Demonstrating Value: From Individual Metrics to Shared Outcomes | Jon Wishart @ Loop: Summit 2025 скачать в хорошем качестве

Demonstrating Value: From Individual Metrics to Shared Outcomes | Jon Wishart @ Loop: Summit 2025

Join our Community Cohort: https://thecommunitycollective.co/cohort Join our newsletter: https://the-community-roundup.beehiiv... Explore CHAOS: https://thecommunitycollective.co/chaos We are a community for community builders. We serve businesses to build the most impactful communities of our time. Why? Because community building is the new currency & the next best business strategy. But building an impactful one can be tough, exhausting & lonely. We're here to change that and we’re taking you there with us. How? Through our 8-week Community Cohort to build a community strategy for a business, recruitment to hire top community talent or coaching for 1-1 support. #community #engagement #communitybuilding _________ Jon Wishart, Community Strategy Lead at Gainsight [   / gainsight  ], tackles one of community management's toughest challenges: proving value beyond vanity metrics. With two decades of experience helping enterprise brands build communities, Jon shares a practical three-level framework that moves beyond individual data points to tell the complete story of how community drives business outcomes while keeping members at the heart of every metric. In this session Jon shares: ✅ The "How Do I, How Do You, How Do We" framework for understanding member journey progression ✅ A three-tier measurement system: Activity Metrics → Departmental Impact → Strategic Business Outcomes ✅ Support deflection formulas that connect member engagement to actual cost savings ✅ How to join community data with CRM and customer success platforms for shared outcome stories ✅ Real-world example from Airtable showing 15% retention improvement through integrated community and education ✅ Techniques for reframing the same metrics to demonstrate value across multiple departments KEY TAKEAWAY: Community value isn't an ROI calculation, it's a reciprocal story that starts with member benefit and cascades into measurable business outcomes. TIMESTAMPS 0:01 - Introduction and the problem with traditional ROI thinking 2:12 - Why value must be reciprocal: Members first, business second 4:32 - The member journey framework: How Do I → How Do You → How Do We 6:55 - Understanding the progression from transactional to collaborative community 9:21 - Level 1: Activity metrics and why they still matter for viability 11:38 - Level 2: Departmental impact metrics that connect to stakeholders 13:52 - Support deflection formula and how to customize it for your organization 16:15 - Level 3: Strategic business outcomes and the long game 18:37 - Joining data sources: Community + CRM + Customer Success platforms 21:03 - Case study: Airtable's [   / @airtableapp  ] 15% retention lift through integrated community 23:21 - Q&A: Showing impact across departments and determining support ticket costs 28:13 - Q&A: Measuring engagement: Do reactions and lurkers count? About the Speaker: Jon has been working with enterprise communities for over two decades helping hundreds of brands launch and grow their programs. At Gainsight [   / gainsight  ], Jon aids customers and prospects to build full-scope community strategies and roadmaps while consistently showing measurable ROI. About Loop Summit: Loop is a 24-hour global community summit hosted by CMX, Led by Community, and The Community Collective.