Best Practice Report

Community Metrics Must Go Beyond Actions To Show Impact

Connect Community Activities And Outcomes To Efficiency, Retention, And Growth

December 27th, 2023
Amy Bills, VP, Principal Analyst
Amy Bills VP, Principal Analyst
With contributors:
Dave Frankland , Alesia Garrett , Aidan Doyle , Shelby Muschler , Ellen Lind

Summary

As B2B leaders pay more attention to the benefits of online communities, community managers who seek to elevate their community’s influence and secure expanded investment must move beyond their comfort zone of measuring activities to a set of metrics that demonstrate business impact. This report provides a structure and examples for community managers to define and track metrics that show how the community contributes to customer retention, profitability, and growth.

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