Community and Customer Success: Driving Customer Engagement Through Collaboration

Peers Over Beers - Community Experts Podcast

In this episode of Peers over Beers, Nicole Saunders and Christopher Detzel have an insightful discussion about building relationships between community and customer success teams in order to drive greater customer engagement. They discuss tactics for integrating community into the customer journey from the outset, including onboarding new customers to the community. They also talk about creating aligned goals and metrics to demonstrate the business impact of community on customer success KPIs.

Other topics covered include enabling customer success teams through content sharing, facilitating community events for customers, and optimizing program offerings based on data and impact. Overall, Saunders and Detzel provide a wealth of practical tips for leveraging community to enhance customer success initiatives and foster collaboration between the two teams. Their conversation offers valuable lessons for community leaders looking to strengthen cross-functional partnerships within their organizations.