In this episode of The Community-Led Growth Show, our Host Joel Primack interviews Erin O’Neill, Head of Community at RevOps Co-op powered by Funnel IQ. Erin O’Neill opened the episode with a brief background on herself. We dove into the background on why Funnel IQ launched a community, RevOps Co-op, as part of their Community-Led Growth Go-To-Market (GTM) strategy.  After learning about the why behind the community, she shared how RevOps Co-op engages with members across content, tools, and community. As a community grows, one must prioritize the development of new member benefits, so Erin shared how she goes about building the community roadmap for RevOps Co-op.  She discussed the metrics that she uses to show ROI of having the RevOps Co-op community to the Funnel IQ business.  To wrap up the episode, Erin shares the B2B SaaS community trends she’s looking out for in 2022 and beyond.

In this episode of The Community-Led Growth Show, our Host Joel Primack interviews Will Machin, Team Lead, Community Management at Alteryx.   Will shares a bit about his background - personal and professional. Alteryx’s community of 300,000 members is supported by the community team, comprised of 18 employees.    The four functional areas of the team are platform, operations, content, and community engagement. When building out a community team, he shares the two must-have traits for successful community professionals. Remember to focus on the person and how they interact with others, not what looks good on paper, as they’re two different things and community is all about engaging with people.    He discusses how the community team at Alteryx evaluates and makes community roadmap decisions, not just based on can we do something. His favorite benefit launched for the Alteryx Community is the Gallery, showcasing members helping members through their ideas and creations. His team, community engagement, owns the events for the community, moderation, and ways to facilitate value-add connections among members.    Will shares the community engagement tech stack, but he calls out the importance of communication and building relationships with team members to have productive conversations.    Next, the conversation turns to discuss the key metrics of the community team, such as time to first response, ticket deflection, and connecting community engagement to revenue.    With respect to his team, the number of replies on a thread, traffic, logins, and monthly engaged users. His mindset is really focused on adding value rather than preventing the loss of value.    Will wraps up the conversation by sharing his 3 community trends in B2B SaaS that he’s excited for looking at 2022 and beyond.

In this episode of The Community-Led Growth Show, our Host Joel Primack interviews Max Rothery, VP of Community at Finimize. Max opens the episode by sharing a bit about his role at Finimize, engaging their members and sharing those insights across the business. In 5 years, the Finimize community grew to over 1 million members, so he explains that the Growth team is responsible for getting new members and the Community team owns the experience once they’ve joined. The onboarding process has changed significantly, as the company has evolved from being a newsletter. The consistency in everything they roll out for their members is ensuring that this “Finimize feeling” is still present. He explains how they’ve prioritized items for the community roadmap, as the community and team has grown over the years. Their first true experience with Community-Led Growth (CLG) was when they planned to have community members lead the community events. Max explains their global Host program for the Finimize community, including the 3 key traits used to identify successful hosts. He discusses how they measure the health of it, using a weekly system and quarterly interviews and surveys of members. Building out a Community team can be challenging, so Max shares how he’s building it at Finimize, starting general and transitioning team members into specialists. Concluding the episode, he shares his top community trends that he’s watching for in 2022 and beyond.   Follow Max on Twitter.

In this episode of The Community-Led Growth Show, our Host Joel Primack interviews Allison Able, Senior Manager, Community at Sisense. Allison’s non-traditional background took her on a unique path, ultimately joining Higher Logic’s community team. As a result of Allison’s success, Higher Logic hired additional team members from the education sector, seeing strong results with their transferable skills too. During her time at Higher Logic, she was fortunate to work on many community projects, along with doing day-to-day community management activities for their clients. When asked about why Sisense decided to build a customer community over a broader, audience-specific one, she explained the importance of ensuring the goals of the community to align with business goals and member goals. To Allison, community building is like a tree, you need a strong foundation to eventually have it branch out. In 3 months, she shares how the Sisense community grew from 0 to 500 members and the ways they engage with their members. They launched their community publicly as a Beta, with limited promotion to invite people into it to help in the community building effort too. Much of their member growth has been organic and customers, informing them that this is something that’s needed and serves a purpose for them in their daily work lives. They’ll be launching an exciting, gamification element into the community in Q2. She goes in-depth on her process for building a community roadmap, with strategy and careful thought, ensuring it’s aligned to business goals and shared with stakeholders. Allison sets up a QBR for the community, including key metrics, SWOT analysis for that quarter, updates on projects, and a slide for “What I’d like to See Developed in the Future.” Before diving into leading indicators of success for their community, she notes that by having a thorough process and being clear with leaders about what she can do as a team of one vs. if there were additional team members. Thus, helping her add to the community team at Sisense, and she shares the three buckets of metrics that they focus on to better understand their community. The community roadmap is public internally, so it helps have conversations around priorities and ensure it’s equitable for each team involved in it. Wrapping up the episode, Allison shares the 3 community trends she's watching in 2022. Follow Allison on Twitter.

In this episode of The Community-Led Growth Show, our Host Joel Primack interviews Joe Huber, Customer Community Strategist at Sprout Social. Joe opens the episode by sharing more about his background - professional and personal. At Sprout Social, community is all about connecting social media professionals together and adding value to their members. He shares how the values of Sprout Social are brought to life in their customer community. They engage their members through a Facebook group and live events, allowing members to ask questions to experts and share their own opinions too, as well as new channels. Next, Joe discusses both qualitative and quantitative metrics to show the success of their customer community. He shares what he means by a “gatekeeper mentality” that he feels some community professionals have, and why he’s on a mission to change this mindset. Closing out the episode, Joe shares the 3 community trends he’s watching in 2022. Follow Joe on Twitter. Check out Joe’s voiceover work here.

In this episode of The Community-Led Growth Show, our Host Joel Primack interviews Remco de Vries, VP of Marketing at inSided; now a part of Gainsight. Remco shares a bit about his background, including that he originally wanted to be a pastry chef. He explains why community is a “must-have” for a company to have a “true” Product-Led Growth (PLG) motion, per a recent LinkedIn post, providing users a voice on the product roadmap and much more. A community is a place where you get a feeling of belonging, in his personal life and that’s also how inSided has viewed community but in the sense of a professional community around a product or company. He shares how inSpired, inSided’s community, has positively impacted the trajectory of growth for their company and that they actually used to have two communities. inSided has benefited grown by building a community for their customers, as well as customers of customers. Remco shares the three key business metrics that measure the success of inSpired. He explains how inSided measures the adoption of new features that were co-created with their community members, as well as one of the most common questions the inSided team gets from prospects - “How do I show value to my Executive team?” Typically, it’s most helpful when community professionals are able to tie the community back to Annual Recurring Revenue (ARR), Net Retention Revenue (NRR), or another core business metric that’s tied to revenue. Lastly, Remco shares his top 3 community trends that he’s most excited about in 2022 and beyond. Follow inSided & Gainsight on Twitter

In this episode of The Community-Led Growth Show, our Host Joel Primack interviews Zoë Hartsfield, Community Manager at Spekit. Zoë kicked off the episode by sharing a bit about her background, actually starting her career in tech as a salesperson. Next, we dive into her current role at Spekit and what community means there. She’s building community around shared interests, problems, and experiences for the audience they serve. Currently, she’s the only person devoted to community, yet she works closely with other peers, including her manager who oversees events and peers in customer success and sales, as she’s building community at Spekit. Their approach to building community today is to have their team members be involved in third-party communities where their Ideal Customer Profile (ICP) is already spending their time and be a value-add to those conversations. When selecting the best team members to be in the identified communities, there are basic “community etiquette” items that are shared to help Spekit team members best resources to those in the community and truly help them solve the problems that are most pressing for them. Zoë shares her learnings on using technology to help identify conversations that team members should be participating in to add value to the conversations happening in the communities they are active in. Closing out the episode, we discuss the trends she’s watching for in 2022 and beyond and dive deeper into them.

In this episode of The Community-Led Growth Show, our Host Joel Primack interviews Jacob Gross, Community Marketing Manager at Slack. Jacob shares a brief background on his career before we dive into community at Slack. Community at Slack means that there is a space for you no matter where you are in your Slack journey, even if you’re Slack-curious right now. In order to build a thriving community, there are 3 core areas: 1) global customer chapter user group program, 2) Slack community forum, and 3) Slack community workspace. Jacob manages the forum, so he shared more about how they measure the ROI of it and their other core programs. Slack, traditionally built for business, has become a platform of choice for many to build their community on, so he shared some of his favorite ways communities take advantage of being built on Slack. To close out the episode, Jacob shares his trends for community in the B2B SaaS space in 2022 and beyond. Follow Jacob Twitter. To join the conversation on Twitter, check out the Slack Community or stay up-to-date on all things Slack here. Check out the Slack Community!

In this episode of The Community-Led Growth Show, our Host Joel Primack interviews Anna Venketaraman, Head of Customer Advocacy & Community at Freshworks. Anna leads the team responsible for building out the global community at Freshworks, a Nasdaq-listed company as of September 2021. The conversation began with learning how Freshworks developed their community strategy, given that they offer different solutions to different audiences. "Keeping it simple" should be a primary focus when building community. Anna shares about the Refresh community, an open to all community, where there are discussions around various topics and additional ways members can connect with each other and show their "fandom" for Freshworks. Her team owns the leaderboard to reward members of their community for their positive contributions both - inside and outside - of the Refresh community. She shares how the Freshworks team is centrally located within the organization, in order to easily connect with every other function, and that the leadership team invested in community through hiring a strong team and devoting resources to it. To help similar companies that are multi-product building community, Anna shares that it's important to build community around your brand and create personalized experiences based on their product usage. Additionally, she highlights the importance of connecting your platforms together to show the ROI on community for the business, including product usage, cross-sell, expansions, etc. Closing out the episode, we learn her 3 predictions for community within the B2B SaaS space in 2022 and beyond.

In this episode of The Community-Led Growth Show, our Host Joel Primack interviews Scott Britton, Co-Founder at Troops.ai. Scott is a Co-Founder at Troops that leads their growth organization. He defines what community means at Troops and is hyper-focused on ensuring that Troops can add value to the conversation. For Troops, they’ve tried various ways of building community and are continuously working on it, yet enjoy 3x and 4x time customers. If Scott were going to start Troops over again, he’d select a single conversation they’d own and build ways, such as a Slack community, to have people who wish to be part of that conversation join in. He shared some lessons the Troops team has learned on their journey to building community, as well as why, he believes, some companies can build communities around their product. Scott discusses the “Halo Effect” that community can create for your business. Lastly, he shares his predictions for community within the B2B tech space.