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

How to Make a Great Podcast (Excerpt)

Daily Tech News Show

Picking Stories and Addressing Blind Spots

The AI-powered Podcast Player