Marie Elliott

#general - October 09, 2024 at 04:26 PM

I wish!! Have the best time. I hope to get again next year.

#general - October 04, 2024 at 01:54 PM

Depending on the audience, events that qualify for continuing education credits or leadership or customer service institute seminars like Disney.

#discussions - September 25, 2024 at 06:47 PM

I might be able to use some from Lifecycle and Enablement. Thanks!

#discussions - September 25, 2024 at 04:28 PM

KPI help request! What are you tracking in the realm of retention / adoption / engagement? I don't own advocacy or expansion.

#general - June 14, 2024 at 07:44 PM

*Customer Onboarding Change Management and Internal Comms* I've been looped into an exciting project to help our onboarding team with creating a slide deck and 1 sheeter that our champion would use to help their org get aligned right before implementation and onboarding. Think advice to the champion as well as collateral they could use themselves for cross-functional meetings. Anyone have this /do this before? I've got some ideas but would love examples of things that have been successful.

#general - April 10, 2024 at 08:19 PM

Anyone have a 30-60-90 day plan on building out customer marketing from scratch? I thought we'd shared something in here but I'm not finding it.

#general - March 26, 2024 at 04:01 PM

My customer spotlights are Q&A style. Most live in community and get promoted in newsletters but I'm working to get them added in our blog section also.

#random - March 19, 2024 at 04:55 PM

Thoughts on using customer success stories after the customer leaves? We've got a great one but they didn't renew. Internally, we're all of mixed opinions. Would love to know what others are doing. Keep it? Keep but anonymize? Remove?

#general - March 16, 2024 at 12:04 PM

Yea we were hovering in that range when I took over. It's been a process, for sure!

#open-share - March 07, 2024 at 08:13 PM

What a sweetie!! Thank you for sharing

#reviews - March 01, 2024 at 09:45 PM

Review request emails - anyone have subject lines that perform well? From my testing, I haven't found one that is awesome yet.

#announcements - March 01, 2024 at 05:57 PM

This winter has been rough for bugs. Hope everyone feels better soon (and you don't join the fun!)

#announcements - February 15, 2024 at 06:13 PM

@Emily Amos the latter. I typically will do an intro/discover type call to dig into what goals they had and how they are achieving them, any metrics they may have, how their use case is growing but sometimes the measurement and impact is more... Fluffy. Either due to the level of the happy user being too junior or the generic use case. I usually pivot those to a customer quote and or ask for a review but I'd love ideas and advice on how else to approach these cases.

#jobs - February 15, 2024 at 02:00 PM

Get excited about an interview 🎉 20 minutes in finally learn the salary is 75k 😭

#announcements - February 15, 2024 at 03:13 AM

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.

#announcements - February 15, 2024 at 03:09 AM

Shannon with the brilliance again! I will go ahead and second Doodle. You set up time slot options, send the link out with a deadline of when they need to pick their availability by, and then you have the details to pick the best one. I don't recall if it's on the free version but one of the versions allows you to choose levels of available like "Preferred" or "I'm open if necessary"

#announcements - February 13, 2024 at 02:40 PM

G2 is actually working on publishing a success story about us (my former colleague launched our program) but high level we use the intent segment to feed our LinkedIn ad audience, have alerts set up to support BDR outreach, and combine it into our 6Sense data to fuel Google ads and show impact of ABM campaigns.

#announcements - January 23, 2024 at 03:18 PM

Thanks for the tag, @Shannon Howard! @Nikki DuBerry I've got a workshop template I use with Customer Success to start the campaign planning process. I'll share that in here later today! Big things are making sure you have alignment with customer success and sales on how to measure success with these campaigns. They take time and effort to do right, and you have to have everyone bought in on doing that.

#announcements - January 22, 2024 at 02:26 PM

I sit in Demand Gen and there's a big focus on the expansion /upsell, growing new business units inside customer accounts, etc. If they are including that in your duties you'll want to ask about attribution and customer lead routing to understand they way they measure your impact.

#open-share - January 19, 2024 at 06:06 PM

All of us, as we rush to nominate @Shannon Howard

#announcements - January 16, 2024 at 07:54 PM

Got feedback back from bp with only 2 more small edits they want done. We are SO FREAKING CLOSE to getting this amazing case study published, I can't wait. (And it's only 1 month late from original timeline). 🤞 Here's hoping it crosses the finish line this week.

#reviews - January 15, 2024 at 09:30 PM

Update: Turns out the review was actually submitted by a competitor so they've taken it down. It was absolutely chaos internally trying to figure out who the customer was and set up a full team response but I honestly feel like we ironed out a great response plan for any future (real) negative reviews. Thank you all for your responses and feedback. Appreciate this giving group so much.

#announcements - January 10, 2024 at 09:22 PM

Thanks, @Mary Green (Owner CMAweekly)

#reviews - January 10, 2024 at 08:53 PM

Typically I refer them to the knowledge base article that addresses their concern and encourage them to connect with their account team but it seems they've already exhausted those avenues and my gut reaction is to honestly say I'm sorry we haven't met their expectations.

#reviews - January 10, 2024 at 08:52 PM

Does anyone have a good template on how to reply to a super negative, thorough review? ... Asking for a friend 🫠

#announcements - December 19, 2023 at 03:41 PM

Gartner Peer Insights just rolled out AI-generated company profile descriptions. Ours was.... bad haha. So heads up to go in and update/ completely replace what they've come up with!

#announcements - December 18, 2023 at 05:29 PM

Buried with to-dos until Thursday. But I'm Ho-Ho-Hopeful I can start my PTO on Friday (to-do list is vital, so may require some work on Friday, too)

#open-share - December 13, 2023 at 11:20 PM

I'm currently rolling out a "lower tier" customer spotlight Q&A that positions the customer contact as an expert in the industry. Questions are focused around her professional experience, her thoughts on topics like skills needed or important things to consider, and what she likes most about a couple of our features. So not as data heavy, no fear of giving away trade secrets, and feels like more of a "give back" when making the logo ask as we are talking about how great THEIR employee is. So far, it's been really well received and (knock on wood) hoping to get a couple published before end of year.

#announcements - November 24, 2023 at 01:27 PM

Candidly, it sounds like the relationship may be going downhill. I'd opt for one of two things 1)Get executive weight behind it. Can you have a CEO to CEO outreach buttering them up on how important they are as a client and how you want to shout their success? Or 2) Publish anonymously and revisit updating to a named when things get back to healthy. When is renewal on the account? That may be a good indicator of timelines for them and you.

#random - November 16, 2023 at 09:59 PM

Yes, it's honestly wild what some come up with. I get "marketing partner" a lot and "case study manager"

#jobs - November 15, 2023 at 04:48 PM

Oh, it's working now! Not sure what was going on earlier (maybe user error here 🙃). Thanks!

#random - November 15, 2023 at 03:00 PM

Love this for you. Congratulations!

#jobs - November 15, 2023 at 02:57 PM

It looks like the job got taken down already? I don't see it on their site or LI anymore.

#random - November 02, 2023 at 02:18 PM

Great call out, @Shannon Howard. We do have some sales people who are better at the heads up/ follow up than others. I don't have opens but I do have clicks and we're getting fairly normal traction. But honestly, people select the charity option more than the swag. So it's clearly an area that needs changed.

#random - November 02, 2023 at 01:55 PM

I like the pushy cookies. I'm sending you something, like it or not new friends!

#random - November 02, 2023 at 01:34 PM

Good morning! I'm looking to redo my onboarding / customer welcome involvement and one area I'm wanting to change is the gift. We currently have a "welcome box" with a few Aprimo branded swag items (mug, notebook, etc). They can also opt to do a donation to a selection of charities instead. Unsurprisingly, the welcome box redemption rate is very low. Is anyone seeing success with a welcome gift? Anyone doing something that isn't a physical item? Would love some ideas!

#announcements - October 26, 2023 at 11:24 AM

We've started using Mutiny to track variants of our landing pages and those with social proof higher on the page are seeing a lift in conversions. (So are video tests, which isn't surprising). I also get a lot of pressure from sales to get more reviews, so maybe chat with your team to see if they can corroborate a need for third party verified customer feedback. Online review sites also ask reviewers if they want to be references which is another source of case studies if you need one. I've found not many go that extra step but we've gotten a couple.

#announcements - October 24, 2023 at 03:40 PM

This distinction is the best and worst part of this industry. So much we still have to frame up but so much potential once we do!

#customerxcon - October 19, 2023 at 07:09 PM

Just got off my first customer call back after the conference and felt so energized to hop on 🥳 ... and they bring up that our AI integration (using some AI feature from a big name company I won't name) that uses smart tag metadata is tagging photos with terms that are racially and gender insensitive if not out right offensive. 🫠 Can I go back to hanging with all of you instead?

#template-copy-share - October 18, 2023 at 08:53 PM

Thanks for the tag, @Shannon Howard! Hi, @Lexie Sirak I haven't set up a nomination process quite like that but I'd be happy to learn more about your goals here and help brainstorm! About to hop on a plane but if you want to DM me some of your details, I can take a look tomorrow :)

#random - October 05, 2023 at 05:48 PM

@Alexie Glover wishing you tons of success for your event/ awards!!

#random - October 05, 2023 at 05:47 PM

Event went really well! Several comments in the event thread from happy customers and partners. My goal is to get 5 case studies out of the bunch this quarter so time to switch hats and get to it!

#random - October 05, 2023 at 03:10 PM

Thank you!!

#random - October 05, 2023 at 01:26 PM

Good luck @Rachel Ward! I learned that overnight shipping an award to London is a fun way to blow $500 🙃.... I mean, it's an excellent investment to show your dedication to customers and to get the good vibes for organic social content and a guaranteed success story video!

#random - October 05, 2023 at 01:23 PM

Oh, @Mary Green (Owner CMAweekly) your genuine, kind words are the best. I'd definitely be scrambling even more trying to uncover what was wrong that I didn't know about. So at least I have open communications? Haha

#random - October 05, 2023 at 01:19 PM

Our annual Customer Awards event is today. Why is it, no matter how much you prepare, there is ALWAYS some new version of last minute chaos?

#customerxcon - September 22, 2023 at 06:47 PM

Well gosh, I'm hyped now!!

#announcements - September 14, 2023 at 08:33 PM

We use Blue Sky, too ([buybluesky.com](http://buybluesky.com) and not the other one that pops up first when you Google them... made that mistake once haha) and they are an excellent partner. I had custom options for Customer Rewards Program tiers and they built codes and did mix and match swag redemptions for me based off the tier the customer achieved. Made the whole thing easy.

#announcements - September 14, 2023 at 03:51 PM

Yes. The people who build the workflows, compliance, guardrails and see the dollars and hours being saved are much happier than the people who have to deal with it.

#announcements - September 14, 2023 at 03:19 PM

We run it to both and I see a VERY clear correlation with score and role.