DrupalCon Vienna 2017: Aligning your customers and product success.

This talk explores the journey of GoalGorilla in developing Open Social, an out-of-the-box social community platform, while focusing on the importance of active community management. The speaker discusses the need to shift the engagement model with clients in a SaaS environment, emphasizing that it is crucial for vendors to ensure that customers derive value from the solution to maintain subscriptions. The session covers how GoalGorilla positioned itself as a strategic partner, methods for measuring customer success, and effective onboarding techniques. Attendees will gain insights into community building strategies that are relevant to any SaaS product looking to enhance customer retention and drive recurring revenue.