Communityportfolio2020
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Overview of end user communities built, deployed and managed over the years.
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Communityportfolio2020
- 1. Community Portfolio Eric Stieg • 408-813-7280 • ericstieg@gmail.com • https://www.linkedin.com/in/ericstieg • https://www2.slideshare.net/EricStieg
- 2. Summary of Experience • My community management experience spans over 15 years with some of the biggest names in technology, including: Microsoft, Google and Samsung. • I’ve won multiple community and industry awards including Top-Line Titan, Most Creative Community and Tech Top 50 Award. • I’ve managed highly successful community teams since 2012. • I enjoy working cross-functionally with diverse teams to drive business success. • I enjoy presenting to large audiences and working directly with executive teams. My ethos is to surprise & delight customers
- 3. Google Community • Managing the re-launch of Google WorkSpace, Cloud and Developer community. • Project entails Consolidating Multiple Communities, Platforms & End-User Accounts. • Multiple Integrations with GitHub, Open Source Platforms and Google Developers Groups. • Community will provide multi-lingual support for global audience. • Acting Project Manager & Leading team to operationalize the site in early 2021. Google Global Community - 2021
- 4. Microsoft Community • Increased MAU (monthly active users) from 600K to 1.2M in 6 months. • Managed all user engagement & retention strategies resulting in increased participation, page views, visits & unique visitor growth by 2x. • Developed and deployed Global Super User Program for technical audience of Microsoft Power Platform communities. • Built Holistic Rewards & Recognition Program resulting in $20M support savings. • Drove global strategies for syndication, translation, monthly contests and related. MAU | Response Rates
- 5. Samsung Community • Built first-ever Samsung Customer Community for Samsung mobile device users and developers. Launched to 250,000 users in 30 days. • Utilized Drupal Core Distributed Module (DCDM) on Drupal 8. • Sneak-peek of site drove over 25,000 users through “red carpet” partner promotion. • Managed concept-to-deployment, architecture, budget & executive engagement. • Built and launched in 6 months. • Transitioned to Owner’s Hub 2.0 upon reorg, now over 2M users.
- 6. • Deployed mobile end user community – aka “Owner’s Hub” • Developed “advertorial content” model to drive increased awareness, engagement and adoption. – Included Influencer program • Managed various agencies & promotions to increase “Next Big Thing” Summer Favs on social networks. • Responsible for deploying social listening and monitoring tools - Tracx Samsung Owner’s Hub & Advertorials
- 7. GoDaddy Community • Developed Award Winning “GoGetter” community for small businesses. • Increased Customer Lifetime Value from 18 – 36 months by Re-inventing Customer Onboarding process. • Helped generate over $14M in Contributed Revenue in 2018. • Call Deflections Savings of $21M. • Built a One-Of-A Kind personalized feed of content resulting in over 20M visits in 2017 – 2018.
- 8. • Over $14M in gross contributed revenue (GCR line above). • Average Order Size (AOS) Surpasses Every BU with average of $58 order. • Over 250,000 orders in 2018. • Over 1,500,000 minutes saved in support deflections = $21,000,000 in deflected call savings. – Numbers calculated through Tableau & Analytics Business Unit January (Gross Contributed Revenue) GoDaddy: Revenue & Savings
- 9. Infoblox Community • Re-architected and Deployed New Community resulting in increase from 2K to 10K active users per week. • Managed integration with GitHub, Code-sampling, scripts and various API’s to enrich user experience and adoption. • Managed concept-to-deployment, design, influencer & white glove user programs, rank & reputation & related advocacy programs. • Responsible for cross-functional editorial calendar to drive over 400 blog posts, KB articles and white papers within 7 months. • Weekly exec-updates highlighting “CHI” or community health index and related metrics
- 10. Symantec Connect Community • Managed community of 250K end users, advocates, engineers, etc., • Built first-ever “community support center” utilizing support engineers to solve customer questions. • Build first-ever product trial support processes resulting in 90% conversion. • Concept-through-deployment multiple User Generated Content programs to increase advocacy, engagement, Trusted Advisors, and gamification opportunities.
- 11. Infoblox Community (2012) • Responsible for originally consolidating and migrating 2 communities. • 50% of customer base actively participating on community within 6 months. • As community admin, was responsible for engaging daily with users to respond & resolve questions and build programs to drive stickiness. • Incorporated community into new- customer onboarding process resulting in higher Customer Retention and Lower Support Costs.
- 12. Additional Examples Available Upon Request #ThankYou • Super User Program development, deployment and management. • Strategies for MAU & related initiatives to drive active user participation. • Strategies focused on deflected calls, saved minutes and overall cost savings. • Site architecture and systems integration. • Driving organic search results and earned social media airtime. • Other companies I’ve consulted – Arlo, NetApp, Aruba, Autodesk, others. • Speaking engagements , Industry and Community Awards, etc.,
Hinweis der Redaktion
- I managed the entire RFP process and development of features and criteria. Vendor selection (I used propeople), design, workflows, DCDM methodology, hosting and deployment. This was the very first end-user community ever developed by Samsung for end user customers. This was, simply put, a once in a lifetime opportunity to build a community for the biggest, and most well known consumer brand on the planet.
- Social monitoring is critically important for strategy and deployment. Samsung had a corporate agreement with Tracx.com
- I managed the entire RFP process and development of features and criteria. This is the 2nd community I built for Infoblox, as you’ll see in an upcoming slide. This B2B community focuses on customers and developer resources, including GitHub Integration, API codes, Perl Scripts and many other technical requirements needed by our customers and partners. We were told by the vendor, upon launching, that our community has the feature set and capability of other sites after 4+ years of continued development. #ILoveMyJob
- AAR Program: Hypothesis of program - determine if having TSE’s involved directly on community would deflect support calls. The answer was overwhelmingly yes. We captured “depth of conversation,” time to close, escalations, tracked “trending issues,” and utilized @AskSymantec handle + end user community “direct message” feature to ID issues. During the 6 month pilot, we had 5 TSEs involved. 3 were directly involved in the community, answering questions, getting more details, looking up solutions, and posting a possible solution directly to the community to allow users to “vote” and suggested “solved” within the community. The Infoblox community was originally built with these features as well, but do not know if they are currently available. A main KPI was to “acknowledge” (comment on a user’s thread) within 6 hours. We also tracked this, and inquired with the customer after case-closure if they were “happy” with the service provided. The additional 2 TSE’s were responsible for tracking support cases, and analyzing opportunities for developing blogs, white papers, videos, etc., that would resolve customer issues before they called. They would in turn upload that content to the community and point people to it. The overall support organization adopted this model, and today there are over 30 TSEs directly involved in the community supporting customers.
- There were over 400 active accounts (within 6 months) that needed migration. Additionally, there were a number of outdated documents that needed a refresh prior to publishing to the new community.