025 at 08:53 PM

@Mary Green (Owner CMAweekly) are you still doing Friday meet-ups? Working to get my team more plugged into the community and they asked 🙂

#9-lifecycle-expansion - March 04, 2025 at 08:52 PM

@shetal27 how are you using gifting? Is it to schedule meetings? Or is it part of a lunch and learn type event?

<@U0824HWNEF3> and I just got Sendoso and have been looking at ways to use it (though only our SAM (ent BDR for our account management team) have user seats so either we use a magic link for a lunch and learn or we use BDRs for scheduling meetings with Sendoso.

#9-lifecycle-expansion - March 04, 2025 at 08:36 PM

Thanks @shetal27, I know it's been a while! Finally coming up for air and trying to get myself back into the community a bit more. Appreciate you sharing this. I've tagged my team member, Liza. We are brainstorming for Q2 and onward later this week. I think a call would be great, let me see what works best for her as well!

#9-lifecycle-expansion - March 04, 2025 at 08:35 PM

<@U0824HWNEF3> thought this would interest you as we think about our next few quarters of marketing.

#general - March 04, 2025 at 08:32 PM

I have nothing to add as I haven't done this, but what a great idea!

#9-lifecycle-expansion - March 04, 2025 at 05:54 PM

Shetal!

I have been noodling on some 30 min live demos of our add on products. Would love to know ab it more about how you're running those and where you're seeing success, esp with us sharing an ICP 🙂

#9-lifecycle-expansion - March 04, 2025 at 05:42 PM

We also do a quarterly product update webinar, highest engaged and attended and it always produces about 80-100 handraisers. It;s a retention/upsell lever. It showcases new products, our product team is there to engage customers, and we always get the non-salesy opportunity to show off our new shiny products that are often also upsells. So upsells are not the primary objective for this initiative but it does a great job of creating leads.

#9-lifecycle-expansion - March 04, 2025 at 05:41 PM

Note: I won't do a webinar without a poll to capture handraisers (an option for customers to ask for more information from their AM). This drives anywhere from 20 to 50 leads on average, depending on the topic.

#9-lifecycle-expansion - March 04, 2025 at 05:40 PM

Thanks for sharing Irwin!

Clay, I think lately we've been so heads down we haven't been super creative. We did do a "summer school" series as we are an L&D company with several topics relevant to upsell products, but that were also educational for any customer that did really well. It was a fun engaging theme and the topics were well liked as we spent the majority of the sessions reviewing examples of ways to design programs/build out content tracks/market your campaigns. The tangible templates and examples were highly liked and generated a lot of interest in our add on products.

#9-lifecycle-expansion - March 03, 2025 at 05:09 PM

🥳

#general - February 25, 2025 at 08:40 PM

Agreed, congrats Angela! We're all cheering you on, you unstoppable force of innovation and brilliance!

#announcements - February 25, 2025 at 08:38 PM

When/if those channels happen

#announcements - February 25, 2025 at 08:38 PM

I'd be down to try and help with events/awards or lifecycle/expansion

#general - February 25, 2025 at 06:57 PM

I just sent you this!! So cray

#discussions - February 25, 2025 at 03:50 PM

@Katlin Hess what is Catalyst? Who owns this tool? Sounds cool!

#discussions - February 25, 2025 at 03:49 PM

@Ciana Abdollahian are you using any sort of scoring method (either a person score using Marketo that measures a clients engagement? or scoring for upsell, for example, if they visit several pages of your website on a specific add-on, they would get scored 15 points for a blog and maybe 25 for a key page? Or do you use 6sense/Demandbase to monitor intent you could incorporate?)

Similar to what you mentioned, for emails we measure engagement by CTR. We measure engagement with a webinar by attendance. If we have customers taking courses in our academy, we measure engagement by course completions. Do you include community within your lifecycle programs? if so, you can measure your engagement using your active community members.

We also score customers, so we have just started measuring engagement through scoring (if a customer scores to 100 for an add-on product, they get passed on as a lead to our Acct Management team). Though, not all content is upsell focused, so we also measure engagement using the Marketo "person score" to monitor an engaged customer. This measures if a customer is visiting your website regularly viewing specific educational content or registering for webinars regularly, etc. This might be worth looking into, perhaps setting a person score threshold to monitor an "engaged customer." You can also test different threshold scores through cohort analysis. Im not sure the best criteria for determining "100 = an engaged customer" vs. "83 = an engaged customer" for your use case, but happy to discuss further.

Since we are an LMS and use our own product, something I have been working on with my MOPs team is measuring the impact of our educational courses. For example, we know that someone who has taken at least one course in our academy is 25% more likely to retain than someone who has taken 0 courses. However, I'm seeking to know what's the course number taken that makes a customer jump from 25% to >50%. Is it 2 or 3? Is it 5? Then I know for onboarding/adoption initiatives to know what our goals are for course completions to passively impact retention as well as usage/upsell.

Engagement within our academy is another engagement measure. As we use it for our lifecycle programs.

This is a lot of information, so let me know if you have any q's or want to chat more.

#discussions - February 25, 2025 at 12:39 AM

Let me get back to this in the AM!