#general

@Emily Coleman I have been involved with this task a few times. TBH, none were successful, which may be helpful. Can do a 1-1 or a group call…Irwin

I'm working on a bold new project and I'm wondering if anyone is interested in talking about it.

I'm working with one of our customer success leaders and our data team on a project to build some kind of sentiment scorecard into our customer adoption journey. Today we have a V1 of an account maturity grade (A-F) that's built on product usage data. However, product usage data isn't the whole picture, and it can be deceiving.

So, my small working group is trying to build a programmatic way to incorporate customer sentiment from all of the places it lives to feed a data model that will be shown on a dashboard for leadership and incorporated into our new CSP for account teams.

Right now, I'm collecting a list of all of the different signals we can use, where the data lives, and what would trigger the ask. I'd love some feedback on what I'm working on so far, especially if you've ever done anything similar. Anyone up for a discussion?

I do not normally post a lot of links in here, but I just posted about an issue that has impacted the community. I'd love your support in sharing this with people in Advocacy. @channel https://www.linkedin.com/posts/marygreencny_a-cautionary-tale-about-buying-tech-activ[…]m=member_desktop&rcm=ACoAAAGvhVgB5SAn4yoFG6PJCwww9GBRY_9IhlE

Here is our discussion from Sept 5th, me, @Evan Jacobs <@U08U4PV81KP> @Kristine Kukich @Sheila Tobin @Wendi Wolfgram @Jean Hodges and Steve Jones discussed: gifts to send advocates, along with presentation of those gifts, skip level meetings, Kristine shared an update on her AI & Customer Education project, Wendy shared a win in her new position, and getting customers to do video stories along with approvals.

The video is split into sections via Grain, to make it easier for you to find the value in the discussions. 🙂

https://grain.com/share/story/d72c31c5-629b-4ea3-a596-2312f8c71e5b/XMjriFZASpuyAQUxgcfResw2geNfY4gZkFMEm6h9

The page looks funny, but if you hit play, it works fine.

❓Are there any links to videos available from last week’s SF CMA event? I’m interested in seeing some of the sessions (and @Kevin Lau of course) 🎥

Found some CMAers in Boston ❤️❤️❤️

Instead of a discount, I would think about offering access to VIP training, an ROI analysis or something that the customer would consider valuable. Discounts can be tricky especially when it comes to renewals and contracts.

Happy Friday, y’all! Curious to hear your thoughts - how do you feel about offering a discount to beta users of a new product or feature?

Personally, I’m for it if it’s packaged thoughtfully and framed as part of the beta benefits. My team, though, is concerned it could send the wrong message and potentially dilute the quality of feedback.

I think those risks can be managed if we:
• Recruit the right-fit customers
• Provide clear exercises or use cases for them to test
• Ask targeted questions to guide the feedback

What do you all think? If you are a part of a beta program, have you tried this approach, or seen it work (or backfire)? Would love to hear your perspectives!

5 minutes until our weekly call, Bring Your Topics https://us06web.zoom.us/j/4029861639 @here

Is anyone using ChurnZero for lifecycle plays or customer comms?

Hi! Has anyone done custom lego sets as swag before? I'd love some vendor recommendations (or anyone to avoid). Thanks!

Hi all! For those with annual Customer Awards, do you have a page on your website to celebrate the winners? If so, where in your site nav does it appear? Or maybe it's a page that is only linked to from the following year's award nomination page to see last year's winners, or in social media or press releases celebrating the winners. Thanks for sharing! 🙏

Hi @channel, I know we all have various political opinions and such, but many people are struggling with the shootings from yesterday. If anyone needs to chat, I'll make myself available.

Additionally, we have an open discussion tomorrow (check the <#C04B57HN9D3|> channel) and I'm happy to discuss there as well.

Otherwise, it will be another "Bring Your Topics" call.

Hey all, I am joining Megan Bowen from Refine Labs, if you don't know her, she has incredible knowledge and experience to drop. Our topic is driving GTM in today's landscape: Brand, Demand, Expand

Next Tuesday!
🔗 Register here: https://lnkd.in/edXRvGGS

@Elise Woodard The most important part of setting up user groups is figuring out how to segment your customers. You can do it by product, use case, geography, expertise level, industry, or any number of variables--it depends on what is most important to your company (and customers!) and which cohorts will drive the most engagement and value.

boston meet up next week? monday around 6 pm - staying at the newbury so somewhere near there - chime in in thread and ill get a resy

Hello everyone! Does anyone have tips/best practices for starting user groups? I run corporate comms at a data startup so this is out of my wheelhouse but was given to me to manage. Would love ALL the advice 🙂

Good morning and happy Monday everyone. I am working on trying to track influence, recurring revenue for case studies on our website as well as seismic.

Now I have some thoughts because we use WordPress, Google analytics tableau, seismic, Marketo and salesforce but I am not 100% certain how to implement it since I am not on the web and content team, marketing, ops team or sales ops team.

I have seen attribution of case study adoption tracked at HubSpot using HubSpot and Looker when I was was at HubSpot but since my current org does not use HubSpot, I wanted to ask if anyone has successfully tracked influence, revenue, and attribution for case study adoption in their organization, using the tools I mentioned.

Thanks!

Hi! Checking to see if we have a channel on Customer Education? I am kicking some programs off the ground, so would love to chat 1 on 1/or with folks that have been successful at setting and marketing these programs.

On for Open Discussion @channel https://us06web.zoom.us/j/4029861639

HAPPY BIRTHDAY @Ciana Abdollahian I hope it's awesome!

Hey all, does anyone use Descript for gathering customer testimonial videos?

Or do you prefer another tool for doing this, on a small scale for now.

Hi, all! I'm new to this group and advocacy as a dedicated role. I've done some amount of it as part of a more general strategic stack, but I'm really excited to go deeper into this topic and learn from you all!

You’ve probably seen the news - Salesforce is cutting 4000 customer service/support roles. Do we think any of these people might trickle in to the CM, Community, and Advocacy world?
https://www.youtube.com/watch?v=B5IgfCAscjA
https://www.youtube.com/watch?v=fFS0xBBvDRE

Hi Everyone, does anyone here manage, own, or support a beta or early adopter program at your organization? I’d love to hear:
• What activities and responsibilities fall under your purview
• How you define and drive success for these programs
• Which teams do you collaborate with and on what topics

Looking to learn from your experiences and share best practices! Thank you!