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DZONE SOFTWARE(919) 238-7100
1
Show me the Money!
Jesse Davis
May 22, 2017
DZONE SOFTWARE(919) 238-7100
22
Some of the companies we work with to create great developer communities:
Jesse Davis
DZone COO
• Spent 20 years building
enterprise data solutions
• JDBC ninja
• Loves building
relationships and coaching
others
• Passionate about developer
communities
DZone creates great developer communities and programs.
Our platform, AnswerHub, is used by the world’s largest
development organizations to give both internal developers and
third-party developers a place to share technical knowledge.
Among the most successful examples of developer communities
hosted on AnswerHub is our own property, DZone.com, which is
home to one of the world’s largest online communities for
developers.
DZONE SOFTWARE(919) 238-7100
3
Community
lifecycle metrics
Developer
lifecycle metrics
DZONE SOFTWARE(919) 238-7100
4
Value in the Community Lifecycle
Launch Maturity
Community Vibrancy Metrics:
• Community evolvement
• % of Active and contributing
members
• CSAT
• Time to first response
Business Process Metrics:
• Support savings
• Referrals through
advocates
• ROI
Growth
Community Operational
Metrics:
• Number of posts and
engagements
• Number of new members
DZONE SOFTWARE(919) 238-7100
5
Hortonworks’ Top Metrics:
1. Unique visitors
2. Active Hortonworkers by
department
3. # of users and ratio of community
users to Hortonworks employees
4. Top contributors by quarter
5. Number of pieces of content
Hortonworks built an online, technical community
where developers could ask questions, access
answers, and contribute ideas.
They’ve been able to engage at a technical level with
a broad community and grow affinity for Hortonworks
related technology.
Example of an evolving community:
DZONE SOFTWARE(919) 238-7100
6
“If I notice a trend in down votes, this
is an indicator that content quality
isn’t meeting expectations and I need
to look at the problem closer.”
Sylwia Ganiec, Knowledge
Manager at SAP hybris
The SAP Hybris experts community provides a single
place to reward developer contributions, support users,
and encourage active participation.
Since launching, they’ve drastically reduced support call
volume due to Q&A and self-service and signed up over
600 new members a month.
SAP Hybris’ Top Metrics:
1. New users by group
2. Response Time
3. New questions and answers
4. Up and down votes
5. Questions with best answers
DZONE SOFTWARE(919) 238-7100
7
Value in the Developer
Lifecycle
Discovery SupportOnboarding Advocacy
• Frequency of engagements
• Resource download numbers
• Time on site
• Number of questions asked on
your community
• Number of page views
• Sign ups and registrations
• Source / referral
• Case Deflection
• Response times
• Correct answers
• # Community member
interactions and
conversations
• Social sharing
• Referrals to site
DZONE SOFTWARE(919) 238-7100
8
A developer community over 20 years in the making
• As the community has matured, our metrics, goals and
business strategies have matured.
• Tiered moderation program to create quality content
that our community wants.
A snapshot of what the DZone team measures:
• 5+ million monthly page views
• 10,000 new members a month
• 1,000 articles posted per month
• 2,000 new newsletter monthly subscriber
• 2,000 active contributors a month
• Inbound leads and new customers referred through the
site
DZONE SOFTWARE(919) 238-7100
9
(919) 238-7100
Questions?
Drop me a line:
jessed@dzone.com
(919) 400-4111
Talk to the DZone Team:
info@dzonesoftware.com
(919) 238-7100
dzonesoftware.com
dzone.com

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Proving Developer Community Value to Your Boss [DevXCon 2017]

  • 1. DZONE SOFTWARE(919) 238-7100 1 Show me the Money! Jesse Davis May 22, 2017
  • 2. DZONE SOFTWARE(919) 238-7100 22 Some of the companies we work with to create great developer communities: Jesse Davis DZone COO • Spent 20 years building enterprise data solutions • JDBC ninja • Loves building relationships and coaching others • Passionate about developer communities DZone creates great developer communities and programs. Our platform, AnswerHub, is used by the world’s largest development organizations to give both internal developers and third-party developers a place to share technical knowledge. Among the most successful examples of developer communities hosted on AnswerHub is our own property, DZone.com, which is home to one of the world’s largest online communities for developers.
  • 3. DZONE SOFTWARE(919) 238-7100 3 Community lifecycle metrics Developer lifecycle metrics
  • 4. DZONE SOFTWARE(919) 238-7100 4 Value in the Community Lifecycle Launch Maturity Community Vibrancy Metrics: • Community evolvement • % of Active and contributing members • CSAT • Time to first response Business Process Metrics: • Support savings • Referrals through advocates • ROI Growth Community Operational Metrics: • Number of posts and engagements • Number of new members
  • 5. DZONE SOFTWARE(919) 238-7100 5 Hortonworks’ Top Metrics: 1. Unique visitors 2. Active Hortonworkers by department 3. # of users and ratio of community users to Hortonworks employees 4. Top contributors by quarter 5. Number of pieces of content Hortonworks built an online, technical community where developers could ask questions, access answers, and contribute ideas. They’ve been able to engage at a technical level with a broad community and grow affinity for Hortonworks related technology. Example of an evolving community:
  • 6. DZONE SOFTWARE(919) 238-7100 6 “If I notice a trend in down votes, this is an indicator that content quality isn’t meeting expectations and I need to look at the problem closer.” Sylwia Ganiec, Knowledge Manager at SAP hybris The SAP Hybris experts community provides a single place to reward developer contributions, support users, and encourage active participation. Since launching, they’ve drastically reduced support call volume due to Q&A and self-service and signed up over 600 new members a month. SAP Hybris’ Top Metrics: 1. New users by group 2. Response Time 3. New questions and answers 4. Up and down votes 5. Questions with best answers
  • 7. DZONE SOFTWARE(919) 238-7100 7 Value in the Developer Lifecycle Discovery SupportOnboarding Advocacy • Frequency of engagements • Resource download numbers • Time on site • Number of questions asked on your community • Number of page views • Sign ups and registrations • Source / referral • Case Deflection • Response times • Correct answers • # Community member interactions and conversations • Social sharing • Referrals to site
  • 8. DZONE SOFTWARE(919) 238-7100 8 A developer community over 20 years in the making • As the community has matured, our metrics, goals and business strategies have matured. • Tiered moderation program to create quality content that our community wants. A snapshot of what the DZone team measures: • 5+ million monthly page views • 10,000 new members a month • 1,000 articles posted per month • 2,000 new newsletter monthly subscriber • 2,000 active contributors a month • Inbound leads and new customers referred through the site
  • 9. DZONE SOFTWARE(919) 238-7100 9 (919) 238-7100 Questions? Drop me a line: jessed@dzone.com (919) 400-4111 Talk to the DZone Team: info@dzonesoftware.com (919) 238-7100 dzonesoftware.com dzone.com

Hinweis der Redaktion

  1. Jesse + DZone on here Show customers and dzone.com + dzone software Say “we get up every day and help those people running these communities look like rock stars!” The reasons for launching a community are obvious, but many companies fail to launch communities with a well thought out plan. According to Gartner, 70 percent of online communities are destined to fail. Despite the billions of dollars being poured into online communities, almost 70 percent of customers never log in. Some of the reasons why communities fail are: - Lack of strategic planning - Outdated content - Uninspired discussions - Low engagement - No pathways to build relationships with other members - No social capital boosting personal or professional brands of members
  2. Developer relations and communities are about building relationships and supporting developers. It’s a unique intersection between marketing, support, and engineering. So how do you measure success and prove value… Use “engagement” Talk about “the developer”
  3. Hortonworks Community Connection uses community to engage developers interested in Big Data and grow affinity for Hortonworks related technology. At launch, Hortonworks had zero external users, zero external users viewing the site per week and 150,000 page views. Currently, they have over 3,000 external registered users, 15,000 unique users viewing the site per week, and received 800,000 page views in February 2016. The community is experiencing a healthy increase, with a double digit growth per week. SAP Hybris Experts community recognizes users for quality contributions and encouraged them to actively participate.
  4. 2014: 7,400 questions created with 56% answered 1,200 Best Answers verified by topic experts 2015: 7,300 new community members 600 new members access AnswerHub each month
  5. Knowledge > credibility > authority > trust > (loyalty) advocacy/evangelism Include quality of content
  6. Our premier use of developer communities -- . DZone.com is one of the world’s largest online communities and leading publisher of knowledge resources for software developers.