The scoreboard, honestly: the hard targets, how often each one is actually looked at,
and the quiet human signals that never make it onto a dashboard.
Community-Attributed Revenue & Pipeline
The direct revenue generated or sales pipeline influenced by community-led activities, referrals, and advocacy programmes.
Target · Influence £10M+ in new sales pipeline and £2M+ in direct revenue annually.In Q2, community-sourced leads converted into £750K in new business, and advocacy programmes led to £1.2M in expansion revenue from existing customers.
Customer Lifetime Value (CLTV) Uplift
The measurable increase in CLTV for customers actively engaged in our community versus those who aren't.
Target · Achieve a 15% higher CLTV for community-active customers.Analysis shows customers engaging in the community for over 6 months have a 18% higher average spend and retention rate compared to the baseline.
Support Cost Deflection & Efficiency
The reduction in inbound support tickets and associated costs due to community self-service, peer-to-peer support, and easily accessible knowledge bases.
Target · Reduce Tier 1 support volume by 20% year-over-year.Our community knowledge base and peer support channels deflected an estimated 1,500 support tickets last month, saving roughly £30K in operational costs.
Brand Sentiment & Reputation Score
Overall positive sentiment towards the brand, measured across community platforms, social media, and external review sites, reflecting the strength of our advocacy efforts.
Target · Maintain a net positive sentiment score above 85% and significantly reduce negative brand mentions.Following a major product launch, our sentiment score remained at 90%, with community leaders actively defending the brand against initial negative feedback, preventing a potential PR crisis.
Strategic Influence & Board-Level Impact
Your ability to shape executive decisions and board discussions with community insights, ensuring community-led growth is a core pillar of our enterprise strategy.
- Regularly presents to the Board and Executive Leadership Team on community strategy and impact
- community insights are consistently cited in strategic planning documents
- sought out by the CEO/CMO for input on major company announcements or product launches.
Organisational Alignment & Advocacy Culture
How effectively you embed a 'community-first' mindset across departments, turning employees into internal advocates and ensuring consistent messaging.
- Cross-functional teams (Product, Sales, Support) actively participate in community initiatives
- internal communication channels regularly highlight community successes
- employees are empowered and trained to engage authentically with community members
- community feedback loops are integrated into product development cycles.
Crisis Management & Brand Resilience
Your leadership during critical moments, effectively de-escalating potential 'flame wars' or managing negative sentiment to protect brand reputation.
- Proven track record of navigating high-stakes community incidents with minimal negative impact
- established clear, actionable crisis communication protocols that are regularly tested
- external media coverage often highlights our transparent and responsive approach to customer feedback.