Turning Community Engagement Into a Growth Driver

Context

The client had a thriving product with a user community, but only 6% of customers were participating, despite data showing engaged users retained 14% better than non-participants.

The Challenge

94% of users weren't benefiting from peer-driven support and best practices. This represented a massive untapped opportunity to improve product adoption and retention at scale.

The client understood community engagement mattered but lacked a clear strategy to transform it from a nice-to-have feature into a business growth lever.

Our Approach

We conducted an in-depth analysis of existing data and insights on community engagement that were scattered across the business.

In just 10 days, we helped the client answer key questions to support their strategy through:

• Behavioral data analysis to identify patterns distinguishing engaged users from inactive ones.
• Customer segmentation review to determine which user groups had the highest potential for community activation.
• Qualitative research synthesis to uncover the real participation blockers.
• Competitive benchmarking to identify best practices from leading SaaS companies.

Business Impact

Through our analysis, the company was able to address key questions around user behavior patterns, identify the most promising user segments for activation, remove participation barriers, and implement industry-leading community integration practices, all of which contributed to improved engagement metrics and retention.

We worked closely with the team to build a strategy which turned community engagement  into a retention and activation strategy rather than just a passive resource.