All about community measurement - Part 1: Building a framework to measure performance, defining KPIs and health metrics, and partnering internally to accelerate your efforts. Framework for measurement: What are the business problems (Goals) you’re trying to solve? “We need to reduce our support costs” What is the approach (Strategy) you will take to meet those goals? “We will build a self-service support community” How will you measure (KPIs) the performance of your strategy? “Dollar value of community-served support queries” What data (Metrics) will you need to calculate your KPIs? “# Visits, Survey Results, Cost Per Case, Community Cost” KPIs, health metrics, and program-specific measurement: Resource: Community Metrics Template Erica’s blog: It’s All About That Data Mark Finnern’s blog: Best in Class Enterprise Community: Salesforce Trailblazers Holly Firestone (Theme Song) Jessica Chen Lindsey Zibell Sponsored by: Vanilla cloud-based customer community software. Drive loyalty, grow sales, and reduce service costs

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