#discussions

Happy Wednesday!!
Has anyone found a good way to report on customer lifecycle, similar to how you'd have a prospect funnel, but with the customer lens? Does anyone have a customer funnel, or what are you using to show movement? Thanks!!

Please do not post anymore in this channel, we can use <#C06JXSTARJR|>. You can respond to the posts already available and I'll archive later this week - it will still be searchable. 🙂

Customer award program KPIs...
Thanks to everyone who answered previous questions about customer awards. I'm being asked to add KPIs to tracking. For those of you who have run awards (I inherited this, so I don't know how we measured previously), how did you measure the program and its success? What were your overall goals?

Anyone super familiar with Gong for customer advocacy?

👋 Hi all! I'm finalizing plans to launch my company's first Customer Advisory Board. For folks that do have a CAB at their organization, do you have members sign any terms and conditions? I'm putting together a rough draft to run by our legal team, so getting a pulse check on what's standard would be really helpful. Thank you!

Looking to planning for next year, does anyone have a customer story scoring framework that they use to help with prioritization? Thinking about a classic content scoring system. Thanks!

hey squad! I'm working on a deck to present to our CSM team to get their buy-in for our new customer advocacy platform, which we are FINALLY rolling out (woo!)

What are the benefits of participating in our customer advocacy efforts for them? We want them to invite their favorite customers. Thoughts?

Hey everyone! We've been #1 in our G2 grid for 10 quarters now (which is amazing!), but I feel like saying "10 quarters in a row" is starting to become a bit repetitive. Any ideas on how to make this feel fresh and exciting again for marketing? Also, I’d love to hear any strategies that have worked for you in generating G2 reviews. Gift cards and incentives have been great, but I’d love to hear what’s worked for you, any fun or unique strategies that have helped? Would really appreciate your ideas! Open to chatting more on here or hopping on a quick call. Always open to connecting 🙂

We’re evaluating how to manage customer experiences around logo usage, quotes, case studies, and speaking engagements for 2025. As we work in the financial sector, we’re dealing with extra scrutiny on what needs to be formally agreed to. Many of our customers have had their marketing rights removed in their initial contracts, so there are scenarios where we need to go back to them to clarify what we can and can’t do. (which is also a best practices to let the customer know how we are using their voice, right!)

My main question is: What are your best practices regarding customer agreements for logos, quotes, case studies, speaking engagements, etc.? Do you manage these through separate agreements, or is there a single agreement that covers all these requests?

Once you get the " yes, " it's not always the most enjoyable part of the job, but we’re reassessing how to handle these requests more effectively. We would love to hear how others approach this.

(Does anyone have the magic to make this part easy. 😉)

Hi! I am working on my FY25 advocacy program planning deck and we need to standardize how we are rewarding our advocates/references... Besides implementing a new tool (like Influitive, etc.) have anyone built out a rewards tier system that has worked well for them? (Sendoso integrations? Ways to automate?) Any insights are helpful 🙂 Right now, I am tracking everything manually and sending out individual Sendoso gifts. TY!

Does anyone here use HigherLogic/Vanilla who might be open to chat with me about your experience?

does anyone have a local vendor in chicago that they've used to prepare customer gifts? im looking for a quick turnaround on a few items to be delivered to a conference in town next week and ideally want to work with a local shop to execute.

Hi everyone! We're looking for a new video testimonial vendor in/around the London area. Does anyone here have any recommendations for a vendor they've used and loved? Please include example videos! Thank you

Hi all! We have some really amazing customers and many of them want to share their successes, but we don't have a large customer marketing team that can support the creation of case studies, videos, etc. Wondering if anyone has developed a process where there's a simple way for customers (or the CS team) to easily input a customer's story (perhaps a form with prescriptive questions) that would quickly enable the creation of a one page story or maybe just a graphic or slide that the customer could approve and we could post online? Trying to scale our efforts and looking to automate some of this work!

How involved are other team(s) in your advocacy building? Do you ask customers to becomes advocates yourself or do you have your customer success/account management/leadership teams ask? (I don't think there's one right answer here, just curious to hear experiences)

Does anyone do pre-conference training as part of your overall customer conference/ user groups, and if so, do you charge a fee?
Curious to see what other SaaS companies are doing around the cost and value. Thanks!

Hi CMA friends! I am looking to revamp our current customer case study slides with a new slide template. Do any of you have a template that you really like? That the sales team uses regularly? That's clear about ROI and visually appealing? Tells the whole story without being a whole slide of text? Any suggestions or examples would be super appreciated!

I'm all in on carousels these days - so customer quotes to carousels. Also enamored with social media short videos.

Hi Everyone, We have some case studies that have quotes from client contacts that have now left that company. I’m curious how others handle this so I thought I would post this here and ask if anyone else has experienced this and if so what did you do? Did you go back to the client and try to get a new quote? take the case study off the website? Thanks in advance for your thoughts!

What platforms are people using to run the application process for their awards programs? For reference, we use typeform and that has worked well enough over the first two years of the Golden Grots. But in the name of evolution, I wanted to see what else was out there before we launch year 3.

Many years ago (when people were more centrally located in offices) we sent a swag kit to the implementer. In it, there was a 'treasure map' we created with specific onboarding milestones in it. If they completed all the steps in the map before 30 days we gave their team a pizza party. We had a few customers hit that milestone and they all enjoyed it. I know that things like this are much harder to do today though... 😢

@Kelly Miller @Shannon Howard I’m a big fan of Sendoso & branded apparel that folks will actually wear. When I worked at Salesforce we had a swag store, & I purchased a jacket for myself that I kept in the office for chilly days. Recently I shipped a box of my former employer’s useful swag to a friend who was recently hired, just before Dreamforce.

Love the idea, @Kelly Lynch!

@Kelly Miller - haven't done new client welcome gifts in a while, but what we just did for a different program was established a budget and a few options that fit that budget. We then offered customers the option to pick which gift they wanted. That seemed to go over well!

I’m not sure if this has been done before, but the idea struck me as a good one. What if when a customer begins implementation & training, we introduced them to an “onboarding buddy - a like-minded customer, who has successfully implemented & is up & running tracking ROI in a similar use-case?” I’m modeling this idea from my own experience of onboarding into my role & having the comfort of a buddy I can reach out to & exchange ideas, learn through their mistakes & rearview mirror lens. This customer connection could be a gift through the introduction & curated interactions for growth & community.

@Andru Creighton and I built these last year!