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  • Introduction
  • đź“ŚGetting Started
    • Motivation behind the Guide
    • How to use this Guide?
  • 🏄🏻‍♂️Community Basics
    • Overview
    • What is Community?
    • What is CMGR & the Expectations?
    • CMGR Lingo
    • Traits of Great CMGRs
    • Real CMGR JDs and How to acquire those skills?
  • 🏦BUSINESS OUTCOMES OF COMMUNITY
    • Overview
    • Why communities are necessary for businesses?
    • SPACEI Model
  • 🧠PSYCHOLOGY BEHIND COMMUNITY BUILDING
    • Overview
    • Creating a Sense of Belongingness
    • The Commitment Curve
    • Harnessing The Desire for Exclusivity
  • 🏹Community Strategies
    • Overview
    • Business Need Identification
    • Community Need Identification
    • [WIP] Creating a Launch Plan
    • Defining Measurement Framework
  • 🥇COMMUNITY METRICS
    • Overview
    • KPIs to Consider for Communities
    • [WIP] What is Share Of Voice?
    • Defining ROI Model for Community Programs
    • Measuring Success of Communities
    • [WIP] Creating a Community Dashboard
  • đź‘«ENGAGEMENT
    • Overview
    • Creating a kick-ass Onboarding flow
      • What are different ways of Onboarding?
    • [WIP] Converting Newcomers to Active Members
    • [WIP] Gamification
  • 🚀Launching a new community
    • [WIP] Overview
    • [WIP] Establish Phase
    • [WIP] How to Get Executive Buy In
    • [WIP] Managing Your community
    • [WIP] Engagement Phase
  • SCALING AN EXISTING COMMUNITY
    • [WIP]{P}Overview
    • [WIP] Moderating and Managing Conflict
    • [WIP] Launching Ambassador Programs
  • COMMUNITY CONTENT STRATEGY
    • [WIP] Overview
    • [WIP] Creating a Community Content Calendar
  • Footnotes & Credits
    • Resources and Credits
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  1. 🥇COMMUNITY METRICS

Defining ROI Model for Community Programs

Previous[WIP] What is Share Of Voice?NextMeasuring Success of Communities

Last updated 4 years ago

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An ROI model is necessary to calculate the monetary value of your community for your business.

There are several ways in which a community provides cost reduction for the business and thus demonstrates ROI.

  • Measuring Decrease in Customer Support Tickets:

    • When you enable a self-serving community, then you have empowered the community members to get their queries answered within the community.

    • This results in monetary savings as it relieves pressure from your customer success team.

    • You can calculate the exact monetary value by finding out the cost per Support ticket and multiply it to the decrease in the number of support tickets to find the ROI.

  • ROI from Share of Voice:

    • When you build an engaging community, your community members spearhead your brand presence, providing you cost reduction in terms of PR.

  • Customer Effort Surveys:

    • In a QnA session with in the CMX Summit 2020, he told the benefits of Customer Effort Surveys.

    • You can run CES surveys, which are essentially pop-up surveys where you ask your users were they able to achieve what they wanted to achieve from their visit to your community support resources.

Adrian Speyer (Head of Community, Vanilla Forums)