About MollyJ

MollyJ

Thank you to our attendees for all the awesome questions during our live session! There are a few we didn't have time to answer live: Have you developed a successful model for measuring ROI for a super user program? I've just launched our new super user program and want to track the ROI for the business moving forward. (I have a couple ideas but wanted to hear your POV) -Austin Grimes, Flexera Is the fact that "community" has become a defined term across many industries is it limiting itself in encompassing more experiences? e.g. "forums" where the thing 20 years ago, but have lost a lot of their hotness since. What'll be following on "community"? - Claudius Henrichs, Dataiku @JakeR & @FeverBee - Could you respond to the above in this thread?

MollyJ

Tuesday, December 14 12pm ET | 11am CT | 9am PT Snack Breaks & Hot Takes is a digital series connecting you to experts in customer experience, brand owned communities, and digital contact centers. Running only 30 minutes, this event offers you an opportunity to get a snack on Khoros through Uber Eats, gain valuable insights from leading experts, and ask questions in the event chat. Join our upcoming Snack Breaks & Hot takes session to hear Chris Hemedinger, Head of Communities & User Groups at SAS, discuss innovations and trends that are on the horizon for community in 2022 and beyond. Chris has been developing products and community experiences for SAS customers since the early 1990s . He currently leads the team at communities.sas.com , where SAS users gather and discuss SAS technologies, find answers to questions, share their experiences, and provide feedback. He is also coauthor of SAS For Dummies and writes The SAS Dummy blog at http://blogs.sas.com/sasdummy .

MollyJ

Missed Tuesday’s session? Watch it on-demand here: https://khoros.com/resources/maintaining-community-momentum For more community content, check out these resources from Brian Oblinger: [Podcast] In Before The Lock https://ib4tl.fm/ [Glossary] Community Industry Glossary https://ib4tl.fm/glossary/#community-manager [Template] Sample Community Roadmap https://docs.google.com/presentation/d/1lTTZXJ1_n-dRk1UahLDefElmCK-EtW5BK9D8UG4uI2s/edit?usp=sharing Don't forget to tune-in to our next Snack Breaks & Hot Takes session on Thursday, December 2nd! This discussion will feature Rich Millington and our very own Jake Roadhouse debating on the best measurements of ROI for community. A session that is sure to be equal parts entertaining and informative. Register and learn more here: https://bit.ly/3Dzhz1r

MollyJ

Missed Tuesday's session? Watch it on-demand here. Here are some of our key learnings from our discussion with Erica Kuhl: As a first step to building a case for a community, use a V2MOM (Vision, Values, Methods, Obstacles, Measure to Metrics) process to create alignment, transparency, and buy-in across the organization. Erica's V2MOM template HERE. After securing executive approval, meet with stakeholders to understand their interest in the project and how they believe it will impact the business. Use this as an education opportunity to highlight how a community will add value to their role. Leverage stakeholder feedback, and feedback gathered from your customer via surveys, to transform higher-level planning documents into an operational strategy. Roll out your community in phases. Set realistic, bite-sized goals that align with your budget and resources. Phase 1 of your community roll out should focus on small changes that have immediate impact. For more helpful resources for this discussion, check out Erica's free tools & templates below: Headcount & Budget planning template V2MOM template Community Team Leveling guide In Before the Lock podcast, co-hosted by Erica Kuhl

MollyJ

Event recording will be posted no later than Tuesday, December 7. Thank you all for joining the discussion. Additional questions can be posted in the forum thread on this event below. Resources for Rich Millington @FeverBee : https://www.linkedin.com/in/richard-millington-5a32782/?originalSubdomain=uk https://www.feverbee.com/ https://www.feverbee.com/resources/ https://www.feverbee.com/product/community-benchmarks-and-standards/ https://www.feverbee.com/richs-blog/ https://www.amazon.com/Richard-Millington/e/B009YW6NHY/ref=dp_byline_cont_pop_book_1 Thursday, December 2 12pm ET | 11am CT | 9am PT Snack Breaks & Hot Takes is a digital series connecting you to experts in customer experience, brand owned communities, and digital contact centers. Running only 30 minutes, this event offers you an opportunity to get a snack on Khoros through Uber Eats, gain valuable insights from leading experts, and ask questions in the event chat. Join our upcoming Snack Breaks & Hot Takes session to hear Richard Millington, Founder of Feverbee, share benchmarks and key trends distilled from over 5 billion community visits on Khoros communities and Feverbee clients to help you plan for success in 2022. The last two years have seen tremendous transformation, and one of the bright spots has been the growth in online communities - specifically brand-owned communities. Harnessing this momentum to accelerate community growth means drafting budgets, HR plans, and strategies to drive growth next year. Doing this well requires strong success stories AND data to convince even the most skeptical executives. Unfortunately, such data is impossible to find, and community leaders have to rely on industry surveys and anecdotes from peers. Aggregate data and insights from the industry as a whole is nowhere to be found - until now. Richard Millington has spent the past decade helping 250+ companies develop some of the world’s largest online communities. He is the founder of FeverBee, an international community consultancy, and the author of Buzzing Communities. Richard’s clients have included Google, Facebook, Oracle, Wikipedia, EMC, Greenpeace, and many more.

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