benchmarking jive customer communities

Claire Flanagan - Jive Software

Practice Director, Analytics

MARCH 2016

Everything you need to

benchmark your

community

#JIVEWORLD

Claire FlanaganPractice Director, AnalyticsJive Software

Who else is like us? How do we rank?

© 2016 Jive Software, Inc. All rights reserved | Jive Confidential

1. Understand “ranges” of performance

given your goals, age

2. Determine strengths or highlight gaps

in key processes, performance metrics

3. Provides input for decision making,

change strategy to focus more on

what’s working and close the gaps

4. Critical ingredient in executive

stakeholder briefings when defending

or expanding your program strategy

Why Benchmark?


What should you benchmark?

Performance MetricsJive Customer Research

Best Practices / ProcessesUsing CR SOCM 2015 “Jive Customer” Research

Benchmark Framework

Active Members

Engagement Index

DAU / MAU

Strategy

Leadership

Community Management

Culture

Content & Programming

Policies & Governance

Tools

Measurement

Best Practice Benchmarks


• Annual research platform tracking

community management practices

across eight competencies of The CR’s

Maturity Model

• Research participants span companies

are large and small, internal and

external, public and private, across all

industries and use cases

• Joint sponsored research looks at Jive

customer results in “Benchmarking the

Jive Communities” eBook

About 2015 The State of Community Management Research206 participants, 74 Jive customers

Get the report: http://jive.to/benchmark


Evaluates results across eight competencies

“Best in class” = Top 20% in 8 competencies

Jive Customer SOCM 2015 Research Results

Evaluates results across eight competencies required to build successful communities


Jive communities more likely to enable internal & external ecosystems

and power a greater number of internal communities

Use Cases


Community Sponsors

With a higher portion of internal use cases than average, Jive communities more likely to

managed by internal departments: IT, Internal Communications, KM

Overall Jive Communities

Strategy

Communities with a strategy more likely to achieve goals faster than those that

”build it and hope they will come.” Signals of strategy commitment include:

approved and dedicated budget, level of org approving budget and defined and

resourced roadmap


Strategy

Jive communities more

likely to have C-level

executive budget approval

Jive communities more

likely to have dedicated

budgets

Communities with Dedicated Budgets

Executives Who Approve Budgets


Strategy

Jive communities have a larger gap between strategy, resourced roadmap and roadmaps are critical in

defining how you’re going to “get there”

Gap between strategy and resourced roadmap

Leadership

87% of Jive customers report senior leader involvement as #1 factor driving

engagement, showing platform is ‘safe for business’. Likewise, formal, multi-

tiered advocate programs correlate to higher engagement as they influence

peers and role-model desired behaviors


Executive Engagement

Jive customers outperform peers in getting executives engaged in communities


Advocacy Programs

42% Overall with formal or multi-tiered

85% BIC with formal or multi-tiered

37% Overall with formal or multi-tiered

67% BIC with formal or multi-tiered

* Benchmark data from The CR 2014 State of Community Management Research http://bit.ly/1pb9sBK

*Research shows direct correlation between advocacy programs and engagement rates. Jive

customers have opportunity to focus on formal and multi-tiered advocate programs. GAP

© Copyright 2000-2014 Jive Software. All rights reserved.

Community Management

Research shows the best communities invest in people, and their skills, often

having dedicated community teams of 2 or more. They also involve members

in community planning and decision making to ensure the community stays

relevant and meets desired goals


Investing In Community Management

Jive customers overall prioritize community management investment

Communities With At Least One or More Full Time Community Managers


Engaging Members, Skill Building% Providing Professional Development Resources

% Engaging Members in Planning

Jive communities more likely to engage

members in community strategy and provide

professional development resources


Content attracts, brings back members. Programming creates opportunities for

member engagement. Research shows a balance, and aligning both to

community strategy, is crucial to driving higher engagement rates



Jive communities excel at content &

programming: working groups, member

spotlights, webinars, new member

programs, augmenting virtual with offline,

in-person events


Content Calendar

Opportunity to improve the use of content & program calendars that align to community

(or use case) strategy to drive consistent engagement and goals GAP


Content attracts, brings back members. Programming creates opportunities for

member engagement. Research shows a balance, and aligning both to

community strategy, is crucial to healthy, successful communitiesSuccessful communities build playbooks to define procedures, how decisions

get made, best practices, crisis plans and behavior guidelines




Jive BIC communities more likely to have a

community playbook

Jive communities recognize importance of

community guidelines and policies.

Opportunities remain to expand, describe

desirable behaviors and outline crisis plansGAP

% Communities with Playbooks

% With Policies and Guidelines

Tools

As communities become more mature and strategic, data shows communities

that integrate with other communications tools or work systems reduce friction,

provide members with consistent experience across channels and drive deeper

engagement


Tools: Key Integrations

The most effective Jive communities integrate with other systems to drive a more consistent

experience across other channels. What is integrated depends on community type.

Gamification with missions to support strategy drives engagement across types

*Some channels more geared to internal or external

Externally

focused

Metrics & Measurement

Successful communities are more likely to go beyond tracking basic adoption

data and can report metrics that prove vibrancy, effectiveness and value of

community to executives


What do Jive

customers measure?

Jive customers measures a wide

range of activity based metrics

“Benchmarking the Jive Communities”. Research by The Community Roundtable, Jive sponsored eBook http://jive.to/benchmark

Opportunity to measure

behavior and valueGAP


Who gets the community dashboard?

Jive invests in OOB reports and consulting

services to train customers on metrics that

matter. Jive communities are more likely to

get their metrics into the hands of C-suite

decision-makers

Opportunity remains to make this muscle

memory across all communitiesGAP

% C-Suite receiving community reports


Metrics & Measurement

Jive BIC communities

more likely able to

measure value

Measuring ROI remains

elusive for mostGAP

Key Performance Metrics

3 Key Performance Benchmarks

Active

Members

Engagement

Index

DAU / MAU

How many are

engaged?

How many user

views does each

generate?

How frequently

do they return?


Key Performance Benchmark Demographics

Jive’s research of hosted, cloud communities, 1+ years: 416 Employee, 258 External

#s reported average of Q4 results

Tier1(25Percentile) 0- 20,300 Tier3(75Percentile) 128,300-684,000Tier2(50Percentile) 20,300-128,300 Tier4(Balance) 684,000+


% Active vs. % Inactive Members

Internal

Best in class communities engage more active members.

But use case context matters


% Active vs. % Inactive Members

External

Best in class communities engage more active members


Engagement Index *user views as proxy for “activities”

Internal

BIC active members

engage on more items in

community

Engagement IndexUser Views as proxy for activities

User Page Views / Active Members

20 Business Days

=


Engagement Index *user views as proxy for “activities”

External

BIC active members

engage on more items in

community

Engagement IndexUser Views as proxy for activities

User Page Views / Active Members

20 Business Days

=


DAU / MAU

What does this measure?Measures the depth of stickiness (frequency

of returning visits of active members) of a

community’s members.

Ratio of Daily Active Users to Monthly

Active Users (percent). Facebook and

gaming communities first introduced this

concept, now defacto standard for

communities

ExampleMonthly Active Users = 120,000

Average Daily Active Users = 60,000

DAU / MAU = 50%

*On average your active users are coming back to

your community 50% during a month, or 10

days/mo, assuming 30 working days

Internal

BIC active members return more often in 30 days


DAU / MAU

What does this measure?Measures the depth of stickiness (frequency

of returning visits of active members) of a

community’s members.

Ratio of Daily Active Users to Monthly

Active Users (percent). Facebook and

gaming communities first introduced this

concept, now defacto standard for

communities

ExampleMonthly Active Users = 120,000

Average Daily Active Users = 60,000

DAU / MAU = 50%

*On average your active users are coming back to

your community 50% during a month, or 10

days/mo, assuming 30 working days

External

BIC active members return more often in 30 days


Be the first to know when new

benchmarks are released

Talk to your rep if you want

Jive’s help in a custom Health

Check engagement

What should I do?


Influence SOCM2016 results. Take survey by March 18

Participate in the 2016 SOCM

http://the.cr/socm2016survey

Deadline: March 18!

Influence 2016 Research results

Get your scores to validate

strengths or identify gaps

© 2016 Jive Software, Inc. All rights reserved | Jive ConfidentialJive is the leading provider o f modern communication and co l laboration so lutions for business.

For more in formation, visi t www.jivesoftware.com

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