In this episode of SaaS Therapy, Todd and Casey welcome Jillian Betlick, Senior Manager of Community and Customer Advocacy at Calendly. They discuss the importance of community in business, how to build and manage a successful community, and the nuances of community engagement. Jillian shares her insights on finding community champions, measuring success, and handling negative feedback. The conversation emphasizes the need for passion over expertise in community management and the significance of understanding both the company's and the individual's 'why' in community building.
Takeaways
Community is essential for customer engagement and feedback.
Understanding the need for a community is crucial before building one.
Passion is more important than expertise in community management.
Finding and enabling champions within the community can drive engagement.
Measuring success should align with company goals, not just community metrics.
Handling negative feedback requires empathy and understanding.
Community can significantly impact conversion rates.
There is no single path to becoming a community manager; diverse backgrounds are valuable.
Meeting customers where they are emotionally is key to effective communication.
Know your personal and company 'why' to stay motivated in community management.
Contents
00:00 Introduction to SaaS Therapy and Guest Introduction
02:43 The Importance of Community in Business
05:34 Identifying the Need for a Community
08:22 Understanding Community Engagement and Participation
11:09 The Role of Community Managers
14:03 Finding and Empowering Community Champions
17:01 Motivating Community Members
22:37 Optimizing Community Engagement for Business Success
27:50 The Role of Community Managers Across Functions
31:01 Navigating the Challenges of Community Management
33:50 The Importance of Personal and Professional 'Why' in Community
36:19 Handling Negative Feedback in Community Spaces
39:58 Actionable Insights for Community Professionals
Resources
Credits
Show manager: Jenna Mollinet
