Naturally – Salesforce is at the forefront, if not a driver of this shift. Salesforce Communities was developed with this in mind. Salesforce encourages you to put engagement at the forefront of your business strategy with a focus on anytime, anywhere access to information.
Communities bring together business process and collaboration and have the ability to transform the way companies work with customers and partners.
But now for many companies the question is how do you make sure you are building a successful community? And what makes a community successful?
Our Social Business Practice Director, Liliana Osorio has written an e-book to help you get a better understanding of how to build an awesome community. You can download the e-book here right now, but in the mean time here’s something to wet your appetite…
Start with the end in sight: The key to assessing the success of a community is to set off with a clear understanding of what value the community will bring to the business and its users, and how you plan to measure it. There are some standard ways of measuring the success of your community like call deflection, increased sales, reduced marketing costs or customer satisfaction – but remember that there are as many ways of defining success as goals you have mapped for you community.
Enable a community manager: The community manager will be the face of your brand and therefore needs to clearly articulate your organisation’s mission and values. A good community manager is a natural worker both on and offline, is entrepreneurial, can empathise with the community members and has a penchant for analytics. It is fundamental that the manager focus not just on publishing information to be consumed by the users but that he spends time putting community members in touch with each other, to ensure members are getting value from engaging in the community.
Enable valuable interactions: A successful community allows its members to have access to things that they never would otherwise. Members choose to be a part of the community because they want to add value with their participation and get the most from the interaction – that can be access to information on product development, access to experts who are both employees or advanced users, or access to like-minded people, who share the same interests.
Make it fun and easy to use: Getting past the login barrier is something that keeps many community managers up at night. But there are solutions to help fight this problem – make it fun, by gamifying the experience, and easy to use, through a well planned user experience. The use of game mechanics such as badges, trophies or leaderboards, is gaining more and more importance and helps drive a lot of engagement. However, remember to keep it easy to use so when your users log into the community, they know what steps to take to make the most of the experience provided in the community.
Available anytime, anywhere: If you want your community to be successful and highly adopted you’ll have to let your users access it how they want it. And that could be anytime, anywhere. Some community platforms make it easy for you as they already come with mobile ready solutions, such as the Salesforce Communities. The important thing is to consider what the experience is you are going to provide across different devices, and to understand what access your users want to have on either device is key to providing them with a good mobile app.
Interested in getting started with your Salesforce Community? Visit our web page to find out how we can kick-start your project in a few short days.
Posted by Sarah on 26 March 2014