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@anirbandutta, I’m curious -- could you share what KPIs or other metrics your team uses to measure the success of the Gainsight Community? 

I ask because I’m wondering if there are insights we can take back into our own companies. I was a bit disappointed at the TSIA World conference last week to hear from several community managers at other tech companies that the value of their contribution at their companies is either measured as a just Support ticket deflection or even worse, just a check box. My perception is that Community is being underutilized in tech and in the future will have a tighter link to the work of Customer Success and Product. Interested in your thoughts. 

Thank you for opening this conversation @DougCaviness , made it it’s own thread

Sure enough, we also started with the core Product Support and Product enhancements & tech usage but over our 8years of GameChanger have now been able to load multiple interesting programs to our framework, viz:

As you can imagine this is my fav area of convo as. Community Manager and it so happens that I’ve been collecting some of the KPIs to measure the success we serve for our own GameChanger Community. 

A few KPIs for a 8yo Community like ours

  • 20% of Customers who are registered stay engaged with about 19% of the traffic who return.
  • The majority of our top users are our Customers (Gainsight Admins and CSOps Leaders to be more precise) over Gainsight employees which shows the shared success of the forum. Some of these Customers have been with us since day 1 of the Community.
  • From 2021 to the 1st half of 2022 we addressed and delivered about 150 ideas in this 18months alone… directly sourced from the Community!

And Successes we celebrate each day with our awesome users… some that we get to spotlight in our Newsletters and blogs.

Looping in @Kenneth R, @Alistair FIeld, @seth to build this convo out further.  

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