Higher Logic uses impact on care recipients as a North Star metric to align engineers, product, and sales. The company tracks community connections as leading indicators of success and runs an internal Stories Worth Sharing channel to keep teams focused on helping customers.
How can we continue to make our
customers more successful in what they're doing? And so I tend to think that
can be a very big driver of a metric. I actually think if you go back to Judy's example in the meeting chat,
you know, she mentioned that impact on
care recipients was like their metric.
And that's really powerful when you think about it, right? Like they're everybody in their org, engineers, the product team, sales team, everybody is
focused on how can we increase the impact on care recipients.
And that's a really powerful thing because
if they're impacting the care or impact
on the care recipients, right. In general, that means they're making their
customers probably more successful.
And in turn that's going to drive revenue.
So I think that's a really powerful
way to organize metrics when you think about leading indicators. Because sometimes people don't always relate to money or the dollars that we're bringing in the door.
Right.
Like you need some other pieces for
us at Higher Logic, you know, we're
a community based business so we think
about connections that are made. Right?
Communities are really powerful. When I can make just one to
one connections with people and then I
can help grow and expand your network,
like that's a huge benefit that you
see at a community.
So like we talk about that often internally as you know, hey, how are we helping? Kind of going back to Sydney's example, right in the early days, can we help understand how connections are made in
the community and how can we amplify
that to a degree that we know
that they're going to really kind of
drive that success early on so that the value is really created. So I think about those types of moments a lot and how to reinforce
them through the behavior. Like Sydney mentioned, maybe you cop off of it. The other thing is just trying to do some really simple things really well, like calling people have slack doesn't cost anything. It's the easiest thing you can do
when you hear great stories. We have a channel here at Higher
Logic called Stories Worth Sharing and it's
just an open channel for anybody in
the org and it's calling out good
customers, it's calling out our good teammates. It's literally for anybody who hears anything
that's like worth sharing and that's a
super fun piece to be a part
of because that also just drives some
of our team with some of our
culture aspects behind it.
But like that also just reinforces, you
know, why are we all doing this? How is it all kind of centered around community?
So those are a couple of things
that I just think about when you're, you know, trying to zero in on, like, how do you make your. Your customers more successful?
How do you make sure and kind of get some of the momentum behind
your teams really rallied around that mission?
