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Community Success

How to successfully meet your community and business outcomes

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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

8 months ago

revathimenonGainster

published in Community Success

Community Bytes w/ Sarah Masterton-Brown: Tips to create a welcoming community

One of the things I generally love whenever I join a new community is to see the different ways that they welcome a new member like me. I feel like it breaks or makes their relationship to the community to an extent - do they want to return?, are they confused from your mail and unsure where to head next? And @SMB from Mews spilled the beans on 2 nifty tricks to help you create a welcoming & inclusive community for your new members. Crafting Automated messages - Consider taking the help of a copywriter to help write your automatic messages to welcome new members. Make sure it sounds as personal as possible. (A great example from Mews - 00:37) Mapping user journeys- Take a deep dive into each persona of your community member to understand their needs from your community. Craft a seamless path to guide them effortlessly towards the answers they seek. You could even take help internally to test this out and fix the user paths from their feedback.What are some of your go-to tricks wh

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2 days ago

Emmanuelle_OVOGetting inSpired

posted in Community Success

Creating a super useuser programme

Hey! Thinking about how to create an official super user program for our Online Community. Read a really brilliant article by FeverBee, which got me thinking. I want to improve our existing processes, strengthen engagement. Some ideas I’ve had so far: A yearly ‘renewal’ of membership, ensuring that SUs that remain are engaged. Conducting a yearly survey to get feedback from SUs. What we do currently: Monthly meet ups with employees from different areas of the business A private area for SUs Keeping them in the loop with company changes/updates Any ideas or resources you have to help me on my way would be really appreciated? If you run a community and have some advice please share 😊

17 days ago

revathimenonGainster

published in Community Success

Community Bytes w/ Sarah Masterton-Brown: 3 important factors when launching a community

I’m excited about this one because this topic feels so unique, yet so much to learn and implement from each other’s experience.We're delving into the unique world of community launches, with the fabulous @SMB sharing some golden tips on this.Let’s dive right in to the details: Don’t stress the numbers rollercoaster: It’s quite normal to witness a surge in registrations & views in the initial 3 months, followed by a possible dip. But fear not! This rollercoaster can help a lot in understanding your community's growth patterns and fine-tuning your strategies for the long haul. Spot your customer advocates: Rally support from them (Check 00:38 for a real example from Mews) Slow down on Gamification in the early days: Channel your efforts into creating value-driven interactions that resonate with your new members. Save the dazzling gamification fireworks for later down the road—perhaps around the 6-month mark. Which tip resonates with you the most when you launched your community?Is

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1 month ago

SMBinSpires others

posted in Community Success

Calling for inspiration: Community sponsored events

Hi wonderful people.My company is hosting their annual event for the hospitality industry in April 2024. It’s big and it’s fun and I have a unique opportunity to have our community act as a sponsor of this event.I plan to make community a very predominant feature of the event - we’ll fly in some of our super users, have them host panels, set up a community dinner, and organise lots of promotional activities supported by the community. I have budget, and already have sign off for a rebrand of our community in time for April.Have you done something similar or smaller scale and could share your ideas?Do you know of any cool events providers, 3rd parties that you have used that you really liked?Have you been to another event and seen something that caught your eye?I’m looking for some ideas and inspiration of how I can make the most success out of putting the Mews customer community in the spotlight.Can you help? I’d really appreciate any time you can spend putting your thoughts in the thr

1 month ago

juan.delrioinSpires others

asked in: Community Success

How to use {topic content} properly in Product Updates

Users subscribing to Product Updates receive what amounts to gibberish. How do I ensure, that if a customer subscribes to Product Updates, they will receive something they can actually read and maintain a good experience?

2 months ago

revathimenonGainster

published in Community Success

Community Bytes w/ Sarah Masterton-Brown: Strategies to encourage new member engagement

I recently had the pleasure of connecting with @SMB, the Head of Community at Mews. You would have definitely seen her here, delving into the world of private community groups and exploring rich discussions like user banning, outage plans, gamification etc. I’m thrilled to share one of my many conversations with her - 2 powerful strategies to boost early member engagement in your community. 🚀 👉 Customer advocates: Tap into the knowledge of customers who are already passionate about your product. Reach out to them, have a chat, and take them on as valued supporters through your strategy. 👉 Keep the Conversation On with Members: Pay attention to those community members who consistently contribute. Engage with them, gather their feedback, and adapt your strategies accordingly. Start with one meaningful interaction a week, turning into 4 times a month and watch your community grow. 💡Are there any other strategies that helped you get that initial engagement from your members? 💡Any rea

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2 months ago

Lais LaudariFully inSpired

asked in: Community Success

SaaS community metric benchmarks

Does anyone know any source that compares SaaS community metric benchmarks? TIA

2 months ago

Sarah_WGetting started

asked in: Community Success

Is there a benchmark for the self service score dashboard?

Hey fellow Community Managers, I was wondering if anyone knows the benchmark for the self score dashboard? What is a good score? Thank you :)

2 months ago

ddpancratzTotal Rock Star

asked in: Community Success

What's your community outage plan?

Today’s outage exposed a gap in our plan and processes when it comes to our community. We have a status page and processes for outages of our platform, but not anything specific to our community when DH is having a platform outage. Hopefully this is a plan that never needs to be used, but I think I need one. Questions I’m thinking through:Length of outage - what’s the threshold for when you need to alert community members? Messaging Channels - Post on other webpages, if so which one? Email? Follow up - at what point does this become something we should share a retrospective with community members? Levels of action - how do tactics change as the length of outage grows?Fortunately, most DH outages are very short and/or isolated to features, not platform wide. But what plans and best practices do you have?

2 months ago

KellyBebenekinSpires others

asked in: Community Success

Anjali GoswamiGetting started

posted in Community Success

Embark on a Journey of Community Transformation and Advocacy - DH Crank Up Webinar on 24th August

Get ready to dive into strategies that can transform your community into a dynamic powerhouse and learn how to - Unleash the Potential with Gainsight's Digital Hub Revive Engagement's Flame Cultivating Advocacy from Within Real Stories, Real Inspiration Your Invitation to Rewrite the Story Join us for an enlightening journey in our first ever Crank Up webinar series for DH – Level Up to Boost Community Engagement and Fuel Advocacy. The webinar is scheduled for Thursday, August 24th at 9 AM PST. 👉 Register Here 👈 Speakers - @Anjali Goswami@aman_bejankiwar@Oliver Marriott Have something that you would like us to cover/discuss during this session? - Post it in the comments below👇🏻

3 months ago

juan.delrioinSpires others

asked in: Community Success

Reward subscribing

I want to award a badge to users who subscribe to product updates. Any ideas how to do that?

3 months ago

Xentral_CommunityGetting started

asked in: Community Success

Bulk delete Ideas

Hey!I have to clean up our ideation section.Is there any way to bulk delete “Ideas”?Best,Dennis

3 months ago

revathimenonGainster

published in Community Success

Community Bytes w/ Julian Lindhorst: Measuring content success on community

One of the things I am thoroughly enjoying about this series is hearing real experiences and suggestions from different people in their community journeys.And on that note, I’m back with another one! 🥳 This time, we’ve got @Julian sharing his views on what are the factors he suggests to consider, while measuring content success in your community. Here are his top tips:Majority considerations: Look out for high views and more comments. This also helps you identify trends for what resonates well with the community Overall planning: Connect content measurement to not just the community goals, but also the business outcomes you want to achieve Content promotion measurement: Keep an eye on your content promotion efforts. For example - are you getting enough clicks on newsletters and emails sent to users? What are some other factors you generally consider in your community, to help measure content success?

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3 months ago

ryanne.perryinSpires others

asked in: Community Success

Does anyone use tools besides Google Analytics to measure where the customer found out to sign up for Community?

Hi Community! We currently use utm links with Google Analytics to measure where users find out about the Community and links from any events we hold (i.e webinars, email campaigns, resources articles etc).Community sits under the CS umbrella in our organization and I have been tasked with measuring how many registrations come from each functional area. Previously I have been using utm links with GA (as I understand it there is a limitation in how long they keep the data to reference). So far the utm links have not been adopted by all teams but we’d really like one unifying efficient way to measure where the registration referral came from.Is anyone using tracking methods other than Google Analytics to achieve something like this?

3 months 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.

3 months ago

CansuGetting started

asked in: Community Success

How to increase your community forum followers?

Hi everyone!We are trying to increase our subscribers to our community forums, we have recently implemented a custom widget on the homepage where users can subscribe directly, and I was wondering if you have any creative tips to get users to subscribe more? My other question is, how do you go about measuring the subscribers? We don’t have any benchmark yet (since starting from only a few people per forum) what’s a good target? How did you get about setting yours? Thanks!

3 months ago

CansuGetting started

asked in: Community Success

Community SLAs

Hi all! I’m researching on community SLAs & moderation rules to consolidate our processes. Do you have any best practices that you follow? Thanks!

3 months ago

revathimenonGainster

published in Community Success

Community Bytes w/ Oliver Marriott: Tips for Community Managers

Hello community friends,I'm thrilled to launch a new series - Community Bytes! 🎊 This series aims to foster a collaborative space where all of us get the opportunity to share our experiences and insights about the world of communities, empowering each other to tackle the community world together!To kick things off, our long-time community friend ⭐ @Oliver Marriott ⭐ has shared some of his top recommendations for community managers dealing with new communities. ⬇ His key recommendation is to embrace the freedom of exploring innovative ways to engage with your community members. Here are some more essential tips:Content Strategy & Calendar: Plan this strategically to keep new members coming back, especially in the early stages of your community. Have a routine, but Stay Open: Be daring to experiment and discover fresh engagement approaches within your community. Unleash Creativity: Early stages of your community allows for more creative topics and discussions. Try Different Deliver

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4 months ago

AnitahginSpires others

asked in: Community Success

Do you offer SLA for community response time to specific customers

Hi, curious to learn if any of you offer any sort of SLA for community response time to customers, such as those with premier support agreements?

4 months ago

NinaGetting inSpired

asked in: Community Success

Admins exclude to receive badges

Hi all,is there any way or feature that community managers & admins can be excluded from receiving badges that are automatically awarded when a certain amount of content has been posted? As our community is still quite small, we wanted to award as many badges to our users as quickly as possible, but when we as community managers post something, we all get badges.Thank you & regards

5 months ago

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