Agreed. Depending on the circles you’re in, there’s an ick factor to talking about financials, despite it being so important (especially in the current economic climate).
You can still prioritize the member relationship while watching financial impact as a byproduct. They shouldn’t be mutually exclusive.
My philosophy on it has consistently been show up and be helpful.
Member needs advice? Give them the most genuine and accurate recommendations you can muster.
It that leads to business impact, make sure you’re tracking and taking credit for it!
Organic traffic, reduced churn, mitigated tickets, new sales leads, new user registrations, product upgrades, up-selling or cross-selling…
Figure out what you’re affecting today, and look for opps to affect even more things.
That doesn’t have to change what you do. You don’t need to go out and make a sales pitch.
Aside: I once worked with some folks who dug in their heels over linking to product pages from within the community.
They felt that it wasn’t right. “We’re community, not sales or marketing.”
But all the activity and search traffic was around product discussions. That’s what members were looking for.
Making it easier for members to find product information helped them, while also contributing to business impact.
Everyone wins. That feels like a pretty sweet setup for community.