Shelly Ryder

#10-community - May 09, 2025 at 03:28 PM

#10-community - May 09, 2025 at 03:28 PM

<@U08R6SQJA4X> Once we get approval for a community platform purchase (hoping for Gainsight), I plan to set up cross-functional steering committee to start the process of internal alignment. Here's a look at our phase 1 plan including overall goals, tactics and proposed success measures, which may be modified based on steering committee input:

#10-community - May 09, 2025 at 12:31 PM

This is great <@U08R6SQJA4X>! Thanks so much. Was it difficult to identify the metrics that can be measured such as Ideas Delivered, NPS Score impact, Cost Avoidance and Pipeline Influenced? CRM integration could help with Pipeline Influence -- but it seems like a manual intervention to follow a discussion thread to see if the conversation resulted in a new logo or upsell opp. I'd guess that Cost Avoidance would be a count of customer answered questions in the community = support tickets avoided (pretty easy). Ideas Delivered -- we use Product Board to collect and prioritize customer ideas for product development, so it won't be managed within the Community. How are you tracking product ideas delivered from Community sourced ideas?

#general - May 02, 2025 at 08:25 PM

Thanks Amy. We have enabled the CS org with a slide to include in their cadence calls, that contains both a G2 and Gartner Peer Insights review link & QR code. I don't know if it's being used -- they are extremely busy with what seems like ever increasing asks for their customers from across the org.

#general - May 02, 2025 at 06:38 PM

Thanks! And you're right about the in app promotion @Katlin Hess It's on my list to leverage the Pendo integration with G2 so we can make asks in app. But it's low on the priority list for product to implement. 😞

#general - May 02, 2025 at 06:35 PM

What a timely post for us! Thanks @shetal27 and <@U08GYKJ6X9D> @Mason Sokana check this out too. We're looking at Impact Advocate (which used to be SaaSquatch) for our new referral program. The places that Jessica promoted referrals is the same places we are currently, or plan to start, asking for G2 reviews. Looks like we'll have to mix it up. I like the seasonal campaign approach.

#general - May 02, 2025 at 06:25 PM

Thanks @Lauren Turner -- all good points. We're seeing a downward trend in the # of reviews we're receiving, as well as in the # of NPS responses (which is one of our automations to ask for a G2 review). I think people have long ago grown tired of being asked to take part in surveys and reviews, so you have to work a little harder. Our T&Cs don't allow us to provide a list of happy customers to any third parties, so it has to be incorporated into other channels.

#general - May 02, 2025 at 06:09 PM

Hi all. We're thinking about adding an invitation to review us on G2 to our software's sign in page. Is anyone else doing this, and have a screenshot example?

#cabs - April 22, 2025 at 01:52 PM

What info they provide to CAB alumni such as meeting summaries, to keep them engaged and informed. And maybe any Thank You gift.

#cabs - April 22, 2025 at 12:30 AM

This was more about what you all do for "graduated" alumni in your CABs.

#cabs - April 21, 2025 at 05:01 PM

@Amanda Peacock <@U08K53MUNGJ> @Rebecca Grossman any ideas on this one? ^^

#cabs - April 18, 2025 at 08:23 PM

Happy Friday all! For those running CABs, what do you do for CAB alumni when their time on the CAB is done? We want to keep them engaged as a customer, so are planning to still share the quarterly meeting slide decks and summaries (no customer names included). Maybe a send off gift of some kind.

#10-community - April 15, 2025 at 01:03 PM

<@U07V02XU2CB> I'm just not sure what is meant by "customer $ retention". Can you write that out in more detail?

#10-community - April 15, 2025 at 01:02 PM

@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. 📈

#10-community - April 15, 2025 at 01:00 PM

<@U07V02XU2CB> can you please give a little more detail on "customer $ retention"?

#10-community - April 15, 2025 at 11:32 AM

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**

#cabs - April 10, 2025 at 02:16 PM

We do use a Charter for our other CAB & TAB @Jeanne Talbot It seems to me that CABs are formed because the company has a need for knowledge of some kind from a select group of its customer base. So we really need to start with what are our own gaps in market knowledge, then identify the high level topics/themes and ideal customer personas to fill that gap. The customers benefit by having influence on our future.

#10-community - April 09, 2025 at 11:08 PM

Thanks Joel!

#10-community - April 09, 2025 at 06:21 PM

This is just a draft so far.

#10-community - April 09, 2025 at 06:21 PM

#10-community - April 09, 2025 at 06:21 PM

The Steering Committee would work on developing our success measures. Launch plan, 2 screens:

#10-community - April 09, 2025 at 05:55 PM

#10-community - April 09, 2025 at 05:53 PM

Phased rollout, starting with customers only for the first year

#10-community - April 09, 2025 at 05:53 PM

#10-community - April 09, 2025 at 05:53 PM

Goals:

#10-community - April 09, 2025 at 05:52 PM

I'm hoping we go for Gainsight, as we are currently implementing Gainsight CS and they work well together.

#10-community - April 09, 2025 at 05:28 PM

Hi Mary! I'm working on a deck now with 4 topics: Community Goals, Platforms, Next Steps, Launch. Have you started up a new community before?

#10-community - April 09, 2025 at 02:29 PM

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!

#10-community - April 09, 2025 at 02:27 PM

Woohoo -- party on!

#10-community - April 09, 2025 at 02:27 PM

@Shelly Ryder has joined the channel

#cabs - April 08, 2025 at 08:11 PM

Hi everyone! We're looking at starting up a CAB for another one of our targeted verticals. Thinking about a framework to help us define what we need out of the CAB, which will then inform topics and ideal candidates to invite. I've put together this strategy framework to cover off with our industry lead. Open to any feedback or tips for how you narrowed down what your org really wants from a new CAB.

#cabs - April 08, 2025 at 08:03 PM

@Emily Gover We do a couple of things: when there is a new member joining the CAB, we start off with a Member Spotlight and give them 10 minutes to talk about their company, their role, and how they use our software. Slides are optional. There's always some good conversation afterward. For our next meeting where we don't have any new members to spotlight, we're inviting 5 members to share a use case or solution they're doing -- with or without our software, although I bet it will mostly be with. We have pretty regular feedback from CAB members that they want more time in our meetings for open discussion about how other members use our solution. Anything we can do to facilitate that will be welcome! In the past, we've also sent pre-event surveys to ask what topics are of interest to discuss with their peers, providing a list of potential topics as a starter, and leaving an Other field for them to fill in the blank.

#general - April 04, 2025 at 07:32 PM

I'd raise my hand for Community channel co-own as a newb.

#general - April 04, 2025 at 06:57 PM

Hi all and Happy Friday! Anyone involved in a customer community that is focused on increasing customer engagement/adoption of your software? That will be the main goal of our new community and I've love to hear your ideas. So far, I'm thinking:
• Integration with our CS tool and SFDC to bring in account usage/plan/health data
• Custom UX based on the member's industry, CAB member status, job level, etc.
• Integration with our LMS to promote and recognize/reward completion of our education courses
What else should we be thinking about?

#general - April 04, 2025 at 06:52 PM

@Mary Green (Owner CMAweekly) would posts by learners/newbies to starting a community count, or would you be looking for an experienced community manager to own a community channel?

#cabs - April 02, 2025 at 05:56 PM

@Mary Green (Owner CMAweekly) me, me me!

#general - March 18, 2025 at 04:09 PM

Yes, Brandon Jakobson from Zealot. But I didn't post it in no-vendors, as AI don't see that channel.

#general - March 18, 2025 at 03:21 PM

Where's No Vendors? Hopefully there's a lot of activity in that one. Yes, one vendor has PMd me so far.

#general - March 17, 2025 at 07:34 PM

Anyone using either Grow Surf or Impact Advocate (formerly SaaSquatch) for a customer referral platform? Would love to hear your experience. And can you share your reward system/payouts for a multi-stage referral such as 1) xx for referring a friend, 2) xx when the friend completes a demo/discovery call with your sales team, 3) xx when the prospect signs on for a contract of at least xxx in ARR. PM me if it's too much to share in this open forum. Thanks in advance! 🙂

#announcements - February 26, 2025 at 05:22 PM

Okay thanks. Wish I could unregister. 😄

#announcements - February 26, 2025 at 05:17 PM

@Mary Green (Owner CMAweekly) I think I misunderstood this. Champion is not a "community" platform (with discussion forums), correct? Looks to be an advocacy platform, like Influitive.

#general - February 18, 2025 at 09:46 PM

Thanks @Dan Kalmar We do use that currently.

#general - February 17, 2025 at 04:36 PM

Hi all! Curious to know if anyone has adopted a customer video strategy with a good, better, best approach with accompanying tools and vendors. For example:
• Good: non strategic, small customer but still a good story to capture. Approach: remote video capture for the interview with something better quality than Zoom. Use stock video footage or existing corporate videos from customer for b-roll. Any suggestions for remote video capture tools or low cost agencies?
• Better: strategic customer and great story. Approach: on site filming with our internal video and creative team, and local videographer. Budget $10k-$15k
• Best: big brand, good or great story. Approach: video production agency, full day shoot. Budget $25-$30k. Any suggestions for agencies?

#discussions - February 07, 2025 at 02:33 PM

Just sent!

#general - February 06, 2025 at 06:58 PM

@Shannon Howard or anyone else doing a referral program -- can the intake be as simple as a public facing landing/submission page that feeds the prospect & referring customer into a SFDC campaign? We would then track the opportunity through its various stages and award customer when a demo is given, and again when it goes to closed won. Is a referral platform needed?

#general - February 06, 2025 at 06:51 PM

@Mason Sokana and @Kaveri Mekerira ^^

#general - February 06, 2025 at 06:51 PM

Great stuff! We have a multi-stage referral program now for our Influitive advocates, but want to expand to all customers. Also considering a range of payouts based on value of the closed won deal. Interesting to learn from @Jeff Campbell that customers might be limited to receiving $600 in annual gift value to avoid having to claim on taxes.

#discussions - February 06, 2025 at 02:31 PM

@Jaz Cuevas can you please provide your email address?

#discussions - January 31, 2025 at 11:32 PM

Hi all. There is some sensitive information in the recording when @Evan Huck did a screen share. We agreed that it would only be shared with the people who attended the meeting, or were on the calendar invite for the meeting. @Evan Huck let me know if you want me to send to Jaz.

#announcements - January 24, 2025 at 11:31 PM

Sorry Mary! Sounds like a perfect topic for me, but we're getting ready for our SKO next week. The cool part is, we're doing a session on the Customer Journey -- including Advocacy. 🎉