Best-in-class communities measure behavior over activity – SOCM Fact #12

Metrics play a big part in tracking activity in communities, but there is more that just the basic measures to look at. The best communities go beyond the basics to look at more detailed behavior to truly track their activity. Many communities are making these measures a part of their planning from the very beginning. Also focusing on the end product instead of the starting point helps communities with their effective planning.

Key Takeaways:

• 1. Start with what you want to see, not with what you have.
• 2. Push the value conversation.
• 3. Make metrics a part of the strategic conversation from day one.

“When preparing your data – remember who it’s going to. Your immediate boss may want the intimate details of which customer forums are generating the fastest community response times to support questions.”

https://www.communityroundtable.com/state-of-community-management/socm-fact-12-best-in-class-communities-measure-more-than-activity/