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Hi everyone! I'm creating a new resource for the community and would love your input. What are your 3 biggest challenges when it comes to identifying customers to particpate in customer stories?
In the past, there's been no awareness or cross-functional processes between us and sales/AE's for collaboration. It's a hunt in a maze to identify happy customers and ensure they qualify for case studies.
- Knowing which customers have a good story to tell
- Finding the right time (between expansion, renewals, and admin/champion churn due to market changes, finding the right time to reach out feels like trying to eat an avocado when it's perfectly ripe)
- Getting around internal blockers to a customer story (no logo rights, policy says they can't "endorse" a vendor etc.)
Great question, Emily. Here are my 3 biggest challenges:
1. Identifying the right customers who are in good health and have a good story showcasing our platform's value.
2. Shannon said it before, but internal blockers. Once you identify, it doesn't mean they will say yes.
3. Giving the customers value, especially if we have already asked them to participate in other advocacy activities.
I second all of these!
While I agree with the ones mentioned above, I'd add trying to focus what the story will be about. Sometimes you know a customer is successful and happy but either the metrics aren't there or the value isn't really something you want to spend time and resources talking about.