My name’s Colin, and I’m looking for tips on how to reinvigorate a Salesforce community I manage for my company. First, some BG information on the Community in question…
Community Status: Private, 2 years in age with approx 200 members
Community Purpose: To provide a forum within which the members can share insights into (better) use of the software products they have purchased from us.
To the key problem I am seeking assistance with from learned folk on this forum…is how to encourage more organic information sharing amongst the members?
To provide further context, the software products we provide are fairly sizeable and complex in nature. This usually means a substantial financial investment on their behalf to acquire and maintain. It also means potential conflict of interest when raising topics of discussion into the forums - some of our customers are direct competitors to each other but use the same software product from us to achieve their goals. I suspect some reluctance to organically post from their side could be caused by not wanting to ‘air their laundry’ and give heads up or advantage to others.
As a company, we already have in place a current strategy of regular information sharing each week that covers Software Tips, Welcome Messages & Onboarding information to new joiners and ‘Did You Know?’ topics of interest. However the ratio of posts into the forum over the last 18 months remains stubbornly biased towards this regular information we are posting vs those questions raised organically from the community. How can we address this ratio? Do we need to stop posting as much information from our side? Post more? Different types of information instead of the regular ‘programming’? (e.g. less product and more ‘world’ related?). Does anyone have any experience of how to encourage more interactivity from a fairly ‘mature’ community base? I’m not expecting miracles, just different ways in which we can make the community more self sustaining.
The other concern I have is on how to ‘categorise’ our existing members…i.e. who are actively creating and reading posts, just reading posts or have yet to contribute anything meaningful to the forum in a while. Such information could help in producing a targeted ‘relaunch’ campaign going forward. Are there any tools or reports out there to help in this area of analytics as well?
Any thoughts on how to square this circle would be appreciated!