#general
General Discussions & Topics
Thread
In my new role in Customer Marketing, I see a need for more sharing of customer information across our teams. I want to create an internal communication vehicle that goes out on a regular basis to cross-functional teams that interact with customers to ensure we are focused on the same objectives, speaking with consistent voice, sharing best practices, customer successes, and creating more of a feedback loop, etc. so in my case this would be with the customer success, customer training, marketing and service sales teams. What formats for this communication would you recommend? An email newsletter? Any templates I can see? Thank you!
No one reads, and no one reads about busy work. I don’t think a newsletter will solve for what you’re talking about.
You need to meet them where they are (meetings, Salesforce, other tooling, etc) with an exec sponsor / their boss backing you. Get alignment with Rev Ops so things like customer feedback are meaningfully tracked in the right places.
Identify the WIFM - like Simon Sinek says, start with why. Get good metrics in there about why and how it’s important to the success of these teams, pertinent to individual work. Back it with data.
Get exec sponsor alignment so whatever you’re trying to do is a part of their mandate.
Say it again and again and again. Get recordings / content in the right places for training new employees and keeping current employees up to speed.
Thanks so much @Mindy Lyons Blackstock for this thorough answer. I am just starting my 4th week so I need to do some more investigating as to teams and tools. I do not know that we have a RevOps team, to be honest. I can get an exec sponsor and I have spoken to managers of the teams already. I can definitely present at these various team meetings. I have identified the WIFM but I need to confirm metrics.
When you say use SalesForce, in what way do you mean?
Thanks again for the great input!
Hey Sharon - glad this was helpful.
If you don’t have Rev Ops - dig into who owns SFDC or tracks customer data. Try to get what you’re working on / customer feedback to live in that central source of truth. Try to identify motions/playbooks that exist that you can lean into.