#announcements
Important info for Customer Marketers & Community members
Thread
Has anyone created Sales Playbooks for Onboarding/Adoption that complements/reinforces what you're doing from a customer marketing perspective? e.g. Here are the resources you should send to your customer in the first 30 days or adoption is low here are programs/resources you should suggest?
Working on this now! But not just sales, also CSMs in my context. Happy to share where I'm starting. But I don't have any adoption evidence yet!
I wonder if @Liz Oseguera has done this. @Elyssa Steiner might also have some ideas.
Watching this thread. If anyone has examples, I'd love to be included in this! Thank you.
I would also love any examples!
I said AEs only because I'm working with our SMB/Mid-market reps who only cover customers but CSMs would be applicable as well. I am starting on these journey so it's always helpful to see examples but also happy to share what I'm doing once I have a foundation built
We have a HUGE initiative around this for our 2024 SKO. Maybe a coffee chat discussion might be in order for us or you host a Friday community event with Mary since it seems like there's lots of interest around this.
@Mary Green (Owner CMAweekly) maybe we can do a Friday call on this topic?
For sure, would you want to host @Alexie Glover?
The soonest I have available is Nov 17 😬
Honestly I can host, does this day work for all of you @Ciana Abdollahian @Maura Frost @Crystal Anderson @Alexie Glover
Nov 17 works for me! And happy to host or have you host and just be a contributor 💪 - the longer we wait for the call, the more I'll likely have to share 🥲😅
I’m OOO that day but would love to see a recording or just any notes that were shared 🙂
Recording will be available @Maura Frost 🙂
I’ll put this down for the 17th
following this thread!
Would love to join this call too! 🙂
Please add me to this thread and call, thanks. I also have a few suggestions on sales enablement assets that I have done in the past that works well.
I should be able to make it!
Will do!
or if you are already on the weekly invite you can keep that. 🙂
Also happy to share how we're doing this at G2 -- we created CSM/AM "playbooks" that include email templates, onboarding guides and specific kickoff decks. (we did this through the full lifecycle too)
Friends, I am so sorry, but I am so sick today. I was really looking forward to chatting with you all today. I'll be watching the recording and chiming in with my thoughts after the fact. ❤️🩹
It looks like both you @Alexie Glover and @Ciana Abdollahian wont be making it today. I know @Katlin Hess couldn’t in the first place, so we might run with a different discussion today. I’ll let you know.
And of course, I hope you feel better. @Alexie Glover
Thank you ❤️
I think I mentioned I’ve been asked to take this over at my company and my team hasn’t been built out yet. Our customer journey is pretty complex so right now we’re trying to figure what are the key milestones for all customers for onboarding (specifically self-serve customers) and then create playbooks for our customer focused AEs to drive customers towards resources, workshops etc that help with onboarding. Then we’ll try to tackle adoption. I don’t think I have much to offer right now but happy to talk at some point.
Thanks for your insight, @Ciana Abdollahian. It sounds like we have similar initiatives including customer journey mapping and we are looking at Tech Touch experience in 2024. Would love to chat as you get further along in planning.
I’m sorry @Ciana Abdollahian I thought you might have ideas from your research or insights from the work you’ve already done. TY for sharing where you are again, I easily lose track.