COMMUNITY STRATEGY
Community Purpose Statement
The [Company] Community exists to [help customers/enable peers]
to [achieve outcome] through [peer connection/knowledge sharing/collaboration].
Community Goals
| Goal |
Metric |
Target |
| Member acquisition |
Monthly new members |
|
| Engagement |
Monthly active members |
|
| Support deflection |
Questions answered in community |
|
| Retention impact |
NRR of community members |
|
| Advocacy generation |
Advocates from community |
|
Community Type Selection
| Type |
Best For |
Effort Level |
| Discussion forum |
Q&A, knowledge sharing |
Medium |
| Slack/Discord |
Real-time connection |
High |
| LinkedIn group |
Professional networking |
Low |
| Custom platform |
Full control, integration |
High |
PLATFORM SELECTION
Platform Comparison
| Platform |
Cost |
Customization |
Integration |
Best For |
| Discourse |
$ |
High |
Medium |
Discussion |
| Circle |
$ |
Medium |
Medium |
Course + community |
| Slack |
$ |
Low |
High |
Real-time |
| Discord |
Free/$ |
Medium |
Medium |
Tech/casual |
| Gainsight |
$$ |
High |
High |
Enterprise |
| Salesforce |
$$ |
High |
High |
Enterprise |
Selection Criteria
| Criterion |
Weight |
Platform A |
Platform B |
| Cost |
15% |
/5 |
/5 |
| Ease of use |
20% |
/5 |
/5 |
| Customization |
15% |
/5 |
/5 |
| CRM integration |
20% |
/5 |
/5 |
| Moderation tools |
15% |
/5 |
/5 |
| Analytics |
15% |
/5 |
/5 |
| TOTAL |
100% |
|
|
LAUNCH PLAN
Pre-Launch (4-6 weeks before)
| Week |
Activity |
| 1 |
Finalize strategy, select platform |
| 2 |
Configure platform, create structure |
| 3 |
Recruit founding members (10-20) |
| 4 |
Seed initial content |
| 5 |
Soft launch with founders |
| 6 |
Iterate based on feedback |
Launch Week
| Day |
Activity |
| Mon |
Announce to customer base |
| Tue |
Email campaign to segments |
| Wed |
Social media push |
| Thu |
Host live kickoff event |
| Fri |
Thank yous, engagement push |
Founding Member Program
| Benefit |
Expectation |
| Early access |
Post 2x/week |
| Direct input on community |
Recruit 3 members |
| VIP recognition |
Give feedback |
| Exclusive swag |
3-month commitment |
CONTENT STRATEGY
Content Mix
| Content Type |
Frequency |
Owner |
| Welcome posts |
Per new member |
Community manager |
| Discussion prompts |
3x/week |
Community manager |
| Product updates |
As released |
Product |
| Tips and tricks |
2x/week |
Customer Success |
| Member spotlights |
1x/week |
Community manager |
| AMAs/live events |
Monthly |
Various |
Engagement Prompts
- What's the best tip you've learned recently?
- How do you use [feature]?
- What's your biggest challenge this week?
- Share a win from this month!
- If you could add one feature, what would it be?
MODERATION GUIDELINES
Community Rules
- Be respectful and professional
- Keep discussions on-topic
- No spam or self-promotion
- Protect confidential information
- Share knowledge generously
- Report issues promptly
Moderation Response
| Issue |
Response Time |
Action |
| Spam |
<1 hour |
Remove, warn |
| Off-topic |
<4 hours |
Redirect |
| Heated discussion |
<2 hours |
Cool down, mediate |
| Policy violation |
<1 hour |
Remove, warning/ban |
| Support request |
<4 hours |
Redirect to support |
GROWTH TACTICS
Acquisition Channels
| Channel |
Tactic |
Expected Conversion |
| Onboarding |
Invite in welcome series |
10% |
| Email |
Dedicated campaigns |
5% |
| In-app |
Notification/banner |
3% |
| CSM |
Personal invitation |
20% |
| Events |
Community promotion |
15% |
Engagement Drivers
SUCCESS METRICS
| Metric |
Definition |
Target |
| Total members |
Signed up |
|
| Monthly active members |
Active in 30 days |
>25% |
| Posts per week |
Total posts |
|
| Response rate |
Questions answered |
>80% |
| Average response time |
Time to first reply |
<4 hrs |
| Member NPS |
Community satisfaction |
>50 |