Community Is the Digital CS Motion You’re Not Using Enough
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Headcount isn’t growing, but your book of business is. That means fewer CSM touchpoints, slower onboarding, and risk hiding in accounts you don’t have time to reach.
The CS teams getting ahead aren’t trying to cover every account manually, they’re using community to scale onboarding, deflect support, and surface expansion signals without adding headcount.
On April 23, join Community building experts, Julian Lindhorst, Strategic CSM at Gainsight, and Diana Tripac, Senior Program Manager, Scaled Community at Intercom for a step-by-step breakdown of how community becomes a true one-to-many CS motion, and where it actually replaces CSM touchpoints.
What you’ll walk away with:
- The exact metrics community moves (retention, product adoption, support deflection, expansion signals) and how to report on them
- The programs Intercom runs today (peer onboarding, community-led support, activation campaigns) and how they’re structured
- How to identify which parts of your CS model should be shifted to community first and where it won’t work