CMX Masterclass - Beyond Page Views: The Modern Framework for Measuring Community Impact
Thank you for joining us at our latest CMX Masterclass! In this session, we went beyond page views to explore how modern community teams can measure what truly matters in an AI-driven world—engagement, activation, and real business impact.
Huge thanks to Michael Puhala, Bevy’s VP of GTM & Product Strategy, for walking us through the Community Flywheel—a practical framework for moving past vanity metrics, activating super-users, and building self-sustaining, high-performing communities. From outcome-driven measurement to creating ecosystems that scale, Michael shared actionable insights grounded in years of enterprise community experience.
And of course, thank you to everyone who joined, asked thoughtful questions, and contributed to such a rich conversation.
You can rewatch the session and revisit the Community Flywheel framework below!
💡 3 Actionable Insights
✳️ Replace Page Views with a Flywheel Scorecard Execs Can Trust
Create a monthly or quarterly snapshot built around the Community Flywheel’s four core metrics:
- Knowledge Resolution: accepted solution rate + sentiment trends
- Responsiveness: median time to first reply + median time to accepted solution
- Communication Efficacy: open/click rates and return visits from nudged segments
- Cohort Retention: which members are still active 6 months later—and why
Use the same format every time so leadership stops defaulting to traffic and starts anchoring on outcomes.
⏱️ Measure “Feeling Seen” as a First-Class KPI (Not Just “Answered”)
Separate time to first response from time to resolution and operationalize both:
- Set a clear internal target for first reply (e.g. same day)
- Track median time to first response alongside accepted solutions
- Monitor SME response rate within defined time windows
This shifts community from “content hub” to a responsive, experience-driven system execs immediately recognize as valuable.
🎯 Prove Re-Engagement with One Cohort Experiment per Month
Pick one quiet segment and run a single, focused reactivation test:
- Define a cohort (event attendees who never posted, lapsed contributors, new joiners)
- Send a targeted nudge (newsletter, notification, event invite)
- Measure the full loop: open/click → return visit → contribution
Within a quarter, you’ll know which segments reliably come back—and you’ll have clean proof that community drives sustained engagement, not just one-time activity.
Missed the webinar? Watch the replay below!
Access the Complete Webinar Replay
Thank you for joining us at our latest CMX Masterclass! In this session, we went beyond page views to explore how modern community teams can measure what truly matters in an AI-driven world—engagement, activation, and real business impact.
Huge thanks to Michael Puhala, Bevy’s VP of GTM & Product Strategy, for walking us through the Community Flywheel—a practical framework for moving past vanity metrics, activating super-users, and building self-sustaining, high-performing communities. From outcome-driven measurement to creating ecosystems that scale, Michael shared actionable insights grounded in years of enterprise community experience.
And of course, thank you to everyone who joined, asked thoughtful questions, and contributed to such a rich conversation.
You can rewatch the session and revisit the Community Flywheel framework below!
💡 3 Actionable Insights
✳️ Replace Page Views with a Flywheel Scorecard Execs Can Trust
Create a monthly or quarterly snapshot built around the Community Flywheel’s four core metrics:
- Knowledge Resolution: accepted solution rate + sentiment trends
- Responsiveness: median time to first reply + median time to accepted solution
- Communication Efficacy: open/click rates and return visits from nudged segments
- Cohort Retention: which members are still active 6 months later—and why
Use the same format every time so leadership stops defaulting to traffic and starts anchoring on outcomes.
⏱️ Measure “Feeling Seen” as a First-Class KPI (Not Just “Answered”)
Separate time to first response from time to resolution and operationalize both:
- Set a clear internal target for first reply (e.g. same day)
- Track median time to first response alongside accepted solutions
- Monitor SME response rate within defined time windows
This shifts community from “content hub” to a responsive, experience-driven system execs immediately recognize as valuable.
🎯 Prove Re-Engagement with One Cohort Experiment per Month
Pick one quiet segment and run a single, focused reactivation test:
- Define a cohort (event attendees who never posted, lapsed contributors, new joiners)
- Send a targeted nudge (newsletter, notification, event invite)
- Measure the full loop: open/click → return visit → contribution
Within a quarter, you’ll know which segments reliably come back—and you’ll have clean proof that community drives sustained engagement, not just one-time activity.
Missed the webinar? Watch the replay below!
Upcoming events
Metrics, Measurement & Community-Led Growth with Anuj Adhiya & Josh Zerkel
Your community metrics are broken — and AI is hiding it. Anuj Adhiya shares a framework to measure real member value, not bot-inflated engagement.
Hot Takes: Friction, Advocacy & Trust with Santiago Espinosa, Gabrielle Herrera & Vero Heino
Three provocative takes: why friction builds belonging, why advocacy is earned media, and why your community is a trust engine — not an engagement tool.
Career, Growth & the Renaissance Mind with Guilda Hilaire, Suzanne Shaw & Avital Knoller
Community managers are strategists, signal translators, and career architects. Three speakers make the case for what the role is really worth — and how to prove it.
CMX x Blomma: Growth, Career & Community in SF
Join us for an intimate evening in SF bringing together a small group of community pros for networking, an honest fireside conversation, and real hands-on time with tools to help you advance your career and your practice.
Loop 2026: The Global Community Summit
For the first time ever, the global community industry is coming together in one continuous, 24-hour virtual experience. Loop is a full-day orbit around the world, starting where we finish and circling through every region, time zone, and voice that makes this industry thrive. Hosted by CMX, Led by Community, and The Community Collective, this summit is more than an event—it’s a global relay of ideas, connection, and inspiration.
CMX Summit 2027
The community industry's flagship event is coming back. CMX Summit brings together the world's leading community professionals for two days of honest conversation, tactical depth, and the kind of connections that actually stick.
