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Community Management

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March 26, 2012

Soumik Ganguly asked a question

What are the core skill sets of a community manager?

Customer Service

Marketing

Community Management

Community Manager

Feb. 24, 2012

Joe Chernov asked a question

What B2B companies are the best at operationalizing a "customer advocacy" program?

Jan. 21, 2012

Laura Gluhanich and 6 other people answered this question at this roundtable

Community Management 101: Startup Edition [1/4 @ 11 am]

How do you balance day to day activities with longer term projects? How do you get time to focus?

I love the idea of small-scale-scrumming. Thanks!

Jan. 18, 2012

Matthew Barnaby answered this question

Should customer service channels be considered communities? Why or why not?

Interestingly I was only talking to someone about the Dell model where the online community has grown to become it's own customer service function. Some people respond to thousands of help queries per year without payment. So I think in such examples online customer service ... more

Jan. 18, 2012

Caty Kobe asked a question

What are the best ways to ethically seed a social campaign?

Jan. 18, 2012

Caty Kobe and 1 other person answered this question

How will the role of a community manager change in 2012?

The only certification course that I've seen to date is the WOMMA one I mentioned above... and it hasn't yet started. According to the information page, this course aims to teach participants about moderating/ engaging users online, planning content and other skills that are useful ... more

Jan. 17, 2012

Caty Kobe answered this question at this roundtable

Community Management 101: Startup Edition [1/4 @ 11 am]

How do you measure if a community manager is doing a good job? What are baseline KPIs?

I actually attended a session at CLS West (http://clswest.wikia.com/) on this very topic! Ultimately, the KPIs and metrics you choose to use are going to vary based on your company, which platforms you're using and what the ultimate goal is. However, here's a few of ... more

Jan. 13, 2012

Tim Minahan and 1 other person answered this question

What are your tips for building community loyalty?

Agree with Jesse, authenticity is paramount.
Responsiveness is also critical. You can't let a question or dialogue linger long without response. The essence of a community -- either online or off -- is engagement.
Frequency is also vital, especially when just starting a community. You ... more

Jan. 12, 2012

Derek Shanahan answered this question at this roundtable

Community Management 101: Startup Edition [1/4 @ 11 am]

What are some of the biggest mistakes that you see rookie CMs making?

1. The ultimate sin you just don't see veterans do is get confrontational/defensive in the face of issues, nasty users, or criticism.
2. Worrying exclusively about total #'s on social metrics. The proverbial quantity over quality rabbit hole.
3. Blindly chasing trends/platforms/social network penetration without ... more

Jan. 10, 2012

Carlos Hidalgo and 16 other people answered this question

Will 2012 be the year of the customer?

I do not necessarily think this is the year of the customer - as has been said by several already, the customer has always had the options and control in terms of where and how they spend. A great example of this is the downfall ... more

Jan. 8, 2012

Kavitha Jhaveri and 2 other people answered this question at this roundtable

Community Management 101: Startup Edition [1/4 @ 11 am]

How do you deal with failed initiatives, programs, projects?

Failure is what happens when a certain incident or task does not perform as per resolve & expectation. One could say-Big Deal! there are other fishes in the pond.This is not the first time such a thing as happened on this planet! Well all said ... more

Events

Lead Nurturing 202: The Next Generation May 31 @ 11 am PT
The Tricks to Paid Media June 6 @ 11 am PT
Display Advertising for Brand Awareness June 20 @ 11 am PT

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Elizabeth Fairleigh

Points: 40

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Catherine Goldberg

Points: 35

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Brian Vellmure (@BrianVellmure)

Points: 33

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