SlideShare a Scribd company logo
Community Manager

    Insights 2013




   Community Manager Appreciation Day 2013 #cmad
Happy Community Manager
    Appreciation Day!
         Each year, we check in with
         some of the top
         community managers in
         the industry and ask them
         about emerging trends,
         and business value to
         their company. Thanks to
         all the professionals that
         participated. Let’s start
         with an overview:
Who’s participating in your community?

                           Real engagement means
                           breaking down the silos
                 1-10      and letting any employee
2More than     employees   work with a customer to
                 40%
   26                      listen, troubleshoot, or
  38%                      brainstorm. 
                           
  10-15      15-25         In 2013 we see a big
   2%        20%
                           increase in employees
                           participating in the
                           community.
What are you measuring?
 Phone call

                                               Proving ROI and
               Email volume    Ticket volume
  volume


  Traffic to   Participating   Participating   engagement is
                                               critical. Here’s a
 community        users         employees


 Sentiment,
Customer Sat
                 Time to
                resolution
                               Support cost    few of the
                                               metrics being
Peer-to-Peer
engagement
               Net Promoter
                  Score
                               Ideas added
                                to roadmap     used to measure
                                               community
  Topics
 answered
                  Leads
                generated
                                 Contact
                                deflection     success.
 Shares to     Votes for new     Inbound
 social web      features         search
What trends are on the horizon for
community management in 2013?
Social media adopts a
                             Community approach
                           “The blurring of social media and
                            community will continue. While
                            social media is widely accepted
                            as part of the marketing mix, the
                            approach on social media will be
                            to create a more integrated
                            community feel, rather than
                            simply use the channel to push
                            product.”
                            
                            Lisa Barnett
                            Online Community Manager
                            eModeration 

Photo: Karen_roe, Flickr
In 2013, a lot
more noise. 
“There are "only" a billion
people on FB- still another 6
billion who have yet to join. As
more and more people begin
to connect to the multitude of
platforms, how will
companies/consultants cut
through the clutter to have
their message heard? Biggest
challenge but also biggest
opportunity: more people to
engage with!”

Ephraim Gopin
Community Manager
fring
We'll continue
to work on
growth 
“We'll also focus on creating
 active users; making the
 most of the community.
 How to engage people, how
 to make the community
 their preferred resource,
 etc. ”
 
Kristen Gastaldo
Community Manager
Blackbaud, Inc.
More Traffic

    More Success in 2013
“We have just moved our
 community from a private
 community to a semi-public site.
 I am excited about this change as
 this should help us reach more of
 our customers, improve
 marketing SEO, and allow us to
 plugin the widgets into our
 products. We also gain the Twitter
 feed which is cool. ”
 
 Lee Roquet

 Bitcentral
Nurturing Can Start to Bring 

                             Around Big Rewards

                    “With such huge savings in support
                     costs using the Get Satisfaction
                     platform we are now going to start
                     in 2013 giving our SMEs (subject
                     matter experts) "spiffs" if the
                     "problem" status in a post on GS is
                     resolved within a specified time-
                     frame which either leads to better
                     customer satisfaction or
                     subscription revenue at Cazoomi.”
                     
                     Clint Wilson

                     Cazoomi 


Kriztofor, Flickr
Fostering Community
           Champions
“We just launched our champions
 program, that will provide our
 customers with additional training,
 hardware to test, one on ones with
 product management, and may
 play an integral role in a product
 certification process and customer
 advisory board.”

Kristen Gastaldo
Community Manager
Blackbaud, Inc.
What benefits has your company
seen as result of your community
      management efforts?
Staying Engaged
“We have been able to engage at
least one user from 75% of the
organizations using our
product. We're focused on
integrating the community into
our implementation process, so
it's a resource from the
beginning.”

Kristen Gastaldo
Community Manager
Blackbaud, Inc.
Community 

          Provides Leads
“Customer engagement - Community
 provides Q&A, troubleshooting and
 customer service via social media.
 Users get answers to questions quickly
 - keeps them informed, engaged and,
 most of the time, happy (unless they
 don't like the answer.
 
 Community provides Leads, leads and
 more leads (thank you LinkedIn!).”
 
 Ephraim Gopin
 Community Manager
 fring
Time is of 

                The Essence
“Since I've been working in the GS
 community earlier this year, we've been
 able to improve our response time to
 community topics. Now customers
 typically get a response from an
 employee or Champ within an hour
 (during the business week), which
 ultimately leads to happier community
 members, and that's something I'm
 really proud of!”
 
 Caty Kobe
 Community Manager
 Get Satisfaction
Double Dare Ya
“Our community size
 of active SyncApps
 subscribers doubled in
 2012 to over 525 with
 some of the best
 software enhancement
 ideas coming from our
 Salesforce.com
 SyncApps users.”
 
 Clint Wilson

 Cazoomi 
 - Via Get Satisfaction
 Community
Value Your
           Relationships
“The community provides
 something no other product at
 Blackbaud has - access to every
 level of our team. Even our VP keeps
 up with the community. Most
 customers don't experience that. 
 
 Overall, our customers and entire
 team see the value!”
 
 Kristen Gastaldo
 Community Manager
 Blackbaud, Inc.
Go Ahead

                   Brag a Little
One of my favorite things we've done in the last
year to engage our community is showing them
off. We do this three different ways:

1. "Loyalty in Action" tweets using their twitter
handles and links to their sites.
2. Showcasing amazing loyalty program designs
on our Pinterest account.
3. Spotlighting creative implementations of Sweet
Tooth on our blog.

Our community has been super responsive to this
because who doesn't like to show off their hard
work and success?

Sherrie Rohde
User Experience Manager
Sweet Tooth
Responsive Savings
“We use our community to
improve the customer
experience and reduce
operating costs. Both Badgeville
and Get Satisfaction have
helped us achieve significant
savings with 72% Peer-to-Peer
Response Rate.”
Nathan Roth,
Community Strategist
Koodo Mobile
getsatisfaction.com

More Related Content

PDF
PPC Basics
PDF
An intro guide_-_how_to_use_twitter_for_business
PPTX
Digital Engagement: 5 Steps to Build, Analyze & Measure Your Digital Engageme...
PDF
How to use pinterest for business
PPTX
AllFamous Digital Company Profile
PDF
Community Manager Insights - 2011
PDF
Digital Engagement Journey | Keynote Jay Ramsanjhal
PDF
The 4C's of the Conversation Company
PPC Basics
An intro guide_-_how_to_use_twitter_for_business
Digital Engagement: 5 Steps to Build, Analyze & Measure Your Digital Engageme...
How to use pinterest for business
AllFamous Digital Company Profile
Community Manager Insights - 2011
Digital Engagement Journey | Keynote Jay Ramsanjhal
The 4C's of the Conversation Company

What's hot (20)

PDF
Gamification - Level 1
PDF
Liv Social media kit
PDF
Burson Marsteller Somessozurich08
PDF
The (Im)possible Role of the Social Media Manager
PDF
Customer first without compromise
POTX
Social Media and Community Management 101
PDF
How Groupon Manages 15 Million Social Relationships
PDF
Interacting with Social Media to Strengthen Communication Strategies
PDF
What is social media really about ?
PDF
Nonprofits Guide to the Internet
PPTX
Nrg marketing group
PDF
Artemis Attribution Weighting - Havas Digital Insights
PDF
20 Social Media Business Trends in 2011
PDF
Social Media Monitoring the Alterian Ecademy Opportunity
PDF
The Sophisticated Marketer's Guide to LinkedIn: The Webinar
PDF
Social Media Made Me Do It
PDF
Social Media 2010: Competitive Advantage and Survival
PDF
Using Social Networks to Increase Channel Selling
PDF
Power Social Marketing 2.0...
PDF
Portus imaging consultation
Gamification - Level 1
Liv Social media kit
Burson Marsteller Somessozurich08
The (Im)possible Role of the Social Media Manager
Customer first without compromise
Social Media and Community Management 101
How Groupon Manages 15 Million Social Relationships
Interacting with Social Media to Strengthen Communication Strategies
What is social media really about ?
Nonprofits Guide to the Internet
Nrg marketing group
Artemis Attribution Weighting - Havas Digital Insights
20 Social Media Business Trends in 2011
Social Media Monitoring the Alterian Ecademy Opportunity
The Sophisticated Marketer's Guide to LinkedIn: The Webinar
Social Media Made Me Do It
Social Media 2010: Competitive Advantage and Survival
Using Social Networks to Increase Channel Selling
Power Social Marketing 2.0...
Portus imaging consultation
Ad

Similar to Community Manager - Insights 2013 (20)

PDF
Community Manager Insights 2012
PPTX
Social Business and Social Media Marketing
PDF
The State of Community Management 2018
PPTX
Social Support and Total Community
PDF
The State of Community Management 2019
PDF
Lithium whitepaper: Hey, Tech! Get Serious About Social Customer Enlistment
PDF
Building Blocks for the Enterprise of the Digital Age | Enterprise Digital Su...
PPTX
SPSNYC Building Social Solutions
PDF
How to sell the vision & value of online community
PPT
2011 Kickoff Event Presentation Materials: Community in the Enterprise
PDF
CEB AWARD SUBMISSION - Innovations - IBM - June 2016
PDF
Digital Channel Hype versus Good Old Customer Value
PPTX
Social Media Strategy
PDF
A Roadmap to Building Online Community
PDF
The Business of Social Business
PDF
The unsocial company
PPTX
The ROI of Social CRM
PPT
Social CRM DeMystified: The Business & Customer Benefits
PDF
Using community management strategies to build relationships, support culture...
PPT
Tribalization Of Business 2009 Webinar
Community Manager Insights 2012
Social Business and Social Media Marketing
The State of Community Management 2018
Social Support and Total Community
The State of Community Management 2019
Lithium whitepaper: Hey, Tech! Get Serious About Social Customer Enlistment
Building Blocks for the Enterprise of the Digital Age | Enterprise Digital Su...
SPSNYC Building Social Solutions
How to sell the vision & value of online community
2011 Kickoff Event Presentation Materials: Community in the Enterprise
CEB AWARD SUBMISSION - Innovations - IBM - June 2016
Digital Channel Hype versus Good Old Customer Value
Social Media Strategy
A Roadmap to Building Online Community
The Business of Social Business
The unsocial company
The ROI of Social CRM
Social CRM DeMystified: The Business & Customer Benefits
Using community management strategies to build relationships, support culture...
Tribalization Of Business 2009 Webinar
Ad

More from C.Y Wong (20)

PDF
Untitled Presentation
PDF
Top 10 ways_to_improve
PDF
B2B Content Marketing 2012
PDF
Whitepaper New Content Marketer
PDF
Inbound Marketing Cheat Sheet
PDF
Getting Started with SEO
PDF
Getting Started with Marketing Measurement
PDF
Facebook Advertising Performance
PDF
Combining Knowledge and Data Mining to Understand Sentiment
PDF
Best Practices from the Worlds Most Social Brands
PDF
How to Use Twitter for Business
PPTX
10 Awesomely Provocative Stats for Your Agency's Pitch Deck
PDF
Top Five Metrics for Revenue Generation Marketers
PDF
Managing the Social Media Mix
PDF
The Definitive Guide to Marketing Automation
PDF
Strong Success Guide - 13 Cross Channel Marketing Strategies for 2013
PDF
Customer Lifecycle Engagement
PDF
Digital Marketing Plan Template
PDF
47 Amazing Blog Designs
PDF
The Rise of Digital Influence
Untitled Presentation
Top 10 ways_to_improve
B2B Content Marketing 2012
Whitepaper New Content Marketer
Inbound Marketing Cheat Sheet
Getting Started with SEO
Getting Started with Marketing Measurement
Facebook Advertising Performance
Combining Knowledge and Data Mining to Understand Sentiment
Best Practices from the Worlds Most Social Brands
How to Use Twitter for Business
10 Awesomely Provocative Stats for Your Agency's Pitch Deck
Top Five Metrics for Revenue Generation Marketers
Managing the Social Media Mix
The Definitive Guide to Marketing Automation
Strong Success Guide - 13 Cross Channel Marketing Strategies for 2013
Customer Lifecycle Engagement
Digital Marketing Plan Template
47 Amazing Blog Designs
The Rise of Digital Influence

Recently uploaded (20)

PDF
2.FourierTransform-ShortQuestionswithAnswers.pdf
PDF
01-Introduction-to-Information-Management.pdf
PDF
Insiders guide to clinical Medicine.pdf
PDF
O7-L3 Supply Chain Operations - ICLT Program
PDF
O5-L3 Freight Transport Ops (International) V1.pdf
PDF
BÀI TẬP TEST BỔ TRỢ THEO TỪNG CHỦ ĐỀ CỦA TỪNG UNIT KÈM BÀI TẬP NGHE - TIẾNG A...
PDF
3rd Neelam Sanjeevareddy Memorial Lecture.pdf
PDF
Introduction-to-Social-Work-by-Leonora-Serafeca-De-Guzman-Group-2.pdf
PPTX
Cardiovascular Pharmacology for pharmacy students.pptx
PPTX
human mycosis Human fungal infections are called human mycosis..pptx
PDF
Origin of periodic table-Mendeleev’s Periodic-Modern Periodic table
PDF
FourierSeries-QuestionsWithAnswers(Part-A).pdf
PDF
Open folder Downloads.pdf yes yes ges yes
PDF
Microbial disease of the cardiovascular and lymphatic systems
PPTX
Pharma ospi slides which help in ospi learning
PDF
102 student loan defaulters named and shamed – Is someone you know on the list?
PPTX
school management -TNTEU- B.Ed., Semester II Unit 1.pptx
PDF
Physiotherapy_for_Respiratory_and_Cardiac_Problems WEBBER.pdf
PPTX
Renaissance Architecture: A Journey from Faith to Humanism
PPTX
master seminar digital applications in india
2.FourierTransform-ShortQuestionswithAnswers.pdf
01-Introduction-to-Information-Management.pdf
Insiders guide to clinical Medicine.pdf
O7-L3 Supply Chain Operations - ICLT Program
O5-L3 Freight Transport Ops (International) V1.pdf
BÀI TẬP TEST BỔ TRỢ THEO TỪNG CHỦ ĐỀ CỦA TỪNG UNIT KÈM BÀI TẬP NGHE - TIẾNG A...
3rd Neelam Sanjeevareddy Memorial Lecture.pdf
Introduction-to-Social-Work-by-Leonora-Serafeca-De-Guzman-Group-2.pdf
Cardiovascular Pharmacology for pharmacy students.pptx
human mycosis Human fungal infections are called human mycosis..pptx
Origin of periodic table-Mendeleev’s Periodic-Modern Periodic table
FourierSeries-QuestionsWithAnswers(Part-A).pdf
Open folder Downloads.pdf yes yes ges yes
Microbial disease of the cardiovascular and lymphatic systems
Pharma ospi slides which help in ospi learning
102 student loan defaulters named and shamed – Is someone you know on the list?
school management -TNTEU- B.Ed., Semester II Unit 1.pptx
Physiotherapy_for_Respiratory_and_Cardiac_Problems WEBBER.pdf
Renaissance Architecture: A Journey from Faith to Humanism
master seminar digital applications in india

Community Manager - Insights 2013

  • 1. Community Manager
 Insights 2013 Community Manager Appreciation Day 2013 #cmad
  • 2. Happy Community Manager Appreciation Day! Each year, we check in with some of the top community managers in the industry and ask them about emerging trends, and business value to their company. Thanks to all the professionals that participated. Let’s start with an overview:
  • 3. Who’s participating in your community? Real engagement means breaking down the silos 1-10 and letting any employee 2More than employees work with a customer to 40% 26 listen, troubleshoot, or 38% brainstorm. 10-15 15-25 In 2013 we see a big 2% 20% increase in employees participating in the community.
  • 4. What are you measuring? Phone call Proving ROI and Email volume Ticket volume volume Traffic to Participating Participating engagement is critical. Here’s a community users employees Sentiment, Customer Sat Time to resolution Support cost few of the metrics being Peer-to-Peer engagement Net Promoter Score Ideas added to roadmap used to measure community Topics answered Leads generated Contact deflection success. Shares to Votes for new Inbound social web features search
  • 5. What trends are on the horizon for community management in 2013?
  • 6. Social media adopts a Community approach “The blurring of social media and community will continue. While social media is widely accepted as part of the marketing mix, the approach on social media will be to create a more integrated community feel, rather than simply use the channel to push product.” Lisa Barnett Online Community Manager eModeration Photo: Karen_roe, Flickr
  • 7. In 2013, a lot more noise. “There are "only" a billion people on FB- still another 6 billion who have yet to join. As more and more people begin to connect to the multitude of platforms, how will companies/consultants cut through the clutter to have their message heard? Biggest challenge but also biggest opportunity: more people to engage with!” Ephraim Gopin Community Manager fring
  • 8. We'll continue to work on growth “We'll also focus on creating active users; making the most of the community. How to engage people, how to make the community their preferred resource, etc. ” Kristen Gastaldo Community Manager Blackbaud, Inc.
  • 9. More Traffic
 More Success in 2013 “We have just moved our community from a private community to a semi-public site. I am excited about this change as this should help us reach more of our customers, improve marketing SEO, and allow us to plugin the widgets into our products. We also gain the Twitter feed which is cool. ” Lee Roquet
 Bitcentral
  • 10. Nurturing Can Start to Bring 
 Around Big Rewards “With such huge savings in support costs using the Get Satisfaction platform we are now going to start in 2013 giving our SMEs (subject matter experts) "spiffs" if the "problem" status in a post on GS is resolved within a specified time- frame which either leads to better customer satisfaction or subscription revenue at Cazoomi.” Clint Wilson
 Cazoomi Kriztofor, Flickr
  • 11. Fostering Community Champions “We just launched our champions program, that will provide our customers with additional training, hardware to test, one on ones with product management, and may play an integral role in a product certification process and customer advisory board.” Kristen Gastaldo Community Manager Blackbaud, Inc.
  • 12. What benefits has your company seen as result of your community management efforts?
  • 13. Staying Engaged “We have been able to engage at least one user from 75% of the organizations using our product. We're focused on integrating the community into our implementation process, so it's a resource from the beginning.” Kristen Gastaldo Community Manager Blackbaud, Inc.
  • 14. Community 
 Provides Leads “Customer engagement - Community provides Q&A, troubleshooting and customer service via social media. Users get answers to questions quickly - keeps them informed, engaged and, most of the time, happy (unless they don't like the answer. Community provides Leads, leads and more leads (thank you LinkedIn!).” Ephraim Gopin Community Manager fring
  • 15. Time is of 
 The Essence “Since I've been working in the GS community earlier this year, we've been able to improve our response time to community topics. Now customers typically get a response from an employee or Champ within an hour (during the business week), which ultimately leads to happier community members, and that's something I'm really proud of!” Caty Kobe Community Manager Get Satisfaction
  • 16. Double Dare Ya “Our community size of active SyncApps subscribers doubled in 2012 to over 525 with some of the best software enhancement ideas coming from our Salesforce.com SyncApps users.” Clint Wilson
 Cazoomi - Via Get Satisfaction Community
  • 17. Value Your Relationships “The community provides something no other product at Blackbaud has - access to every level of our team. Even our VP keeps up with the community. Most customers don't experience that. Overall, our customers and entire team see the value!” Kristen Gastaldo Community Manager Blackbaud, Inc.
  • 18. Go Ahead
 Brag a Little One of my favorite things we've done in the last year to engage our community is showing them off. We do this three different ways: 1. "Loyalty in Action" tweets using their twitter handles and links to their sites. 2. Showcasing amazing loyalty program designs on our Pinterest account. 3. Spotlighting creative implementations of Sweet Tooth on our blog. Our community has been super responsive to this because who doesn't like to show off their hard work and success? Sherrie Rohde User Experience Manager Sweet Tooth
  • 19. Responsive Savings “We use our community to improve the customer experience and reduce operating costs. Both Badgeville and Get Satisfaction have helped us achieve significant savings with 72% Peer-to-Peer Response Rate.” Nathan Roth, Community Strategist Koodo Mobile