I need to prove that our community forums retain customers, acquire customers and reduce churn.
Our forum (discourse) works as a Q&A, bug/issue trackers and support.
We have a Pro and Free product, Our Pro product comes with live help, our free does not – which is how the forum helps I also use the forums as a FAQ.
Any ideas would be awesome!!
Does anyone have examples of how they test the effect of their forums?
Basically, I need to prove how social media, our forums and meetups: community, retain, attract customers and reduce churn. The two biggest buckets for me are, 1. Churn and 2. User Acquisition. Wondering what tops metrics you all use/report on. I have an idea on a few, but would love to hear what other folks use!
To me it seems a lot of community is qualitative – which is great stiff! But right now, I am focussing on Quantitative.