Michelle Cloutier

#discussions - July 29, 2024 at 03:11 PM

Very @Shannon Howard - thank you! Much of it reflects our experience with "contract" marketing language. But it's helpful to read others' insights.

#discussions - July 29, 2024 at 02:55 PM

We have that language in our MSA, but usually it's redlined. I'm mainly speaking about after the sale with a happy customer. The account reps often mention a give/get (like offering a discount on something or a freebie) to encourage participation.

#discussions - July 29, 2024 at 02:51 PM

Hi all! Trying to get a feel for whether folks ever tie customer advocacy activities to sales concessions (a "give to get" approach), and whether these are generally successful in getting customers to share their stories, logos, participation. How about a for yes you've used them, 🔴 for no, and comments about the success/failure... Appreciate it!

#discussions - July 29, 2024 at 02:50 PM

These are really helpful @Shannon Howard! Follow-on question - how do you get your CS team to share them? We no longer have a separate CS function, and our AEs are revenue-focused, so anything "extra" is like pulling teeth.

#general - March 27, 2024 at 12:49 PM

Hi all! We're revamping our customer page (and individual story pages). What pages out there stand out to you as exemplary - whether your own or others (we're in the SaaS space - but not limiting my search).

#general - March 27, 2024 at 12:47 PM

These are very cool! We sometimes share similar on social, but never thought of adding them to pitch decks (or maybe an email)

#announcements - September 11, 2023 at 12:32 PM

I'm so sorry to hear about your furbaby 😢 Take care of yourself!

#announcements - August 23, 2023 at 02:46 PM

We generally run all requests thru the AE anyway.

#announcements - August 23, 2023 at 02:46 PM

I think the problem is that we have several parts of marketing tapping the same customers. One thing we may be implementing is a kind of marketing "CS" role for our biggest name (most tapped) customers to coordinate all marketing activities. That would likely solve the problem. Then recording all "reference" activities in RefEdge so the AE can play along.

#announcements - August 23, 2023 at 02:36 PM

What are your thoughts @Evan Huck about RefEdge - we do have it

#announcements - August 23, 2023 at 02:29 PM

I like Planhat - our CS group used it. Then we got rid of CS and our AEs won't/don't use it. It was so helpful to track customer health (don't ask the ones in red!), and see all emails to customers.

#announcements - August 23, 2023 at 01:53 PM

Anyone use ReferenceEdge for this purpose?

#announcements - August 23, 2023 at 01:53 PM

We have too many overall. Was asked if there were alternatives to spreadsheets. Also - I and my sidekick are starting to get overwhlemed by the number of sheets/asana boards, etc we have to continuously update. Would like to track all in one place.

#announcements - August 23, 2023 at 01:51 PM

Alas - we're trying to move away from our proliferation of spreadsheets. But we may not have a choice!

#open-share - February 23, 2023 at 02:41 PM

We just switched to this model. Just under 500 customers... we eliminated the CS team, but beefed up our Engineering support team (with some former CSMs) to be more responsive to customers. And are hiring Account Execs. They are now responsible for the end-to-end customer relationship instead of throwing it over the wall for CSMs to manage. Hoping it works! 🙂 And (this is where CM fits in) we plan to strengthen the connection between advocacy and product influence (rewarding advocacy with access). Stay tuned!

#open-share - February 13, 2023 at 03:23 PM

<!here> Question for you all... with limited customer marketing resources, who at your company handles (or should handle) the myriad of requests for customer speakers at events, customers to speak with analysts/journalists, nominating customers to industry awards (IDC innovation, Ventana research) etc? We are spending about 75% of our time fielding those requests. Meanwhile, case studies (and everything else) seem to be languishing. Should those requests go directly to the customer team? Or is there another solution? We did finally get folks to use a request form in Asana, so we can at least track the requests and activities associated.

#announcements - December 09, 2022 at 06:38 PM

Hi @Jan Young - do you have any words of wisdom to add?

#announcements - December 07, 2022 at 04:35 PM

These are great answers - thank you all! and thanks for saying where CM sits in your orgs.

#announcements - December 07, 2022 at 03:07 PM

<!channel> Question: Where do "expansion/retention" activities (such as internal customer case studies within a customer) fit in your org? Is it in Customer Success? Marketing? Elsewhere? And - if Marketing - where? Customer Marketing? ABM? DemandGen? And... where SHOULD these go? (really trying to figure out if it's a "customer marketing" activity or belongs elsewhere).

#open-share - December 02, 2022 at 05:01 PM

Not totally my idea! We have a great creative and social team at Alation.