#general

What's your experience with the company been like, @Shannon Howard? I've looked into some certifications with them before, but honestly, this slack is one of the only industry places I engage, so I'm out of lots of loops. 🙂

With retention that high and the problem just slow contract signing, I wonder if the comms/asks aren't clear or if there's something about the renewal process itself that feels onerous. I'd look into that. Maybe add it to the agenda of a regularly schedule/recurring call, if a call is even necessary. And follow up with a "lovely talking to you, here's a link to docusign the renewal. We look forward to working with you in [X timeframe] and beyond!"

I don't know that I can get past fundamentally disliking the Alliance as a company to attend anything they host.

I won’t be holding our Friday call today as I’ve been sick most of the week. I’m sorry.

Anyone have a fantastic EBR slide deck template they'd be willing to share? 😄 Looking to refresh ours after some years!

Predictions is a sport. I just posted an article on LinkedIn that looks at Forrester, Gartner and Litmus 2025 predictions from the lens of customer marketing. Some great takeaways.

heyooo! anyone running executive advisory programs? i'm looking into really ramping up our exec customer engagement program and would love to hear what you've done.

Hi all! Anyone know of a good source for very general "ROI of customer advocacy" for SaaS company info? Google is giving me a ton of nonsense with questionable sources. We're just looking for some broad data points for a slide deck for our sales team about the value of customer advocacy and references in the tech space.

<#C06JXSTARJR|> Hi all! My name is Jasmina - I’ve been a bit of listener/soaking things in since I’ve joined this community but I’d love to interact more with folks here and share ideas.

I’d love to know (if anyone is open to sharing) what tool have you been using to track your reference calls, have sales request calls, nominate advocates, track customer advocacy activities, etc.

I’ve used ReferenceEdge, excel, air table and Orca in the past but would love to hear about what else is out there?

Read this insane email marketing breakup of an Ecom brand. Worth a read imo if you're trying to crack email marketing this year: https://www.linkedin.com/posts/sevselevs_emailmarketing-emailcampaigns-marketing-activity-7284850507209162752-ugVM?utm_source=share&utm_medium=member_android

Anyone know/have B2B tech/SaaS ideally or B2B more generally CSAT score data to benchmark externally?

I'm presenting at the Customer Marketing Summit in NYC in March about the intersection of customer marketing and customer success and the power of the two functions in unison. What topics within that framework would you be most interested in? What's top of mind for everyone? I'll be co-presenting with a customer success leader I've worked with previously. 🎤

How deeply should a customer advocacy/marketing/engagement/community manager/lead/director etc. be responsible for developing and executing customer acquisition strategies?

Context: this is a responsibility in a JD for a customer advocacy role I have a phone screen for today. In general I am seeing a lot of JDs with responsibilities that I think are out of scope.

Has anyone here done any freelancing work in customer advocacy or other customer marketing initiatives?

@Jeanne Talbot can you tell us more about getting intro'd to PR departments at large companies? How did you get the introduction? How did you position why you wanted to meet with them to learn about what matters to them? Thank you.

Everyone safe in the LA area? Sending lots support & love to folks there and those directly impacted by the fires ❤️

If you need anything, let me know — happy to do my best to help you/your family/your friends there!

Hi everyone. I wanted to ask if anyone has insights or experience with internal spiff programs specifically related to customer reference nominations.
I would like to know how your teams are rewarding account owners and customer success managers for nominating customers for reference programs. Any feedback on what’s been working well or best practices you’d recommend would be greatly appreciated. Thank You :)

Just looked at Champion and Laudable thanks to @Brittnee Dawson. Champion especially looks AMAZING. What other tech tools are people using in the new year? We've been using Lumen to create short customer story videos

I love this recent LinkedIn post from @Mark Huber about focusing on screenshots of LinkedIn posts, Slack messages, or email replies as actual proof from customers, rather than grand polished traditional case studies.

I'm ideating around collecting more of these small nuggets in our company (there are plenty), but many come from our implementation phase, which is a several month period where the customer works with our implementation team to fully setup and integrate the software.

How do others use positive testimonials from these periods of a journey? Do you anonymize it and use it for marketing, etc? Do you ask the customer to get it approved so it has a name/face with it when using it for marketing, etc?

Hi everyone! I was wondering if anyone who is running a CM program at a large, enterprise company could share their goals and big ideas for 2025. I'm always asked what other Customer Marketing teams are doing so I though I'd ask this group! What are you all focused on for 2025?

Hi all, I'm looking to speak with a couple of other CM team leaders to understand how roles and responsibilities on your team are structured. Is there anyone who would be up for chatting with me about this and sharing what your team looks like?

Hi there! I run our org's customer awards program & was curious about what you all think is the best way to collect award submissions? In the past, we had applicants download a template to fill out and then upload it to a form (through Asana). This year, I'd like to get rid of the template that has to be downloaded and then filled out as it's cumbersome - any ideas here?

Hello - and HNY!! has anyone worked with Showpad, and if yes, in what capacity as it relates to your typical advocacy program? I've been tasked with finding out if this sales CRM tool can support an Advocacy program....my initials thoughts are no, but wanted some feedback from others.

I also have a new year's resolution to be more active here! I used to be in Boston and would meet up with a few of you (shout-out to all you Boston customer marketers!), but am now back in Australia and would love to organise a Sydney in-person catchup or an AU virtual catchup to swap ideas and connect. So if you're AU or Sydney based, let me know! 🦘🐨

Welllll...I made it a declaration, so now I need to follow through and do it 😅 - I'm going to be posting regularly on linkedin 3-5x a week with practical CMA tips and leadership resources - if I'm lucky, and have enough time, I might do a video once a week - if there's something you'd like me to cover, LMK. One of the topics for tomorrow is how to scale your CMA results when you're new or have an expanded role