How do you identify and measure successful client engagement?

kmcgrew
kmcgrew Posts: 2 Newcomer
Photogenic
in Strategy & Planning

We are planning virtual sessions for our community members to learn best practices for use of our technology and network with their peers.  I’m curious how other organizations support networking for their community members.

I am also wondering how other success organizations measure if the client networking session was successful in the following areas:

  • response rate
  • level of engagement during the session
  • increased use/adoption of our technology, evidence the client found value
  • sales opportunities/securing renewal 
  • improved CSAT
  • improved client health

Any other areas you would measure?

Comments

  • Ed Powers
    Ed Powers Member Posts: 189 Expert
    Fourth Anniversary Photogenic 10 Comments 25 Likes

    Such a great question, @kmcgrew. In past lives I facilitated CABs, focus groups and user groups, and measuring the business impact of these activities was exceedingly difficult. A big factor is self-selection bias, which muddies cause and effect. For example, did participation cause higher engagement, or because they were more engaged they participated?

    One suggestion is to ask a sampling of interested participants about the outcomes they expect (and why) from such a session, and then measure afterwards if and how well those outcomes were satisfied. I would steer clear of anything NPS-oriented that speaks to future behaviors (referrals, renewals, etc.) because it's not fruitful. A recent meta-study showed that stated intentions predicted future behaviors only about 27% of the time.

    Hope that helps! Good luck.

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