Impact Points

Overview

Impact points help you quickly understand which Contacts are driving the greatest impact within your community. To calculate Impact points, different Contact activities are weighted based on their significance within your community. For example, a LinkedIn comment may have a higher weight for Impact points compared to a LinkedIn reaction.

Impact Points Weighting

Common Room provides you with default calculations for Impact points based on our assessment of a variety of communities and signals. Customers on our Teams and Enterprise plans can partner with the Common Room team to customize specific Impact point weights.

For example, a support community may highly value responses from Contacts. In this case, if you're on a Team or Enterprise plan you can request that we increase the weight of the non-self-reply Impact point value to a value higher than zero to better reflect the impact of those interactions.

Impact point default weights

Non-self Replies

Non-self replies are when a Contact replies to posts that are not their own post, and are a subset of replies in general. By default, non-self replies receive 0 extra points in weighting.

Business Integration Signals

Activities from business integration signals such as HubSpot are weighted as 0 by default since these interactions are typically outside the immediate context of the community.

Different Instances of the Same Signal

When there are multiple instances of the same signal (e.g. different Slack instances, different CSV uploads), each instance of the signal can have different weights applied to the different activity types. For example, if a Common Room is connected to Slack instance A and Slack instance B, impact point weights may differ between posts from Slack instance A vs. Slack instance B.

Suggested Use Cases for Impact Points

Recruit champions

Impact points can be used to identify impactful Contacts who you can potentially recruit to your champions program.

You can use the Contacts page to identify candidates to recruit into your champions program:

1. Go to the Contacts page in the left-hand navigation menu.
2. Filter to a time period relevant to your champion program (e.g. Last year)
3. Sort by Impact points, descending. This gives you a list of your most impactful Contacts in the selected time period who might be good candidates for your champions program.
4. If you have a pre-existing champions program being tracked via a Segment, you can apply a Segment filter to exclude existing champions from your list.
5. You can also apply additional filters such as Programming language, Location, Role, and Title to narrow down your list of potential champions.
6. From there, you can reach out to the Contacts in your list to recruit them to your champions program, and track your progress via a Segment.
7. If you would like to automatically reach out when recruiting potential champions who match predefined criteria, you can also set up a workflow.

Recognize Contacts / Champions

Impact points can also be used to identify and recognize your most impactful Contacts. For example, it's common for communities to run programs to recognize a Contact of the Month or champion of the Month.

You can use the Contacts page to identify impactful community Contacts to recognize:

1. Go to the Contacts page in the left-hand navigation menu.
2. Filter to a time period relevant to your Contact recognition program (e.g. Last 28 days)
3. Sort by Impact points, descending. This gives you a list of your most impactful Contacts in the selected time period who might be good Contacts to recognize.
4. If you would like to specifically recognize high-impact Contacts who are part of your champions program, possibly tracked via a Segment, you can apply a Segments filter to display only existing champions in the list.
5. You can also apply additional filters Programming language, Location, Role, and Title if you would like to recognize specific cohorts of Contacts.
6. From there, you can deep dive into your list of Contacts to identify specific individuals to recognize within your community, and add recognized Contacts to a Segment.
7. If you would like to automatically reach out to multiple high-impact Contacts with a thank you note and/or a link to receive swag, you can also set up a workflow.

Identify champions within an account

You can use Impact points to identify potential champions within an account or organization. Product champions within an organization can help others in the same organization get value from your product, which in turn increases your product's adoption and stickiness within the account.

1. Go to the Organizations page in the left hand navigation menu.
2. Navigate to an organization of interest.
3. Reference the Impact Points column to identify the organization's most impactful Contacts in your community.
4. From there, you can reach out to the organization's champions to engage them, and possibly even add them to a Segment to track account-level champions.

FAQ

Are impact points calculated differently based on the signals selected?

It depends. In Contacts, impact points are calculated by using both the selected time period and any sources selected. In Organizations, it only depends on the selected time period.

Can impact points decrease with certain activities?

Impact points don't decrease with certain actions. You can see a snapshot of a Contact or organization's impact points if you set a date window in your filters, which might show a lower score than the most recent data.