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Are you ready to take your community management skills to the next level? Gainsight is thrilled to announce that we’re sponsoring FeverBee’s latest course, Successful Community Management!This course is designed to help you master the fundamentals of growing and managing a community. Gainsight is proud to sponsor the Successful Community Management course to provide FREE access for all of you.Throughout this course you'll:Grasp the fundamentals of community management and understand the various types of communities you can build. Learn how to adapt your strategy based on the type of community you're creating. Discover techniques to leverage psychology to attract new members. Explore methods to maintain high engagement within your community. Learn how to build a powerful sense of community.Over the last 15 years, @RichardMillington has helped some of the world's largest organizations build thriving communities. Now, he’s bringing his expertise to you! Start learning for FREE today!Excit
Richard Millington asked about what you do with outdated content on Linkedin. My reply has received some positive feedback and I thought I’d share here. Create an Archive categoryCreate community category Adjust permissions to be only visible to adminsOnly Delete Posts You’ll Never Need AgainThere are plenty of use cases for when Deleting/Trashing a post is the best move (spam, violation of guidelines, etc.). But IMO outdated content is not one of them. It’s just as easy to move the topic, as it is to Trash it. BenefitsThe URL still works if people reach out. What if users had it bookmarked? What if that post is linked in another post? Etc. Etc. If you trash the post, you won’t be able to find it (at least not easily) If you archive the post, the link will still work for Admins, and the topic will still come up if you search the title in content moderation views or front end search (if you have the permission to see the archive). If needed, it can be updated and moved back to a cat
Here’s something new I’m trying this year…What: Adding a custom role called “Active in 2024” to active users each month (and retroactively applying the same for 2023. How: Calendar reminder to do this on the first Monday of each month. Control > User Overview > Filter by Last Activity + Does NOT have the custom role already > Bulk add the custom roleIt’s a quick 5 minute task. (Could it be automated? Eh… There’s a webhook for log-in events, but it’d cost you a lot of Zapier runs, etc. The Bulk action of adding the custom role is one of my favorite features)Then, when I’m using the User Analytics dashboard for monthly or year-to-date reporting, I can filter by this custom role. I’m essentially using it like a tracking cookie. Why: Improving my analysis of the User Analytics Dashboard. Now, I can actually make use of the % users with at least 1 post metric that comes out of the box (otherwise it’s just noise IMO: the number of users always goes up, some users will become in act
Hey everyone!I would like to open up a discussion on some of your best practices to drive community engagement and activity, especially for customers who may not be familiar with communities and discussion forums.We’ve recently launched a customer community for our SaaS company. Our goals for it are mainly ticket deflection, but also to generate positive sentiment for our company through positive engagements and interactions.Our main issue is that while we’ve been getting sign-ups (100+ now!) there’s not a lot of activity. We’ve been driving sign-ups by including CTAs in email campaigns and encouraging sign-ups at the end of webinars, but it’s not resulting in activity.I’d love to hear some of your best practices or top tips on how to increase activity!
We are developing a Super User program for next year and so we are in the research phase. I’ve already learned a lot via the content shared by members (thank you all btw), in addition to outside sources. Now I’m looking into what features we could potentially leverage for it.What features have you found to be particularly useful for your Super User programs? What customizations have you made that you’d recommend looking into?Greatly appreciate any tips or advice you can provide!
Hi Community, I’m keen to hear your best practices on running an Advocacy Program within the customer community. Are you using private or hidden groups for it? Or are you using a separate platform for it? If you have your advocates/champions in one separate group how do you differentiate the content that you have in the community vs the content you post in this group? Do you have an incentive program for your advocates? Which one? How do you track the acts of advocacy? Your experience and insights are greatly appreciated! Thanks,Katya
Hello, We have a fairly unique use of the community platform where we rely heavily on custom roles to provide users access to different forums and custom pages. How do you all handle the provisioning of custom roles? We want to launch a marketing campaign to get users into our platform so we’re looking at potentially a large influx of users - we might not have all these users pre captured on a spreadsheet to reference which roles to assign.I am thinking potentially a sign up field to ask users essentially why are you here or what’s your role?Has anyone done something similar before and found an easy way to provision users at scale? (we are looking to build a webhook in 2025, but until then we need a solution) Open to suggestions of what has worked well for you in the past.
The star of the Community Unplugged, DJ Skemaddox heheIf you are like me and need to get your dj fix on. May I suggest, A State of Trance on youtube? I need it when I am updating customer records for misspellings.
For our last inSpired innovation lab, we received so many suggestions for our round table discussions that we actually ran out of round tables... 😃 We figured we might as well address them here on the community! This round table suggestion came from @tomasmouton, who works on the NOS community. Here's what he wrote: Looking to all the content generated on our community, we can say for sure that more than 85% is regarding complaints. Also, our users register themselves only to post a question/complaint... they do not help other - we have 23k users and only 10 are very active. My questions: how can we shift this mentality and encourage users to share solutions and best practices? How can we educate user to mark the answers as "best one"? Beside using prizes/contests, how can we engage with our users and make them more active? So let's look at the questions one by one: How can we shift this mentality and encourage users to share solutions and best practices? Regarding
We are planning virtual sessions for our community members to learn best practices for use of our technology and network with their peers. I’m curious how other organizations support networking for their community members.I am also wondering how others determine and measure if the client networking session was successful including:response rate level of engagement during the session increased use/adoption of our technology, evidence the client found value sales opportunities/securing renewal improved CSAT improved client health
Hi all, we’re looking to fill a Community Manager role at Recorded Future, located in the US (East Coast). This position will be part of my Digital Experience team, so besides myself and several other great peeps, you’d also get to work with the always awesome @kstim! The quick highlights include:🎉 UPDATE: REMOTE in the US 🎉 (East Coast preferred) or Hybrid based in either Boston, MA or Arlington, VA (Washington DC) area Currently on a Salesforce community instance, will be POCing Gainsight CC Preferred community management knowledge to included Gainsight & Salesforce, SlackIf you or someone you know might be interested in this opportunity, feel free to DM me here, on Slack in the GGA community, or contact me at dayn.johnson@recordedfuture.com. Would love to chat live with anyone who’s interested, happy to hop on a call to share more details.Job posting: https://boards.greenhouse.io/recordedfuture/jobs/7302460002#app More information about Recorded Future: https://www.recordedfut
If you have access to Gainsight’s Customer Success AND Customer Community products, that’s a great first step! But what’s the next step to maximize the value of using these two products together?We’re holding a webinar on this topic on July 10 at 11AM CT. On this webinar we’ll be diving into these topics:How can the integration help further the goals of your Community and Customer Success teams? How can you reach your Community users at scale? How can you ensure that the right actions are taken at the right time by your internal teams?You can register here!We look forward to seeing you there! If you aren’t able to attend live, you can still register and we will send you the recording afterwards.In the meantime, you are welcome to check out the resources we have in our community that go over the possibilities when using these two products together: CC+CS Integration FAQs, Getting Started Building CC reports in CS, CC data in CS: Reporting Use Cases and Maturity Progression of CC+CS
How do we recommend planning your CC+CS strategy? What does an ideal CC+CS integration look like? When is the right time to implement which use case? While the timeline will be different for every company and situation, below I’ve laid out a recommended path along with suggested use cases for each step.While onboarding with CC:Enable the CC connector within CSResult: Data from your Community will start regularly syncing to your CS tenant.Within three months of go-live:Add the out of the box widget to the C360 Add a custom “Community” tab on C360Result: Your customer success team will have visibility to customer-specific Community activity.Within six months of go-live:Dashboards for your different personas: Community Manager Executive CSM Result: Your different stakeholders will have access to insightful and actionable data across all of your customers’ Community activity.Within nine months of go-live:Engaging with your Community via JO Programs and SurveysResult: You will have automa
There are so many opportunities when using CC and CS together, many of which I’ve documented in my previous articles. If you want to take your integration strategy to the next level, check out the additional use cases I’ve documented below. Some of these use long-standing features and some highlight brand new functionality! Post to Slack from JOJourney Orchestrator now has the option to post to Slack as an action. Documentation on this feature can be found here. In some cases a Slack message may be more effective than an email or a CTA if the target audience spends much of their time in Slack. Having the notification in Slack also allows it to be easily shared to another channel or in a private message.Ideas of ways to use this feature with CC+CS:Send a message when a Product Idea from a high-touch client hasn’t had a response by an employee in 14 days. Target Audience: Product team Send a message to Slack confirming which Community Users were recently emailed about joining an advocacy
Hi All! If you’re on the hunt for your next Community gig, I may have the role for you! I’m currently searching for a Senior Community Specialist to come join my team at Jamf. The role is for folks in the US and is fully remote (unless you want to go into the office). A few facts:This is NOT your traditional community manager job. This role is focused, almost entirely, on USER GROUPS. Get all the details in this video that I shared on LinkedIn. If it’s not for you, please consider sharing it with your networks so others can learn about the opportunity! If this sounds like something you’re interested in, please apply today (or very, very soon) here. We’re moving on this role quickly! (And to ensure we see your application, it doesn’t hurt to let me know on LinkedIn. 🙂) Thanks & good luck!
Fostering a thriving customer community holds immense value in today's digital landscape. We are constantly talking to customers about the challenges in digital customer success and community. Time and again, the resounding answer revolves around the quest to craft a seamless digital experience intertwining community, knowledge base, training, and beyond.While technologies like PX and Journey Orchestrator play pivotal roles in shaping digital experiences, there's an undeniable surge in the realm of digital community engagement. We understand the significance, but we want your perspectives. That's why we’re extending an invitation to participate in our 2024 State of Community survey. This research initiative guarantees complete confidentiality and anonymization of responses. Plus, as a participant, you'll gain early access to the insights and the comprehensive report. Moreover, we're not just scratching the surface; we're diving deep into understanding how community dynamics directly i
Hey there! I was wondering, how do I change the color of the Nav bar (as attached in the screenshot - the black strip). Thank you!
Does anyone know when the menu item ‘Active since last visit’ resets?orIs there a way that Members can reset their ‘Active since last visit’?Our members are reporting that they belive it only clears if they log out of the community, and many of them prefer to stay logged in.
Oh the irony…On Wednesday, I presented a webinar about recognition helping super charge gamification and unlocking contributions. On Thursday, I discovered that some users were exploiting our points system. We gave 1 point for liking a post; they were going back years and liking every post to earn themselves points. I adjusted our point system accordingly, no longer issuing a point for users giving a like to a post Today, I discovered that after I told our users about the change, a few of them started exploiting a remaining loophole: liking each other’s posts to earn each other points. this is the first time I’ve had to cross this bridge… any advice? My current plan is to leverage the best practice of “celebrate in public, correct in private” and to revisit our community guidelines, tighten them up, and find ways to monitor for outliers and exploitation of points system that works great (when not actively exploited).
Hello all,Thank you so much for joining the discussion yesterday!It was a delight meeting and interacting with fellow community builders on this webinar. 🔥 In case you missed it or wanted to catch up on it later, we’ve got you covered. 😊Here’s the recording ⬇:
Hello fellow community builders,I’m thrilled to be hosting a webinar that I bet is very close to all of our hearts! 😊I’m going to be discussing what A Day in my life of being a Community Manager looks like & also dive into how to manage our Gainsight CC platform on a daily basis. Register hereI know what you're thinking - we wear many hats, and I couldn't agree more. 🙌🏽And so this time, I’ll be covering some specifics to kick this off. ⬇We’ll explore 🚀:Daily Routines & Prioritizations: We’ll discuss daily routines that set the foundation for a productive day in the life of a Community Manager. I’ll also be sharing 2 tested methods that helped me to effectively prioritize tasks and manage time to maximize efficiency and impact. Relationship Management: This is the soul of any CM’s work (and my personal favorite 😉). I’ll be sharing some key factors that helped me nurture meaningful relationships on a daily basis with community members and internally within the organization.
Wow! What an incredible event! Thank you to everyone who joined us live at Community Unplugged. The energy was contagious and it was amazing to connect with so many community lovers. For those who couldn’t attend, we missed you! But you don’t have to miss out on the great content. The recordings from Community Unplugged are now available. 🎉 We have video recordings from the opening keynote with Nick Mehta and Kellie Capote, two panel sessions with industry experts, and Richard Millington’s session on proving community ROI. Check out all four recordings here! Happy watching!
