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Community Success

How to successfully meet your community and business outcomes

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Alistair FIeldHead of Community

published in Community Success

inSided Community Success Cohort Program 🚀

inSided Community Success Cohort Program We are pleased to announce the inSided Community Success Program. The mission of the program is to bring together like minded inSided customers and create a cohort to share experience, challenges and successes, to help each other achieve positive business outcomes. Below you will find a few details about the program. ScheduleMonthly inSided driven sessions to advance you on your Community Journey. Session 1 - Community Use Cases and Goal Setting In this first session, the inSided team will introduce the most common community use cases and share the factors that are most important to take into account as you plan your community program. We will then have an introduction for all cohort members to share where they have come from and where they want to go with their programs. You will get inspiration from other members, and also be able to ask questions, assist and advise each other. Session 2 - Analytics, Reporting and Community He

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1 hour ago

Alistair FIeldHead of Community

posted in Community Success

Community Roundtable's annual State of Community Management

Now in its 14th year, The Community Roundtable's annual State of Community Management report provides strategic ideas and tactical benchmarks for global community management professionals.The State of Community Management research explores the state of the community management industry through the lens of the eight competencies in the Community Maturity Model™, each critical to the success of an online community. They include strategy, leadership, culture, community management, content and programs, tools, policies and governance, and metrics and measurement.Each section includes data, ideas, and expert practitioner perspectives to give you new insight into the community management industry. By contributing to the industry’s longest-running and most comprehensive research project, you ensure that every community voice is heard. You can learn more about the State of Community Management research and download the 2022 report; here.For your time and effort, you'll receive:Rewards - A $10

11 days ago

Miguel V.Getting inSpired

posted in Community Success

The Fórum NOS community reaches 100,000 registered users

The Fórum NOS by Insided reaches the mythical mark of 100,000 members! 🎯 💯We have been making history for 6 years... today that history is written by more than 100,000 users.Today we celebrate with you the milestone that we achieved together. A milestone that makes us especially proud!There are 100,000 reasons to be closerThere are 100,000 causes to leave the best experienceThere are 100,000 reasons to do better The community Fórum NOSThe Fórum NOS is available to any user who can consult information, participate by exposing opinions and knowledge, share doubts or general questions about NOS products and services and help the community.We also provide a harmonious place for conversation that facilitates interaction and help between the community on the most varied topics of the NOS and telecommunications universe.Get to know our community better. We thank the entire InSided team for their support and dedication. 😊We count on you to grow even more. Together we will grow the Communit

1 day ago

cstrangeReady to inSpire others

posted in Community Success

Easy Article Engagement Tracking

Hey there, Looking for some guidance with tracking the impact of content in Community. For example, right now if you create an article you can see how many views it has had and how many comments individually, but I am not seeing an easy way to keep track of this info and/or export it to have it available to compare or A/B test. I’ve been manually tracking in a spreadsheet, but curious if others have ideas, or if this is a feature request.Thanks!Chloe

7 days ago

Alistair FIeldHead of Community

posted in Community Success

Who should own community???? 💭

A very common question when deciding on embracing community is;Who should own it?This question came to @anirbandutta and I during our recent session at Gainsight Pulse Europe (Shameless plug alert: Audio and Slides can be found here)Over the years I have seen all permutations and locations. I can say for us here at Gainsight, the Community Team rolls up into our Chief Customer Officer via the Customer Success Team.For sure, no matter where your community falls. You need to make sure you prove value to the executive sponsor and person who pays the bills 💰. Only then can you grown and make even more impact company wide. Running a community is a cross team effort, but we wanted to open up the subject to get your thoughts and input. So, in which team do you currently report into? Marketing Customer Success Product Support Otheror which team do you think you should report into?

18 days ago

emily.arentGetting inSpired

asked in: Community Success

Self-service score benchmark for B2B Saas communities

Hi there community builders!As we approach the end of 2022 and the 7 month anniversary of our community launch, I’m diving deep on our self-service metrics in collaboration with our Customer Support leadership. I understand that what success looks like is going to differ significantly from community to community. But I’m hoping to zero in on some sort of benchmark we can aim towards for our self-service score in 2023. Is anyone else who’s running a B2B Saas community willing to share theirs as well as how long you’ve been live and any projects / programs you feel have been instrumental to making progress on this metric? For reference - we started at 0.1 back in July and were at 0.16 in November.

1 month ago

Etienne NicholsReady to take it to the next level

posted in Community Success

Community Manual for First-Time Community Managers

Hey guys!Some of you saw my presentation to first-time community managers… During that talk, I mentioned that I was 3 months in to community management, and I was constantly regenerating information about the community, or searching for links to graphics, and so on… As a mechanical engineer coming from MedTech, medical device companies are required to have something called a Quality Manual (it shows FDA the commitment to quality, and typically ties all the SOP - Standard Operating Procedures - together within that company).I figured, why not make one for my community? So I created what I call a “Community Manual.” Hopefully this is helpful - it doesn’t have anything company specific, it’s meant to be a template. If you use it and it’s helpful - great! If it makes life hard, ditch it!Either way, I’d love to hear what you think! What tools have you used to make life easier for you as a Community Manager??Link to Community Manual

1 month ago

Casstastr0pheeinSpires others

posted in Community Success

How Are Community Managers Measuring Benchmark for Page Views?

After doing a lot of initial research and digging around for industry standards, I found it really hard to pinpoint an exact benchmark goal for average page views/user. I’m curious to know how other people are approaching this type of metric, or if they’re really measuring it or just comparing against themselves? I know that this is pretty different across the board for all industries and more/less engaged communities probably play a factor too- but just trying to get a sense of what others think. For reference, we just launched our Community just shy of three weeks ago, and our average page views/user is 5.4 Any insight or thoughts is greatly appreciated! -Cass.

1 month ago

DanieleTotal Rock Star

asked in: Community Success

Best Practices on how to make a content forecast

Hi there,My current task is to create a Content Forecast for the two coming years (2023-2024) so we can have a rough estimate of how many user questions, discussion, and comments we can expect (inside and outside of ideation) in order to have an estimate of how much content will need to be moderatedHow would you approach this?I came up with an idea but maybe somebody has got a better technique :)First off: I already have a member forecast & a session forecast for the next to years. This will be an important factor for the forecast calculations.Basically I have a list of all numbers for the past year with which I calculate a ratio(simplified version here)Month Questions Sessions Members Ratio: Questions p. Session Ratio: Questions p.Member January 100 10000 5000 0.01 0.02 February etc. Then I calculate a monthly ratio, e.g. (topics p. session) and (topics p. member) of each of the above content types.→ e.g. for

2 months ago

AnitahginSpires others

asked in: Community Success

Rank structure that include rewards for completed courses in LMS

Hi all, We’re trying to come up with a rank system that: For some users also include points awarded for completed training courses in our LMS (SkillJar). There will also be users that will not complete any training courses that can still climb the rank system due to community engagement only. Anyone with the experience on the above, and would you know if there is a way for us to build out separate rank paths, such as one for customers and one for partners, where the requirements to climb ranks and receive badges differ?@bas

2 months ago

Alistair FIeldHead of Community

posted in Community Success

Understanding your Digital Customer Success journey to help maximise Community

Mapping out a Digital Customer Success journey can sometimes feel like a maze.Fear not, we have your back! Our content teams' latest blog gives you the rundown on:- Segmenting accounts- Enhancing the journey from admin support, post-launch, and beyond 🚀- How to tie it all together with community 👏

4 months ago

FescholzReady to take it to the next level

asked in: Community Success

Melissa MeyerReady to take it to the next level

posted in Community Success

User Dashboard – additional consumption fields/criteria

With the User Dashboard, its great to have data like posts, replies, likes given and received, but would love the ability to look at additional consumption in this view, like the following:Average session duration Page views (unique and cumulative) By article/post Event registrations

11 months ago

Juliana SpinardiinSpires others

posted in Community Success

Maping members profile

Hey community! How are you? I want to know if you have ever sent a survey to map your member's profiles. I’m building a form to get to know my membership better and I’d love some benchmarked. Thanks a million. Best, Juliana

11 months ago

timcaveyTotal Rock Star

asked in: Community Success

Which analytics tool is easiest to set up a script for visibility of every click of the acquisition funnel?

Do lots of members click on a topic creation CTA but never go on to register? What about that huge drop off from registrations to members making their first post? Analytics tools like FullStory, GA and Mixpanel give great insight into some things, but I’m missing a big chunk of the sign up journey without creating a script (so I’m told) to track things like clicks to parts of the registration box. Is this kind of visibility unnecessary? Is it OK just to look at traffic vs sign ups vs active members and go from there?

11 months ago

anirbanduttaSuper user

posted in Community Success

📱a discussion on Mobile traffic trends

Interested to learn from Community managers, what is your mobile/desktop usage trends like?Noted our mobile traffic at 10% last quarter and at 14% for 12mo or more, seems low considering 70% internet traffic is from mobile in 2021 and 57% of LinkedIn’s traffic (drawing a parallel to a prof. networking website) is mobile.Thoughts?

1 year ago

OnomatopoeiaSuper user

posted in Community Success

What's in your annual report?

Hey gang,I’m pulling together a “Year in review” style report for our business. This is less about the performance of our Community, and more about sharing insights we’ve gathered about the customers who use this space. So far, I’m including:A timeline of how our community has changed over the year Insights about our members (Industry, location, reason for joining the community) The health of different areas of the community (which spaces are most engaged with, why) How members get and provide value to each other (support, inspiration, insights) with examples What types of content have been successfulIf you were to put yourself in the shoes of a CSM, account manager or leadership - what would you want to know about your organization’s community outside of OKRs?Unashamedly tagging @Scott Baldwin, @tiffany.oda, @Anika Zubair, @Remco for your brains!M

1 year ago

Casstastr0pheeinSpires others

posted in Community Success

How Does Your Community Define Active User?

Hi Community friends! I was digging around some articles/posts in the InSided community to look for ideas on how other communities are defining “Active Users”. Curious to know how others are defining this, as there doesn’t seem to be a set definition within the industry. I know Julian shared some of his thoughts in the post below, but wanted to see is others are calculating by “any time a member posts a topic” or as “any time a member replies in a conversation or posts a topic”, etc. Looking forward to hearing how others calculate this, as I’m currently trying to determine the best way to measure Daily Active Users/Monthly Active Users, but unsure what the best definition of “Active” is in this case.

1 year ago

erin.brissoninSpires others

asked in: Community Success

Community Health Survey

Hey, we are looking to create a community health survey and I am wondering if anyone has any insight or examples they’d be willing to share? Essentially, we are looking for feedback on the current state of the community as well as looking forward and asking what they would like to see from the community in the future.Any insights are appreciated. Thanks!

1 year ago

JulianinSider

published in Community Success

Four essential community health indicators for your communityGuide

With the concept of community health we determine a set of metrics that focus on essential engagement dynamics. They help us to keep a finger on the pulse of our communities and allow us to easily dial-in corrective actions. This is also why we usually touch on those in our regular business reviews with our customers.In this article we will share four of our favorite essential health indicators that we believe every community manager should be keeping track of when running a B2C community. Findability Online communities are powerful because user-generated content is easily findable through search engines. By looking at the percentage of traffic that is coming via organic search (mostly Google) we get a sense of how the community is maturing in terms of findability through search engines. Calculation Source Benchmark What to focus on if off-track % of traffic coming from organic search Google Analytics (Acquisition > Overview) +/- 80% for mature communities SEO o

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1 year ago

TanjainSpires others

posted in Community Success

How do you measure co-creation value?

How do you measure co-creation value to your organisation? Of course showing a better or new improved product shows that it has value. But i'm looking for a model to show it with indicators. My company likes numbers ;) Does anybody use a model?

5 years ago

inSided CSMGetting inSpired

posted in Community Success

How to sell your community internally and highlight its value: How to prioritize your efforts? (KB)

You probably realize by now that your community can potentially benefit your company in a variety of ways. The natural question at this point is usually: “where should I begin?” Prioritizing your efforts matters. The starting point should always be given by your community objective and your community concept. Both aspects provide you with a clear guidance about where the opportunities lie, as well as help you determine the opportunities that are consistent with the role that your community is playing within your online ecosystem. To make sure that you are able to highlight the potential value to internal stakeholders there are several practical steps that your should consider. Begin with ensuring that your company’s digital media or website owners help you position the community towards your customers. Integrations are central in helping you bring relevant traffic to your community and to show the preference that customers have for user-generated content in comparison to sponsored or

5 years ago

inSided CSMGetting inSpired

posted in Community Success

How to sell your community internally and highlight its value: Advantages of using a community for improving products and services (KB)

Your community is a rich source of data about your customers and prospects. Conversations in the community can reveal insightful data on frequent issues, popular features and most desirable improvements to your products and services (See also [url=https://inSidedhq.atlassian.net/wiki/display/SD/Post+field+analysis]Post Field Analysis[/url]). The community is also the perfect source of product and process testers. This is because, on the one hand, Super Users often display high levels of technical knowledge about a company's products and services. On the other, regular users can be seen as a representative sample of customers, who will therefore use a product as a typical customer would. Your product and development team can select testers based on their role in the community, therefore ensuring that they have the required knowledge on products, belong to the right demographics or are loyal customers, all of which ensure that testers remain engaged throughout the different phases of te

5 years ago

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