Episode 062 - Presenting a Business Case to get More Headcount For Community
Summary
Chris is pushing to get more headcount for his community. He presents to Michael is situation on how to create a business plan to get headcount. Michael talks in detail about how to do this. 1. Strategy - Case Deflection - Help the support team to create a case deflection strategy - Increase brand awareness 2. Growth Plan - Operation Effectiveness - Companies shift their smaller important customers to a lower cost - Tiering support strategy 3. Competitive analysis (What does the outcome look like) 4. Estimate of the cost 5. ROI - If I get this, the you get thatMichael talks about ROI for a Support Community. He put together an Google sheet to help with ROI of community.
Check it out here
Check it out here
Creators and Guests
Host
Chris Detzel
Chris is a versatile Digital Community Strategist with several years of experience. He has owned community vision, strategy, and execution. He is responsible for leading the development and execution of community engagement programs, creating compelling content for customer communities and acts as the voice of the customer. He believes that data should drive decisions as it is the key element of any long-term successful strategy.