Building Superuser Programs That Succeed

Introduction

Introduction

It is amazing how many superuser programs fail. They fail because they lack the right kind of ongoing support or because they were never properly planned to start with.

Organizations panic when there are too many questions going unanswered in their support community or because they aren’t getting enough new business from current referrals. They round up a group of community members, give them a task and expect the details to take care of themselves.

If that’s what you’re doing, you’re doing it wrong.

Programs that go the distance have carefully defined goals, robust structure, well documented processes and ongoing management. Their success is demonstrated using metrics which are tied directly to organizational objectives and they have the support of all key stakeholders.

Sound familiar? It should, because it’s the same planning that goes into successful online communities.

So what does doing it right look like?

In this resource we break down and examine many programs – both successful and unsuccessful – in an effort to help arm you with the information required to design, build and run a successful program of your own.

We hope you find it useful.

Chapters

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