What is CMGR & the Expectations?
Here we will decode what a community manager role is and what the role clearly isn't. We will also discuss the business side expectations associated with the role of CMGR.
The term CMGR is an acronym for Community management professionals. It is a very popular twitter hashtag. #CMGR.
Btw I would suggest you to follow the hashtag on twitter #CMGR to keep yourself updated about the world of community management.
As someone who is beginning their journey into getting to know what community management is, it's pretty natural to get overwhelmed by the uncanny resemblance the domain has with other domains such as marketing or social media management, and not being able to spot the distinction.
While at times there could be some overlap between all these different domains, let me assure you community management is not social media management, it is also not online customer support.
These are just some of the tools and skillsets that a community manager is expected to and should hold in his arsenal.
In its truest essence community management refers to the role of creating or altering an existing community in an effort to make it stronger.
In the modern business scenario, It also involves
- attracting new faces into a community.
- providing existing members the opportunity to engage with each other in the community.
- generating content for them and providing value for the community
In the end, communities empower all its stakeholders (people, businesses) to have more authentic relationships.
A community manager is a person who acts as the liaison between an organization and its audience. They act as the voice, tone, and moderator of the brand through community support, content distribution, and digital engagement to build brand presence and trust, both online and in-person.
Community professionals are responsible for building and maintaining a brand's community -- at times both online and offline. They also do ORM (Online Reputation Management) and craft the public perception of the brand.
This role requires engaging audiences on a variety of channels including online forums, social media platforms, Messaging Platforms (like Slack), in-person groups, and more to reach all audiences where they are.
Certain expectations associated with community managers include:
- 1.Getting customer feedback and generating content ideas as well as product ideas from community members through real conversations.
- 2.Increase brand and product awareness.
- 3.Being the go-to person and the face of the company for your community members and providing support for them whenever they need it.
- 4.Learn about the customer and community needs and providing that information to the C-Suite to drive product development around customer needs.
- 5.Build real relationships with community members and be a facilitator for driving relationships among the community members.
- 6.Increase the interactions with the community and use those insights to increase sales and revenue for your company.