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Hi everyone! đź‘‹
I’m building an internal customer story database and would love to hear how others are approaching this.
I’m specifically looking to capture non-public stories( things like product use cases, customer impact, and utilization) to give our team a more complete view of what customers are doing with us. Ideally, this would be updated quarterly or bi-annually and feed into an LM system like ChatGPT or NotebookLM, making it easy for teams like sales to search, e.g., “Which customer is doing XYZ with us?” or “Which customer has seen XYZ results?” From there, I’d surface the most compelling stories to develop into public-facing assets.
Right now, I’m exploring having CSMs share their QBRs with me so I can extract key insights and build the database.
How are you capturing and organizing this kind of info at scale? Are you using any software? Would love to hear what’s working (or not!) for your team.
Thanks in advance! 🙏
Also interested in hearing what others are doing!
We are using Peerbound for this
We are using Peerbound for this! We were really struggling and managing this across spreadsheets and Highspot. (The same case study from 5 years ago is still our most referenced in Highspot )
Peerbound is great, it integrates with Slack so your reps can just slack the bot based on whatever they’re looking for. You can add any kind of proof you have already — like case studies/customer stories/quotes/webinar recordings, and it integrates with G2 and Gong so it also surfaces snippets from Gong calls and reviews when you search for use cases.
We also have our CSMs capture “big wins” during customer calls. Fortunately they’re metriced on it so we have a great library of them to pull from. But they just add it to a custom field in Salesforce.
I’m happy to chat more and walk you through how our sales team uses it. There are also a bunch of features built for customer marketers. We’re just getting started with it so I haven’t scratched the surface there yet but I’m really excited!
+1 we're using Peerbound for this too <@U092F5QDLGK> ! pulls all our public content as well as creates new blinded content from Gong calls. the Slackbot lets reps query for specifics they're looking for - ours love that we rolled this out
In the peerbound app, it also surfaces "moments" from Gong calls - so any recorded QBRs you should be able to pick up the juicy details there. plus, they have workflows that allow you to reach out to customer for approval directly based on that content. One of the "moment types" they filter for is "Impact insight" which helps us surface any outcomes that might have been raised in a QBR
Peerbound is fire. Happy to demo.
Our team is also just starting with Peerbound! Would love to connect at some point to talk through use cases for GTM, also how your CM teams are using it.
Testing out the slackbots right now!
I'm also very interested in seeing how this works IRL!