How Are You Aligning Community to Company Goals?

Heather Wendt

Community metrics are part of the lifeblood of community management. How well are you meeting needs? Are you providing value? But an often overlooked component of community metrics is how your internal leadership perceives the value of community.

How are you making sure your leaders understand the true value your community brings to the table?

If you aren't doing more than communicating community data (page views, etc.), what is holding you back?

saramaloney

I have found that community metrics without context don't really hit home for stakeholders. So I always make sure to provide context for if a metric is excelling or could be improved, based on either an industry benchmark or compared to how other products/services we offer are adopted by our users.

Since our community doesn't directly contribute to revenue, we look at correlation as much as possible. I update this slide on a monthly basis and make sure internal stakeholders see that community members are much more likely to contribute to revenue than non-community members.

Heather Wendt

@saramaloney this is a terrific example of aligning community data with organizational goals! Love the additional context provided so it moves beyond a detached metric…thanks so much for sharing! Such an important aspect of community management and I definitely enjoy seeing how our customers are stepping into showing impact!