Erica Kuhl

#062 Does the work you put into community actually have an impact on your business? How do you connect the dots between what you do and the bottom line? How do you tell a compelling story that illustrates the value you provide? We tackle all that and more with our special guests, Erica Kuhl and Brian Oblinger of the In Before The Lock podcast. If you’re familiar with Salesforce’s Trailblazers, that’s Erica’s baby. Brian’s background is equally impressive, with leadership roles in community starting in the early '90s. This episode is jam-packed with strategies for community builders and managers at any level. We discuss the value of business acumen and why starting a membership without a budget is ideal. Erica and Brian also share tips for building strong relationships online and caution us against some of the top mistakes big brands make. You’re not going to want to miss this one! Show notes and more at SmartPassiveIncome.com/cx062.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this enlightening discussion, Erica Kuhl, EVP at Gainsight and a key architect behind Salesforce's massive customer community, shares her journey from early employee to community innovator. She reveals how she built a peer-driven forum with limited resources, emphasizing community as a vital retention strategy. Erica discusses the significance of creating a unified Digital Customer Success experience and provides actionable insights on pitching community initiatives to boost retention by four times. Prepare to be inspired by her scrappy approach to customer engagement!