Should we let trial customers into our community?

(Gillian Wu) #1

Hi all, I’m a community manager for a B2BC startup, and I’m facing some executive pushback on allowing trial customers into our community.

The pros:

  • Trial customers in the community convert to paid at a higher rate (I have the data to prove it)
  • Trial customers in the community submit fewer support tickets (data here too)

The cons:

  • When a trial customer chooses not to upgrade to paid, and posts about it in our community (I moderate heavily, but some things do slip through), the executive team sees that and they freak.

Any pointers for helping convince my bosses to continue allowing trial customers into the community, apart from reporting on the pros I’ve listed above? Links to articles, best practices, etc. would be so helpful.