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How a SaaS company grew a customer community to 9,000 members.
Every question went to support, and customers had no way to learn from each other. Skillfi's fractional CXO launched an online community, a champions program and customer-led events that turned users into a network, and members into the company's most loyal customers. It's how our fractional CXO service works: experiences that keep customers coming back.
Thousands of experts, and no place for them to meet.
The company's no-code website builder is used by 14,000 agencies and freelancers. Many of them were true experts, building clever templates and workarounds, but there was nowhere to share them.
Every question, however simple, went to the support team, which handled 11,000 tickets a month. Customers learned alone, and those who felt alone were the ones who left: churn ran at 18% a year. Product feedback arrived in scattered emails, and the company had no way to recognise or reward its biggest fans.
Our best customers knew the product better than some of our staff, and we had no way to let them help each other.
Chief Customer Officer, client
Give customers a home, a voice and a reason to come back.
Our fractional CXO built the community around what customers already wanted to do: ask, share, show off their work and shape the product. In-person events were planned with fractional marketing support.
An online community
Questions and answers, a shared template library, a showcase of customer sites and an ideas board, linked from the product and the help center.
A champions program
60 expert customers given badges, early feature access, a seat on a quarterly product council and recognition for helping others.
Customer-led events
Monthly online meetups, local meetups in six cities and an annual customer day, with customers presenting their own work.
12 months, step by step
From a support inbox to a thriving customer community. Here's how the engagement unfolded.
- Month 13 clear goals
Community strategy
Customer interviews, goals tied to retention and support, and a community platform chosen.
- Month 2300 founders
Founding members
300 power users invited to shape the community before launch and seed it with answers and templates.
- Month 32,000 in month one
Public launch
Community opened to all customers, linked from the product, help center and support replies.
- Month 4–560 champions
Champions program
Top contributors recognised as champions, with early access and a quarterly product council.
- Month 5–96 cities
Events
Monthly online meetups and local meetups launched, led and presented by customers.
- Month 10–129,000 members
Customer day
The first annual customer day, plus a community dashboard linking membership to renewal and expansion.
Four ways customers take part
A community that works for every kind of customer, from people with one quick question to the experts who love to help.
Answers from peers
- Searchable questions
- Answers marked as solved
- Linked from the product
Templates & showcases
- Free template library
- Customer site showcase
- How-I-built-it posts
A say in the product
- Ideas board & voting
- Champion product council
- Shipped ideas celebrated
Real connections
- Monthly online meetups
- Local city meetups
- Annual customer day
One year after launch
Yearly renewal rate
Members also spend 31% more as they grow their own businesses.
Our customers now help each other, teach each other and tell us what to build next. The ones in the community almost never leave.
Chief Customer Officer, clientAre your customers learning alone?
Our fractional CXO will design and launch a customer community, a champions program and events that turn users into loyal advocates. Want events and content that draw people in? Add fractional marketing.
- A community strategy & platform
- A launch with founding members
- A champions program
- Customer-led events
30 minutes. No obligation.
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