Khoros Business Review - June 2019

Question

Date: May 31, 2019

Attendees: @Ryan_Gilmore , @Jeff_Perkinson, @IanAtJMP , @LandraRobertson , @jules , @Anonymous, @alexabaltazar , @stan_koprowski , @arati_mejdal

Agenda:

* Introductions
* SAS/JMP Goals
* Khoros Update
* Metrics & Benchmarking
* Recommendations
* Next Steps
* Monetization (time permitting)

See replies below for individual meeting notes and discussions about the meeting.

2019-05-31 SAS_JMP Business Review.pdf

Ryan_Gilmore · Answer

Recap Meeting Notes

Date: June 4, 2019

Attendees: @jules , @Jeff_Perkinson , @stan_koprowski , @arati_mejdal , @LandraRobertson

Meeting Review

* Would like to see how Khoros followed through on action items
* Appreciated the comparison to other companies
* We have better insight into our data
* More suggestions on ways to improve for those areas where we were lower in comparison to others
* Enjoyed discussion with SAS Community team
* Would like more metrics around Khoros support, e.g. response rate for tickets
* More information on roadmap specifics, e.g. blog. (Recording of roadmap webinar in May 2019)

Discussion/Ideas

* "Set It and Forget It" email campaigns. SAS community has automated email campaigns to assist with registrations. Do not involve the team's time to maintain. 
* We should increase our "call to action" email campaigns.
* To drive anonymous users back to the community, use Google Ads. Similar to how you visit a store for pants and all ads you see are now for more pants or additional clothing items.
* Kudos given for two reasons: "thanks for participating" and/or "this is really good information". Kudos not often given to the original post for a topic.
* Agreement on having a community newletter. Weekly digest preferred. Items to include: heroes, new members, member spotlight, top 5 posts. Use community users from Salesforce. Include "It's been x number of days since you visited the community"? Discussion around opting out - use community option or marketing mail. Implement during Summer 2019.
* Use Discovery to drive engagement/member growth.* Complete x number of activities and receive a prize
* Get x number of colleagues to join
* Email campaign

* How can we link community to sales? Can we show that company Y is more likely to increase purchases based on community membership? Is there a correlation between member engagement and sales?

Jeff_Perkinson · Answer

@Anonymous, @LandraRobertson, @IanAtJMP, @jules, @alexabaltazar, @arati_mejdal, @stan_koprowski please add any notes, thoughts or ideas you have from last Friday to help with the discussion tomorrow. Thanks!

Jeff_Perkinson · Answer

Ideas/notes inspired by the meeting:

* We need a more formalized program to review the moste view topics with solutions and ensure it's the best answer.
* We should give champions at companies the vision that they can create a professional reputation by participation in the Community: answering questions, blogging, etc. This could be positioned as a personal win for the champion.
* We need to find ways to drive membership and engagement.
* Engage with Tech Support more. We should have invited Duane to the meeting.
* A Community Newsletter? Monthly? How do we handle "I don't want email from the Community."?
* Should we/can we send superusers/regular visitors a note encouraging them to welcome new members (welcome wth private message?).
* Is our "your response was accepted as a solution" notification customized? Is there anything we can say that will make them feel even better? 
* Ask @ChrisHemedinger how he deals with the the "no email from the community" option in his nuturing campaigns (i.e., come back, ask a question, finish registration, etc.).
* We should look at traffic by geography for new users groups, meet ups, etc. For some geographies we could send email to join one of the Regional JMP Users Groups.
* We should have an ad for "want to create a users group in your area?" or at least put that on the Regional JMP Users Groups home page.
* Should we make Thierry_S a superuser?
* We should turn off the Value Analytics survey in the Employee Spaces. I've done this.
* Ask @ChrisHemedinger for more details about the Customer Advocacy program.
* Email campaign for "Earn [this badge] by attending Discovery/presenting at Discovery, etc"?
* We should compute revenue by company, by community membership to incentivize sales teams to encourage participation/membership in the community.