Description

All about community measurement - Part 1: Building a framework to measure performance, defining KPIs and health metrics, and partnering internally to accelerate your efforts.

• Framework for measurement:
• • What are the business problems (Goals) you're trying to solve?
  • • "We need to reduce our support costs"
  • What is the approach (Strategy) you will take to meet those goals?
  • • "We will build a self-service support community"
  • How will you measure (KPIs) the performance of your strategy?
  • • "Dollar value of community-served support queries"
  • What data (Metrics) will you need to calculate your KPIs?
  • • "# Visits, Survey Results, Cost Per Case, Community Cost"
      
• KPIs, health metrics, and program-specific measurement:
• • Resource: Community Metrics Template
  • Erica's blog: It's All About That Data
  • Mark Finnern's blog: Best in Class Enterprise Community: Salesforce Trailblazers
  • Holly Firestone (Theme Song)
  • Jessica Chen
  • Lindsey Zibell

• Sponsored by:
  • Vanilla cloud-based customer community software. Drive loyalty, grow sales, and reduce service costs