In Before The Lock
107 episodes - English - Latest episode: 3 months ago -In Before The Lock is a podcast from Erica Kuhl and Brian Oblinger about community, customer experience, and leadership at scale.
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Episodes
🧵 57: Don’t take the bait
February 08, 2022 05:00 - 5 minutes - 2.95 MB“How do I deal with competitors in my community?” — Seth Wylie Brought to you by Commsor.
🔓 56: I don’t want flowers
February 01, 2022 05:00 - 1 hour - 37.5 MBWhy it’s time to leave CMAD behind and level-up as an industry. Community Industry News: Kimberly Ndolo joined Wonder as Community Manager Michelle Mathias was promoted to Manager, Community Experience and Programs at Esri Christa Ellis joined Wix as Head of eCommerce Community Jeffrey Steadman joined Cotopaxi as Community Engagement Director Let’s all move forward together: Communicate the value you generating often Reassess your personal value and have conversations with...
🧵 55: Fractions of fractions
January 25, 2022 05:00 - 6 minutes - 3.15 MB“Do you think there is a minimum size of customers/users that you need to have to make a community successful?” — Yeori Hokken Brought to you by Commsor.
🔓 54: A secret weapon
January 18, 2022 05:00 - 1 hour - 30 MBHow motivating Partners to engage in your community can accelerate outcomes. Community Industry News: Gainsight acquired inSided Sofia Losada joined Sisense as Community Content Manager Katie Bapple joined Building Brave as Chief Community Officer Zoe Hartsfield joined Spekit as Community Manager Christine Gritmon joined Agorpulse as Senior Editor, Community Kelly Schott joined Pragmatic Institute as Manager of Community Programs Noele Flowers was promoted to Director...
🧵 53: What’s in it for me?
January 11, 2022 05:00 - 4 minutes - 2.43 MB“What is the best way to get stakeholders excited about getting involved and engaging in your company community?” — Tessa Kriesel. Brought to you by Commsor.
🔓 52: Out of scope
January 04, 2022 05:00 - 1 hour - 32.2 MBWhat is Community Operations, why is it so important, and why should you hire someone specifically to execute it? Erica and Brian give you the rundown. Boulder County Wildfires: Boulder County Wildfire Fund Bethune Family GoFundMe Osterman Family GoFundMe Community Industry News: Chris Detzel’s tribute to Michael Sandoval Molly Schreiber was promoted to Community Director at Savvy Cooperative Ryan Arsenault joined DISYS (Intuit) as Online Community Manager Sangeeta G...
🔓 51: Top 10ish
December 21, 2021 05:00 - 1 hour - 32.6 MBWe close out 2021 by talking about our favorite happenings in the community industry. Community Industry News: Ashley Townsend joined JP Morgan Chase as Vice President Community Manager Max Pete joined SuperHi as Communuty / Customer Support Lead Top Stuff: Erica: Zendesk home page Slack leader videos and another one and another one Nanit community launch countdown Amanda Martin Brian: C School 201 Leadership Track Sisense’s Ranks/Badges Pledge 1% Community ...
🔓 50: The cold start
December 07, 2021 05:00 - 1 hour - 34.9 MBWhat you should do in the first few months at a new company where you’re building community for the first time. Community Industry News Molli Aronce joined Reality Labs at Meta as Community Manager Molly Kipnis joined Gong as Community Manager Louise Branscomb joined Strava as Senior Community Manager Alex Williams joined Eightfold as Customer Community Manager Getting Started: Community Launch Guide: People Community Launch Guide: Cross-Functional Workstreams Sponsore...
🔓 49: Gratitude and thankfulness
November 23, 2021 05:00 - 52 minutes - 24.6 MBErica and Brian deliver messages of gratitude and thankfulness across the community industry. Community Industry News: Emily Wirth joined Paper as Senior Manager, Community Jamie Cantrell joined Unusual Ventures as Sr. Director of Community Ana Visiliuk joined Aiven as Community Manager Saksham Taneja joined Scaler as Community Associate Katie Ray joined Clari as Community Manager Rachael Silvano joined Zapier as Community Operations Manager Blake Ethridge joined Netda...
🔓 48: A beautiful call to action
November 09, 2021 05:00 - 58 minutes - 27.2 MBHow to understand the motivations of your visitors to create incentives for them to join. That’s not it, though — don’t forget to onboard them properly. Community Industry News: Rachel Hartley joined Siemens as Community Strategist Shana Sumers was promoted to Senior Manager, Diversity, Equity, Inclusion & Belonging Communities at HubSpot Jacob Gross joined Slack as Community Marketing Manager Gabi Laing was promoted to Senior Marketing Specialist at Zendesk Kerri Williams ...
🔓 47: A numbers game
October 26, 2021 04:00 - 1 hour - 29.6 MBPromotion is the #1 driver of traffic and acquisition for communities. Don’t forget to tell people about it. Community Industry News: Lauren (Saar) van der Vaart joined Google Cloud as Community Content Manager Pratyusha Simharaju joined Google Cloud as Program Manager, Google Cloud and Workspace Communities Nicola Lyons joined Andela as Senior Community Programs Manager Ricardo Araujo joined Academia de Código as Chief Community Officer Brian Kling joined AlignTechnologies a...
🔓 46: Make learning a team sport
October 12, 2021 04:35 - 1 hour - 34.3 MBHow you can integrate learning and community to drive product affinity, customer happiness, and retention. Community Industry News: Facebook was down Erik Martin joined Commsor as VP of Services Nádia Vieira was promoted to Senior Global Program Manager, Community at LinkedIn Tim Lopez joined Saviynt as Director, Community Cindy Au joined Reddit Andreia Tulcidas was promoted to Community Advocacy Lead at Outsystems Patrick O’Keefe joined CNN full-time as Community Lead...
🔓 45: Money on the table
September 28, 2021 04:14 - 1 hour - 40.9 MBHow Sales and Community can partner together to build trust, educate customers, and drive revenue. Yeah, you read that right. Stick with us. You’ll learn a lot. Community Industry News The State of Indian Community Management Report 2021 Nicole Saunders as promoted to Director of Communities at Zendesk Ryanne Perry joined Bynder as Community Manager Julie Hamel joined Neo4j as Senior Director, Developer Community Jennie Berry joined Sociability as Community Engagement Manager ...
🔓 44: Localization = hard
September 14, 2021 04:00 - 58 minutes - 27.5 MBLocalization of communities is becoming more common, but it’s more complicated than you think. Erica and Brian walk you through the finer details in a fun role play. Community Industry News: Discourse announces $20M Series A Brian on Masters of Community podcast Twitter announces “Communities” Erin Wayne joined Riot Games as Global Head of Player Community Vishnu Nair joined Infineon Technologies as Community Manager Pixie Cigar joined Tech For All as Director of Online Co...
🔓 43: The UI of your operational plan
August 31, 2021 04:00 - 1 hour - 34.4 MBErica and Brian talk about why you need a community roadmap, how to build it, and how to present it in your organization. Community Industry News: Fhiwa Ndou joined Merit America as Sr. Manager, Community Activation Building A Roadmap: Resource: Sample Community Roadmap Resource: Community Headcount & Budget Planning Template Brian’s decision making framework Sponsored By: Super Forum is the largest and most comprehensive conference for executives, community managers, mar...
🔓 42: Ask for 5, get 3
August 17, 2021 04:00 - 1 hour - 49.9 MBIt’s headcount and budget planning season! Follow along as Erica and Brian take you step-by-step through the process so that you can secure the community resources you need to succeed. Community Industry News Jessica Langston was promoted to Sr. Director, Trailblazer Community at Salesforce Lizzy Roberts was promoted to Manager - Global Communities at Salesforce.org Bhavin Patel was promoted to Community Experience Manager at Salesforce Jordan Scott joined Airtable as Head of C...
🔓 41: It’s not apples to apples
August 03, 2021 04:00 - 1 hour - 35.1 MBErica and Brian weigh in on a long-standing contentious debate — Social Media vs. Community. Community Industry News: C School 201 Jodi Meier joined Syntellis Performance Solutions as Digital Community Engagement Manager Cesar Romero joined MyBasPay as Head of Community and Partnerships Social Media vs. Community: Social Media vs. Community: Why Brands Need Both Sponsored By: C School 201 — For experienced community professionals looking to level up, our 12-week cohort-bas...
🔓 40: The unsexy reality of launch planning
July 20, 2021 04:00 - 1 hour - 39.9 MBErica and Brian dive deep into the tasks required to get a community off of the ground. Community Industry News Rich Millington’s new book: Build Your Community: Turn your connections into a powerful online community Emily Dunn joined ServiceTitan as Senior Customer Community Manager Alex Pisani was promoted to Senior Manager, Trailblazer Community at Salesforce Nic Tolstoshev joined StackHawk as Community Management Lead Maria Ogneva joined Invoca as Director of Community an...
🔓 39: Standing on the shoulders of a 4-foot giant
July 09, 2021 04:00 - 56 minutes - 26.6 MBBrian and special guest host Holly Firestone celebrate Erica’s birthday by heaping praise, talking about what she’s taught us, and telling embarrassing stories. HAPPY BIRTHDAY ERICA KUHL!!! Holly Firestone The Craziest 18 Days of My Career by Holly Firestone Erica’s keynote at CMX Summit 2014 ericakuhl.com Top 10 things we’ve learned from Erica: Pickup the phone and call people Grow your business acumen to succeed in community Chill out, be Kuhl Wackadoo, cuckoo, and bon...
🔓 38: More of an AND than an OR
July 06, 2021 04:00 - 1 hour - 28 MBShould you host your community on Slack, Discord, or a purpose-built community platform? Community Industry News: Jenny Weigle launched her community consulting business Taylor Harrington joined Groove as Head of Community Jocelyn Hsu was promoted to Senior Manager, Creator Community at PicsArt Shaveta Sharma was promoted to Deliver Manager Online Communities at Grazitti Slack vs. Community Platforms Forums are over! “But one of the things that I think it takes people a w...
🔓 37: A good vanity plate
June 22, 2021 04:00 - 1 hour - 31.4 MBHow to choose a name for your community. It’s more complicated than you think. Community Industry News: The State of Community Management 2021 Report Alexis Luscutoff joined Miro as User Community Lead Lou Adducci joined Tiltify as Director of Community Experience Francesca Cricchio joined AppZen as Community Manager Emily Lakin joined Patreon as Head of Community Programs Krystal Wu joined Shopify as Community Manager Ines Batata joined Pipedrive as Senior Community ...
🔓 36: The stress test
June 08, 2021 04:00 - 1 hour - 31.9 MBSoft Launch — the who, what, when, where, and why. Erica and Brian talk through how you can use it to set your new community up for success. Community Industry News: Orbit raised a $15m Series A StackOverflow Sold for $1.8B Commsor announced 5 new integrations Celina Zamora joined Makerpad as Head of Community Willa Tellekson-Flash was promoted to Director of Community at Public.com Austin Grimes joined Flexera as Senior Digital Community Manager Bailey Richardson joine...
🔓 35: Relocating their house
May 25, 2021 04:00 - 1 hour - 41.1 MBHow to successfully (and unsuccessfully) migrate your community to a new platform. Community Industry News: Mary Yakuri Hodges was promoted to Community Manager at Workato Paul Bradley joined Agorapulse as Head of Global Community Marissa Dimino Burns joined Salesforce as Senior Community Manager Tiffany Oda joined Venafi as Director, Community Operations Stephanie Nakano joined Coda as Community Manager Brian joined Commsor as an Advisor Migrations: Community Launch...
🔓 34: The “S” stands for “Success”
May 11, 2021 04:00 - 1 hour - 31.5 MBHow Customer Success and Community can partner to ignite education, adoption, satisfaction, upsells, renewals, retention, and advocacy. Brian Rights A Wrong: Molli Aronce Community Industry News: Higher Logic Acquired Vanilla Mighty Networks raised $50M in a Series B Nisha Baxi joined Gong as Head of Community Sharath joined Product Hunt as Community Programs Manager Mark Finnern joined Outschool as Head of Community Becky Scott joined JumpCloud as Sr. Mgr, Technical C...
🔓 33: Everybody wants a purple pony
April 27, 2021 05:13 - 1 hour - 47.9 MBHow to drive product enhancements and innovation through crowdsourced ideation programs with your community. Community Industry News Erin O’Neill joined Funnel IQ as Community Manager Diana Morgan joined Copy.ai as Head of Community Lauren Lee joined Puppetize as Community Director Molli Aronce joined Facebook Reality Labs as Community Manager Kristina Prickett joined Moxie as Senior Community Strategist Eric Steig joined Zilliz as Director of Open Source Communities P...
🔓 32: They love it when you say “Agile”
April 13, 2021 04:00 - 1 hour - 29.2 MBWorking with Product and Engineering to gather customer feedback, increase feature adoption, and build better products with communities. Community Industry News: Common Room raised $32.3 Million in a Series B Higher Logic launches new product packaging Philippe Beaudette joined StackOverflow as Community Manager (Trust & Safety) Or Manor joined ThinkUp Global as Community Manager Jillian Bejtlich joined Zapier as Director of Community Allison Able joined Sisense as Sr. Man...
🔓 31: Relatable pain
March 30, 2021 04:00 - 1 hour - 42 MBPreparing for crises in your community before they happen, acting (or not) in the moment, and recalling some of our most painful/hilarious brushes with drama. Community Industry News: David Spinks' new book: The Business of Belonging: How to Make Community Your Competitive Advantage Bevy raised Series C $40m from black and women investors Atlassian Community 2020 Year In Review Joceyln Hsu promoted to Sr. Manager, Community Engagement at PicsArt MarLiz De Leon joined QuickPr...
🔓 30: A nice, big, warm hug between Marketing and Community
March 16, 2021 04:40 - 1 hour - 39.4 MBHow Community and Marketing teams can partner together to attract new prospects, convert them into paying customers, and educate them about new product offerings to drive shared value. Community Industry News: Tesla shutting down their forum in favor of “social hub” CMX Community Apprenticeship Rosie Sherry joins Orbit as their first community hire Amanda Boyle joins Github as Community Strategy Sr. Mgr Paola Johnson promoted to Head of Community & Customer Advocacy at Though...
🔓 29: Post, vote, comment, ask a question, answer a question, or attend a user group
March 02, 2021 05:00 - 1 hour - 46.1 MBDefining, measuring, and executing community engagement programs to grow your community and achieve your business goals. Also, Peeps. Community Industry News: Holly Firestone promoted to VP, Community Advice for DEI in Your Communities Circle raises $4M Commsor raises $16M Twitter announces ‘Communities’ Engagement: Definition of Engagement Definition of Thread Depth Definition of Solution Rate Definition of Responsiveness Programs: Definition of Member Onboarding ...
🔓 28: Keeping you out of prison
February 16, 2021 05:00 - 1 hour - 31.2 MBPartnering with Legal for all of your community needs, staying out of prison, and an egregious misuse of the Salesforce blue cloud logo. Community Industry News: CMX 2021 Community Industry Report Community-Led Pledge Working With Legal A checklist for how to partner with Legal Sponsored by: Hivebrite is an all-in-one community management platform that empowers organizations of all sizes and sectors to launch, manage, and grow fully branded private communities. Grow your community...
🔓 27: Content is Queen
February 02, 2021 05:00 - 1 hour - 35.2 MBEverything you need to know about building world-class content programs for your community, step-by-step. Community Industry News: Happy CMAD! Khoros acquires Flow.ai Community Club Job Survey CR State of Community Management 2021 CMX 2021 Community Industry Awards Content is Queen: Matt DeSimone Alteryx Community HubSpot Community Telluride Heli-Skiing Sponsored by: Grow your community and prove ROI with Orbit, the community experience platform that puts members first...
🔓 26: Groupopolis
January 19, 2021 05:00 - 1 hour - 35.3 MBHow to leverage Groups to strategically scale your community. Community Industry News: Khoros acquires TopBox IBM acquired 7Summits Alteryx Community 2020 Wrap Emails Groups: 16: Presentations, networking, and food Vanilla’s 2021 Community Predictions eBook Brian tweeted asking who uses Groups effectively Join the “Erica Kuhl Sux” group Sponsored by: Vanilla cloud-based customer community software. Drive loyalty, grow sales, and reduce service costs Grow your commu...
🔓 25: A Costco-sized warehouse full of Support Engineers
January 05, 2021 05:00 - 1 hour - 49.7 MBWorking collaboratively with Customer Support to build a self-service community, ramping efficiency, and creating business value. Working with Customer Support: Deflection Brian’s CMX 2016 Talk On Support Communities Community Launch Guide Brian’s TSIA presentations: 2017 and 2018 Tribal Knowledge Brian’s IS-CL Presentation on Calculating ROI Solution Rate Responsiveness Sponsored by: Vanilla cloud-based customer community software. Drive loyalty, grow sales, and re...
🔓 24: Preparation meets opportunity
December 22, 2020 05:00 - 1 hour - 29.9 MBErica and Brian revisit their 2020 predictions, discuss current trends, and look ahead to 2021. Trends and Predictions: 2: The next normal Community Club Jobs Board "He hit a home run, and didn’t even realize it." Aftershow: Grandma Oblinger’s Dream Bar recipe Sponsored by: Vanilla’s 2021 Community Predictions eBook Localist’s community event platform gives you the tools to connect, grow and engage your community.
🔓 23: Be bold. Be brief. Be gone.
December 08, 2020 05:00 - 1 hour - 31.7 MBHow to effectively engage Executives to sell the idea of community, gain their buy-in, and partner for success. Gaining Executive Buy-In: 3: Sell the why 21: Everybody wants the big title “Sell me this pen.” Brian’s IS-CL presentation How to stall in a meeting Sponsored by: Localist’s community event platform gives you the tools to connect, grow and engage your community. Hivebrite is an all-in-one community management platform that empowers organizations of all sizes and ...
🔓 22: Lead with gratitude
November 24, 2020 05:00 - 47 minutes - 22.3 MBA Thanksgiving Special: Extending gratitude and telling stories about people that changed our careers and lives forever. Giving Thanks: Jon Wishart Holly Firestone Joe Cothrel Karen Mangia Karen’s Books Our Sponsors: Khoros, Community Club, and CMX You! Our Listeners! Aftershow - Favorite Thanksgiving Recipes: Corn Casserole Brownies & Icing Pumpkin Maple Baked Bean Cornbread Casserole Sponsored by: Vanilla cloud-based customer community software. Drive loyalty,...
🔓 21: Everyone wants the big title
November 19, 2020 02:06 - 53 minutes - 25 MBA special live episode recorded at Vanilla Conversations. Erica and Brian talk about their experiences as VPs of Community and what it takes to get to that level. Related episodes: Crafting a vision Building teams and leading people Sponsored by: Vanilla cloud-based customer community software. Drive loyalty, grow sales, and reduce service costs
🔓 20: Employees are customers, too
November 10, 2020 05:00 - 1 hour - 34.6 MBEnlisting, enabling, and motivating internal employees to take an active role in the success of your customer community. Employee Engagement Sample Employee Guidelines Sponsored by: Localist’s community event platform gives you the tools to connect, grow and engage your community. Vanilla Conversations brings together practitioners from around the world to share their stories, their experiences and their knowledge.
🔓 19: Impostery
November 06, 2020 23:35 - 59 minutes - 27.8 MBErica and Brian take a break from election results to talk about imposter syndrome, mental health, and finding trusted confidants. All the feels: Joanna Bloor Erica’s Blog Post Ted Lasso Holly Firestone Sponsored by: Community Club - Whether you're an experienced community manager, just starting out, a founder building a community-driven business, or just community curious, the club has something for you
🔓 18: I’ll take one Culture, please
October 27, 2020 04:05 - 1 hour - 41.3 MBCreating a culture in and around your community. Also, epic story time with Erica and Brian — you don’t want to miss it. Some personal news: brianoblinger.com ericakuhl.com Creating culture: V2MOM Erica talking culture on the Culture Amp pod Aftershow: SteveMo on stage with Macklemore Sponsored by: Vanilla Conversations brings together practitioners from around the world to share their stories, their experiences and their knowledge. Localist’s community event platform...
🔓 17: Minimum Viable Community
October 13, 2020 04:00 - 25 minutes - 11.8 MBIn this very special episode of the pod recorded live at CMX Summit 2020, Erica and Brian walk through the finer points of launching a new community using their free Community Launch Guide. Go For Launch: Community Launch Guide Minimum Viable Community Community Industry Terms Glossary everyoneknowsmaria.com
🔓 16: Presentations, networking, and food
October 01, 2020 22:10 - 1 hour - 32.5 MBA special live episode about community events - user groups, VIP events, and conferences - on Khoros’ new events platform. Events: Event page on Khoros’ Atlas Community Salesforce Trailblazer Groups Alteryx User Groups Sponsored by: Khoros Engage is back on October 14th, 2020 with virtual sessions for professionals looking to learn from brands leading the way in digital customer engagement.
🔓 15: Steer, edit, lock, remove, ban
September 29, 2020 04:00 - 1 hour - 41.8 MBCustom shirts for community pros, moderation best practices, and a role-play in which Erica drops the ban hammer on Brian. Get Your Community Shirts!: https://ib4tl.fm/shirts Moderation: Former YouTube Mod is suing because of PTSD Facebook paid $52m to Mods with PTSD Adam Nichols Definition: Moderator Definition: Moderator Guidelines Definition: Abuse Reports Sponsored by: Khoros Engage is back on October 14th, 2020 with virtual sessions for professionals looking to ...
🔓 14: Close to the money
September 15, 2020 04:00 - 1 hour - 37.3 MBErica and Brian answer the question “where should community live in an organization?” and detail the pros and cons of each department. Where should the community live?: Brian’s talk on customer support community strategy Episode 4 about Customer Experience Aftershow: Pink Whitney Breckenridge Whiskey Arnold Palmer commercial Sponsored by: Localist’s community event platform gives you the tools to connect, grow and engage your community. Khoros Engage is back on October 1...
🔓 13: Get rid of your stupid hero
September 01, 2020 04:00 - 1 hour - 35.2 MBData-driven community UI/UX design, best practices, and Brian’s hatred of ridiculously large hero images. Design: Hero image Joe Cothrel “Above the fold” Glowing Blue 7Summits Sponsored by: Vanilla cloud-based customer community software. Drive loyalty, grow sales, and reduce service costs The Localist event platform aggregates, automates and analyzes all of your events, so you can grow your community
🔓 12: People are #1
August 18, 2020 04:00 - 1 hour - 50.8 MBArchitecting a team, building culture, and leading people to be the best they can be. Also, epic rants by Brian. Architecting a Team Resource: Community Team Leveling Guide Resource: Sample Community Org Structure Resource: Community DACI Holly Firestone (Theme Song) Julie Hamel Sponsored by: Localist’s community event platform gives you the tools to connect, grow and engage your community Vanilla cloud-based customer community software. Drive loyalty, grow sales, and re...
🔓 11: You get what you pay for
August 04, 2020 04:00 - 1 hour - 34.6 MBTranslating your strategy into technical requirements, engaging with community platform vendors, and negotiating the best deal. Pre-Show: Brian doesn’t have COVID-19 Resource: Community Launch Guide Platform Vendor Selection: Brian’s twitter thread on vendor selection Builtwith.com Feverbee’s community platform comparison tool Resource: Platform Vendor Scorecard Sponsored by: Vanilla cloud-based customer community software. Drive loyalty, grow sales, and reduce service...
🔓 10: Back to Failtown
July 21, 2020 04:00 - 1 hour - 30.1 MBErica and Brian return to Failtown to tell tales of some of their biggest screw ups. We innovated these failures so that you don’t have to. #Fail Episode 6: So far, so good Flip Video Camera Vanilla Forums Community Blog Brian's Twitter thread on the Admin rank fail Adam Nichols Sponsored by: The Localist event platform aggregates, automates and analyzes all of your events, so you can grow your community Vanilla cloud-based customer community software. Drive loyalty, grow sa...
🔓 9: Everyone wants a cool dashboard
July 07, 2020 04:00 - 1 hour - 41.4 MBAll about community measurement - Part 2: Targeting specific stakeholders, designing effective reports, and telling compelling stories. Designing Reports: 1-page PDF report Erica’s weekly Chatter report Remove The Legend To Become One Resource: Community Metrics Template Resource: Quarterly Update Template Tableau Viz of the Day Telling Compelling Stories: The Seven Basic Plots Erica’s Blog: Story Time Sponsored by: Vanilla cloud-based customer community softwa...
🔓 8: Just say No to Page Views
June 23, 2020 04:00 - 1 hour - 33.3 MBAll about community measurement - Part 1: Building a framework to measure performance, defining KPIs and health metrics, and partnering internally to accelerate your efforts. Framework for measurement: What are the business problems (Goals) you’re trying to solve? “We need to reduce our support costs” What is the approach (Strategy) you will take to meet those goals? “We will build a self-service support community” How will you measure (KPIs) the performance of your strategy? “Dollar ...