#discussions

Thread

Becky Scott December 10, 2024 at 05:57 PM

Customer award program KPIs...
Thanks to everyone who answered previous questions about customer awards. I'm being asked to add KPIs to tracking. For those of you who have run awards (I inherited this, so I don't know how we measured previously), how did you measure the program and its success? What were your overall goals?

Alexie Glover December 10, 2024 at 06:00 PM

A few that are top of mind for me:
• # of submissions
• # of customers represented across submissions (works only if you have customers that can apply to multiple categories)
• Revenue influenced (in-flight or completed deals that correspond with the award program timeline)
• # of priority brands represented (if your company has a marketing hit list)
• # of content pieces created
• Event-based metrics, if you host any award-specific events, such as a webinar (things like registration, replays, etc.)

Alexie Glover December 10, 2024 at 06:01 PM

Also, awards are so fun! What a great program to inherit!

Becky Scott December 10, 2024 at 06:01 PM

The awards are in conjunction with our first ever virtual user conference

Becky Scott December 10, 2024 at 06:02 PM

so the winners are going to be announced during the event

Shannon Howard December 10, 2024 at 06:22 PM

Like you, we ran our first awards program alongside our virtual summit/conference.

We included some of the measures @Alexie Glover outlined above, but we kept our goals more objective-focused.

I've attached some of the recap slides. One of the executive champions at an account kept promoting the crap out of the awards, opening the door to expand into other new groups at that company. So those are the types of stories we told, about how this was a feel-good for our customers and created recognition within their org that would actually elevate us to their executive team.

Alexie Glover December 10, 2024 at 06:23 PM

Absolutely love that final slide, Shannon! 🔥

Daniel Palay December 10, 2024 at 06:34 PM

What @Alexie Glover and @Shannon Howard have shared here is absolutely perfect.

One thing I would double click on, though, is the last point @Shannon Howard made as it's hard to codify. But I would describe it as Pride. Do your customers/winners view it as somethign worth sharing with the world and how do they end up doing it. With both the Grots and the awards at my previous role, we had winners put it up on their website or in their collateral without us even saying 'hey, can you do that for us'.

But in general, it's hard to put a number or a metric on pride.

Becky Scott December 10, 2024 at 06:46 PM

Our CMO is so numbers focused...he comes from a demand gen world. So anything that isn't numbers driven is really tough to get by with him.

Alexie Glover December 10, 2024 at 06:47 PM

I would definitely stick to your revenue options then. You can also look at opened renewals/expansions with the customers represented in your awards program for the following 6 or 12 months.

Alexie Glover December 10, 2024 at 06:48 PM

Not to mention the awards content used to support deals in the following 12 months.

Becky Scott December 10, 2024 at 06:49 PM

for those who haven't already done case studies before, definitely doing the leveraging for later. 🎉

Becky Scott December 10, 2024 at 06:55 PM

Thank you all. I'm hoping some of this language will help. ❤️

Becky Scott December 10, 2024 at 06:55 PM

Thanks for those last 2 points, @Alexie Glover

Shannon Howard December 10, 2024 at 06:57 PM

Or case studies created from award submissions and their influence on revenue.

Becky Scott December 10, 2024 at 06:59 PM

The influence on revenue is where I waver a bit. Connecting them more concretely.

Laura Faustman December 11, 2024 at 05:19 PM

@Becky ScottI haven't read this entire thread b/c I only have a few minutes, but I'm kicking the tires on this same type of program and something I think is important (forgive me if this was already said) is that this kind of activation is often very top-of-funnel, and therefore the metrics that are important to your goals may not tie directly to conversion/revenue if you aren't equipped with a robust attribution model. If doing so is all your CMO cares about, then this is a way to have that discussion.

Becky Scott December 11, 2024 at 06:38 PM

TY. this program doesn't have a robust attribution model. maybe down the road.

Cristina Levenetz January 06, 2025 at 06:20 PM

Hi @Becky Scott and @Shannon Howard, I just joined a new organization and I think I will need to establish an awards program in 2025. Are you open to chatting about your budgets for your programs? I want to get a ballpark range of what things will cost for the inevitable proposal I will need to put together. I really appreciate any help you can provide.

Shannon Howard January 06, 2025 at 06:30 PM

@Cristina Levenetz I'll send you our recap deck and brief, which includes budget.

Cristina Levenetz January 06, 2025 at 06:39 PM

Thank you @Shannon Howard

Becky Scott January 06, 2025 at 09:28 PM

Super small budget but sure!