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Introduction
📌
Getting 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
👫ENGAGEMENT
Overview
Creating a kick-ass Onboarding flow
[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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KPIs to Consider for Communities
Here is a list of common KPIs to be considered while dealing with communities.
1. Event KPIs (Both Digital and In-Person)
No. of RSVP for events
Percentage of new event attendees
Percentage of return attendees
Rate of churned attendees (% of people who only attended only one event)
The average number of attendees per event over time
2. KPIs for Online communities:
Behind every community member is an actual person, and engagement comes only if the companies understand the needs of that person.
This is where community profiling plays a major role.
Persona Specific Metrics
What industries is my community attracting?
What position does the community member have within their company?
Do I have content to meet the needs of each persona?
General KPIs
Number of community members on Slack, Discord, etc.
Percentage of monthly active members
Number of new member sign-ups
Number of posts added in the community by employee and non-employees
Number of comments created in reaction to the community’s posts
Percentage of comments from new community members by cohort
Number of members leaving the community
Content KPIs
What content has the most engagement (i.e. likes, up votes or comments)?
What content has the lowest engagement?
What content topic is the most popular?
What content topic is the least popular?
What content is lacking on the site that members are requesting?
What content type is the most popular (i.e. video, Q&A, etc.)?
3. Open source communities:
Number of pull requests by non-employees
Number of non-employee contributors
Percentage of code contributed by non-employees
4. Social communities:
Number of followers
Growth rate of followers month-over-month
Number of retweets by month
Number of @ mentions by month
Average number of likes and comments per post
5. KPIs to track CX (Customer Experience)
Net Promoter Score (NPS)
Customer Effort Score (CES)
Number of community ambassadors.
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[WIP] What is Share Of Voice?
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Contents
1. Event KPIs (Both Digital and In-Person)
2. KPIs for Online communities:
3. Open source communities:
4. Social communities:
5. KPIs to track CX (Customer Experience)