Strategic Community Roadmap
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YEAR 0 - 1YEARS 1 - 2YEARS 2 - 4YEARS 4 - 6
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Community GoalsResolve 50% of customer questionsResolve 80% of customer questionsResolve 90% of customer questionsResolve 99% of customer questions
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Identify and communicate urgent problems to product teamsProactively trial and test ideas in community before launchProactively trial and test product and marketing ideas in the community before launching publiclyProactively trial and test product and marketing ideas in the community before launching publicly
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Use community data to prioritise problems to solveUse community data to prioritise problems to solveUse community data, enable member voting, and solicit customer ideas on key problems to solve.
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Collect great case studies from the community for sales teamCollect great case studies from the community for sales teams, web marketing team, and CEOCollect great case studies from the community for sales teams, web marketing team, and CEO
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Build a repository of best expertise to increase customer satisfaction, retention, and exploration of products/ servicesBuild a repository of best expertise to increase customer satisfaction, retention, and exploration of products/ services
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Identify sales leads through the community for sales teams
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Generate new customers through member advocacy.
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Set community challenges and crowdsource answers / ideas
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YEAR 0 - 1YEARS 1 - 2YEARS 2 - 4YEARS 4 - 6
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LurkersSearch for answers to questions.Search for answers in the community, read the weekly 'top 10' seriesSearch for answers, read the 'best of' digests
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NewcomersAsk a question in the community.Ask a question in the community, read the 'top 10' articles of all timeAsk a question, read the 'top 10' of all time articles
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IrregularsSearch for and ask questions in the communitySearch for and ask questions in the communitySearch for and ask questions in the community
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Top MembersAnswer questions in the communityAnswer questions in the community, help solicit and share case studies Answer questions in the community, share great case studies, add popular answers to the wiki, solicit and share great advice
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YEAR 0 - 1YEARS 1 - 2YEARS 2 - 4YEARS 4 - 6
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Financial$300K$1.5m$2.5M$5M+
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Staffing1 community manager1 head of community
2 support-based staff
0.5 data analyst
0.5 IT support
1 head of community
6 support-based staff
+ outsourced moderation
1 data analyst
1 IT support
1 content manager
1 dir. community
1 head of community
8 support-based staff
+ outsourced moderation
1 data analyst, 1 IT support
3 content manager
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TechnologyQ&A based platform with escalation featuresQ&A based platform with escalation features, survey features, strong analytical packageQ&A based platform with escalation features, survey features, strong analytical package, wiki/tribal, internal staff tagging knowledgeCustom platform with escalation features, survey features, strong analytical package, wiki/tribal, internal staff tagging knowledge, advocacy tools, events, lead-gen. from onboarding, competitions.
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ProcessesDirect participation from customer support staffDirect participation from customer support and engineeringDirect participation from customer, engineering, marketing, and exec. teamDirect participation from customer, engineering, marketing, exec, and sales\
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Misc/other$30k in incentives for superusers who answer questions$70k in incentives for superusers who answer questions$120k in incentives for superusers who answer questions$170k in incentives for superusers/competitions winners who answer questions
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RelationshipsStrong relationships with product teams to resolve problems
Strong relationships with product, engineering, and sales teamsStrong relationships & direct authority with/over areas of product, engineering, sales, IT, marketingDirect authority with/over areas of product, engineering, sales, IT, marketing, finance
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