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User Group Management & Engagement
Project type
Community-Led Product Development
Date
2018-2021
Scope
Co-managed a CMS User Group to foster collaboration between customers, product teams, and support staff - ensuring alignment between user needs and product development.
Management
Approach: Worked within a structured engagement model, including regular feedback sessions, product roadmap discussions, user training and exclusive beta-testing. Used feedback to develop focused training and feature marketing and adoption.
Leadership: Facilitated cross-functional collaboration between product, developers and customer success teams to ensure user feedback was actionable and integrated into the SaaS development cycle.
Execution: Attended quarterly user summits, developed content for releases and assisted in a structured feedback loop to prioritize enhancements and feature requests.
Impact
Results: Increased user engagement by 30%, resulting in faster adoption of new features and improved customer satisfaction scores.
Business Value: Strengthened customer loyalty, reduced churn, and influenced key product enhancements that improved platform usability and efficiency.
Lessons Learned: Proactive user engagement fosters a sense of ownership, driving both product innovation and long-term customer retention.
Teams
User Group Clients, Product, Development, Customer Success, Product Education, Marketing
As the company expanded its CMS SaaS offerings, there was a need for a structured user group to provide direct feedback, influence product enhancements and support new feature rollouts.
