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Important info for Customer Marketers & Community members
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Hey CX crew! Question for the group re SPIFFs around review acquisition efforts with Customer Success teams. What is the general opinion regarding including minimum requirements for eligibility for the top 3 rewards? Should the top 3 rewards be granted to the highest achievers, with or without a prerequisite of a minimum number of reviews attained? We're working with about 60 participants, which I think is important to consider with regards to reach. Thank you!
@Camille Shortridge you should ask Laura O. about her experience with incentivizing CSMs for GPI reviews ahead of Gartner MQ the last 2-3 years. She's tried a mix of a SPIFF/spot bonus, Snappy gifts, high value swag, and lower value swag just for participating and could speak to what worked the best. Some friendly competition between teams works well too. The CSMs don't get incentivized/rewarded as often as sales does because they're usually not SPIFF eligible...so they seemed extra appreciative of the rewards regardless of what it was
Awesome, thank you @Megan Donaldson at Zoom ! I'll reach out to Laura.
I've tried SPIFFs with CSMs in the past. Posting a weekly leaderboard in slack (or your CS channel however you message) helped motivate those that were competitive and we saw great results.
I've seen best results with a pay out for every review (for example $25) so that way everyone gets something for their work, with a top three tiered prize.
I have had minimum requirements for the SPIFF to get paid out of us reaching the goal as a team, and that for me hasn't ever been a deterrence. That minimum requirement just needs to be attainable and not too much a stretch goal or ppl see it and say "well never do that" and don't bother trying.
Definitely, thanks for the insight @Rachel Ward! Good suggestion to have an opportunity to have a shout out in a digest email.
A client had really good success in 2022 with a SPIFF campaign for their award program (not reviews), but then we ran into an unexpected roadblock for the 2023 season: CSMs were unwilling to participate if there wasn’t a similar financial incentive presented … and the org is experiencing significant cutbacks this year. We didn’t anticipate this hurdle 🥴
The 2022 season was dollar figure per submissions, with leaderboards. Some CSMs walked away with thousands!
Thanks Irwin and Alexie! Such a great point about setting expectations for what SPIFF's will be like moving forward in the future, and also, getting support from leadership as well.