In Before The Lock

How to successfully (and unsuccessfully) migrate your community to a new platform. Community Industry News: Mary Yakuri Hodges was promoted to Community Manager at Workato Paul Bradley joined Agorapulse as Head of Global Community Marissa Dimino Burns joined Salesforce as Senior Community Manager Tiffany Oda joined Venafi as Director, Community Operations Stephanie Nakano joined Coda as Community...

How Customer Success and Community can partner to ignite education, adoption, satisfaction, upsells, renewals, retention, and advocacy. Brian Rights A Wrong: Molli Aronce Community Industry News: Higher Logic Acquired Vanilla Mighty Networks raised $50M in a Series B Nisha Baxi joined Gong as Head of Community Sharath joined Product Hunt as Community Programs Manager Mark Finnern joined Outschool...

How to drive product enhancements and innovation through crowdsourced ideation programs with your community. Community Industry News Erin O'Neill joined Funnel IQ as Community Manager Diana Morgan joined Copy.ai as Head of Community Lauren Lee joined Puppetize as Community Director Molli Aronce joined Facebook Reality Labs as Community Manager Kristina Prickett joined Moxie as Senior Community Str...

Working with Product and Engineering to gather customer feedback, increase feature adoption, and build better products with communities. Community Industry News: Common Room raised $32.3 Million in a Series B Higher Logic launches new product packaging Philippe Beaudette joined StackOverflow as Community Manager (Trust & Safety) Or Manor joined ThinkUp Global as Community Manager Jillian Bejtlich...

Preparing for crises in your community before they happen, acting (or not) in the moment, and recalling some of our most painful/hilarious brushes with drama. Community Industry News: David Spinks' new book: The Business of Belonging: How to Make Community Your Competitive Advantage Bevy raised Series C $40m from black and women investors Atlassian Community 2020 Year In Review Joceyln Hsu promote...

How Community and Marketing teams can partner together to attract new prospects, convert them into paying customers, and educate them about new product offerings to drive shared value. Community Industry News: Tesla shutting down their forum in favor of "social hub" CMX Community Apprenticeship   Rosie Sherry joins Orbit as their first community hire Amanda Boyle joins Github as Community Strategy...

Defining, measuring, and executing community engagement programs to grow your community and achieve your business goals. Also, Peeps. Community Industry News: Holly Firestone promoted to VP, Community Advice for DEI in Your Communities Circle raises $4M Commsor raises $16M Twitter announces 'Communities' Engagement: Definition of Engagement Definition of Thread Depth Definition of Solution Rate De...

Partnering with Legal for all of your community needs, staying out of prison, and an egregious misuse of the Salesforce blue cloud logo. Community Industry News: CMX 2021 Community Industry Report Community-Led Pledge Working With Legal A checklist for how to partner with Legal Sponsored by: Hivebrite is an all-in-one community management platform that empowers organizations of all sizes and secto...

Everything you need to know about building world-class content programs for your community, step-by-step. Community Industry News: Happy CMAD! Khoros acquires Flow.ai Community Club Job Survey CR State of Community Management 2021 CMX 2021 Community Industry Awards Content is Queen: Matt DeSimone Alteryx Community HubSpot Community Telluride Heli-Skiing Sponsored by: Grow your community and prove...

How to leverage Groups to strategically scale your community. Community Industry News: Khoros acquires TopBox IBM acquired 7Summits Alteryx Community 2020 Wrap Emails Groups: 16: Presentations, networking, and food Vanilla's 2021 Community Predictions eBook Brian tweeted asking who uses Groups effectively Join the "Erica Kuhl Sux" group Sponsored by: Vanilla cloud-based customer community software...

Working collaboratively with Customer Support to build a self-service community, ramping efficiency, and creating business value. Working with Customer Support: Deflection Brian's CMX 2016 Talk On Support Communities Community Launch Guide Brian's TSIA presentations: 2017 and 2018 Tribal Knowledge Brian's IS-CL Presentation on Calculating ROI Solution Rate Responsiveness Sponsored by: Vanilla clou...

Erica and Brian revisit their 2020 predictions, discuss current trends, and look ahead to 2021. Trends and Predictions: 2: The next normal Community Club Jobs Board "He hit a home run, and didn't even realize it." Aftershow: Grandma Oblinger's Dream Bar recipe Sponsored by: Vanilla's 2021 Community Predictions eBook Localist 's community event platform gives you the tools to connect, grow and enga...

How to effectively engage Executives to sell the idea of community, gain their buy-in, and partner for success. Gaining Executive Buy-In: 3: Sell the why 21: Everybody wants the big title "Sell me this pen." Brian's IS-CL presentation How to stall in a meeting Sponsored by: Localist 's community event platform gives you the tools to connect, grow and engage your community. Hivebrite is an all-in-o...

A Thanksgiving Special: Extending gratitude and telling stories about people that changed our careers and lives forever. Giving Thanks: Jon Wishart Holly Firestone Joe Cothrel Karen Mangia Karen's Books Our Sponsors: Khoros , Community Club , and CMX You! Our Listeners! Aftershow - Favorite Thanksgiving Recipes: Corn Casserole Brownies  & Icing Pumpkin Maple Baked Bean Cornbread Casserole Sponsore...

A special live episode recorded at Vanilla Conversations. Erica and Brian talk about their experiences as VPs of Community and what it takes to get to that level. Related episodes: Crafting a vision Building teams and leading people Sponsored by: Vanilla cloud-based customer community software. Drive loyalty, grow sales, and reduce service costs

Enlisting, enabling, and motivating internal employees to take an active role in the success of your customer community. Employee Engagement Sample Employee Guidelines Sponsored by: Localist 's community event platform gives you the tools to connect, grow and engage your community. Vanilla Conversations brings together practitioners from around the world to share their stories, their experiences a...

Erica and Brian take a break from election results to talk about imposter syndrome, mental health, and finding trusted confidants. All the feels: Joanna Bloor Erica's Blog Post Ted Lasso Holly Firestone Sponsored by:  Community Club - Whether you're an experienced community manager, just starting out, a founder building a community-driven business, or just community curious, the club has something...

Creating a culture in and around your community. Also, epic story time with Erica and Brian — you don't want to miss it. Some personal news: brianoblinger.com ericakuhl.com Creating culture: V2MOM Erica talking culture on the Culture Amp pod Aftershow: SteveMo on stage with Macklemore Sponsored by: Vanilla Conversations brings together practitioners from around the world to share their stories, th...

In this very special episode of the pod recorded live at CMX Summit 2020, Erica and Brian walk through the finer points of launching a new community using their free Community Launch Guide. Go For Launch: Community Launch Guide Minimum Viable Community Community Industry Terms Glossary everyoneknowsmaria.com

A special live episode about community events - user groups, VIP events, and conferences - on Khoros' new events platform. Events: Event page on Khoros' Atlas Community Salesforce Trailblazer Groups Alteryx User Groups Sponsored by: Khoros Engage is back on October 14th, 2020 with virtual sessions for professionals looking to learn from brands leading the way in digital customer engagement.

Custom shirts for community pros, moderation best practices, and a role-play in which Erica drops the ban hammer on Brian. Get Your Community Shirts!: https://ib4tl.fm/shirts Moderation: Former YouTube Mod is suing because of PTSD Facebook paid $52m to Mods with PTSD Adam Nichols Definition: Moderator Definition: Moderator Guidelines Definition: Abuse Reports Sponsored by: Khoros Engage is back on...

Erica and Brian answer the question "where should community live in an organization?" and detail the pros and cons of each department. Where should the community live?: Brian's talk on customer support community strategy Episode 4 about Customer Experience Aftershow: Pink Whitney Breckenridge Whiskey Arnold Palmer commercial Sponsored by:  Localist 's community event platform gives you the tools t...

Data-driven community UI/UX design, best practices, and Brian's hatred of ridiculously large hero images. Design: Hero image Joe Cothrel "Above the fold" Glowing Blue 7Summits Sponsored by: Vanilla cloud-based customer community software. Drive loyalty, grow sales, and reduce service costs The Localist event platform aggregates, automates and analyzes all of your events, so you can grow your commu...

Architecting a team, building culture, and leading people to be the best they can be. Also, epic rants by Brian. Architecting a Team Resource: Community Team Leveling Guide Resource: Sample Community Org Structure Resource: Community DACI Holly Firestone ( Theme Song ) Julie Hamel Sponsored by: Localist 's community event platform gives you the tools to connect, grow and engage your community Vani...

Translating your strategy into technical requirements, engaging with community platform vendors, and negotiating the best deal. Pre-Show: Brian doesn't have COVID-19 Resource: Community Launch Guide Platform Vendor Selection: Brian's twitter thread on vendor selection Builtwith.com Feverbee's community platform comparison tool Resource: Platform Vendor Scorecard Sponsored by: Vanilla cloud-based c...