Shannon Howard's Profile
Shannon Howard
Recent Messages
#open-share - October 22, 2024 at 05:17 PM
Can someone remind me how much a Forrester TEI report costs? (The one we did wasn't product-specific and was a refresh from 2019 research, so they discounted)
#discussions - October 22, 2024 at 03:23 PM
Love the idea, @Kelly Lynch! @Kelly Miller - haven't done new client welcome gifts in a while, but what we just did for a different program was established a budget and a few options that fit that budget. We then offered customers the option to pick which gift they wanted. That seemed to go over well!
#general - October 21, 2024 at 08:35 PM
To everyone at CustomerXCon -- HAVE THE GREATEST TIME! And send us lots of pics! ❤️
#discussions - October 18, 2024 at 03:21 PM
THANK YOU!
#discussions - October 18, 2024 at 03:14 PM
All of the above. haha.
#discussions - October 18, 2024 at 03:02 PM
Would anyone be willing to share their reference request email templates? Building them out for our program, and don't want to start from scratch if I don't have to!
#general - October 11, 2024 at 06:07 PM
Is this recorded? I have a meeting but really want to listen in
#open-share - October 11, 2024 at 05:28 PM
Hey all! I'm hosting a panel next month on getting buy-in for your customer education program (for the first time or on a continual basis). What questions would you want the panel to cover?
#general - October 10, 2024 at 04:19 PM
Yes! What a handsome little pumpkin
#general - September 26, 2024 at 06:11 PM
This is just how I do it, but I think about what my goals are, what advocacy programs we're running, the incentives I want to offer for each, and how many I'll need. So if we're offering customer speakers an incentive worth $50 and I need one a month, I have a line item for $600 that breaks that down. Same with references, reviews, CS spiffs, case studies, etc.
#discussions - September 25, 2024 at 08:17 PM
You're welcome! I'm sure others have some great ideas. It may also be product specific.
#discussions - September 25, 2024 at 06:31 PM
Is any of this helpful? <https://docs.google.com/document/d/1r3o58Z3hLXvt4im3FNekLKOdpUHK9tDy/edit?usp=sharing&ouid=103495023763526558877&rtpof=true&sd=true>
#welcome - September 24, 2024 at 08:22 PM
Welcome, welcome! So glad you're here!
#open-share - September 18, 2024 at 04:54 PM
If you or someone at your company run customer education, I'm hoping an open discussion next Wednesday, September 25th at 11am PT/2pm ET on how to choose the right education formats for your program. You (or your colleague) can *[register here](https://intellum.zoom.us/meeting/register/tZwkduigqjkjGtydH73er2dlYKCuvXO-WHV5#/registration)*. These are open conversations, so come with questions and things to share!
#discussions - September 12, 2024 at 08:56 PM
Do you know what's causing the low utilization? (Turnover, don't know how to use the product, etc.)
#general - September 12, 2024 at 08:56 PM
@Laurie Timms They're happy with anything. 😂 So I'm not sure their reception is a measure of success. haha.
#general - September 12, 2024 at 08:24 PM
We just redesigned ours. Obviously not filled in but template.
#general - September 12, 2024 at 02:05 PM
LET'S FREAKING GOOOOO!
#discussions - September 11, 2024 at 04:44 PM
UserPilot for in-app Pardot for customer comms (and regular marketing comms) As much as you can streamline your tech stack, I'm a fan. Especially because it's then easier to visualize what all is going out to people. That said, you may end up with other platforms (like [customer.io](http://customer.io) or SendGrid) that do things a traditional MAP doesn't do.
#announcements - September 06, 2024 at 03:04 PM
YAY! Thank you all for investing in this space.
#general - September 04, 2024 at 03:37 PM
Welcome welcome!
#general - September 03, 2024 at 07:49 PM
Hope you feel better soon, Alexie!
#discussions - August 30, 2024 at 10:41 PM
We use testimonial hero
#discussions - August 30, 2024 at 06:42 PM
What kind of video?
#jobs - August 29, 2024 at 07:30 PM
Airtable has two open roles: • [Scaled Program Manager, Community](https://job-boards.greenhouse.io/airtable/jobs/7599266002) • [Director of Customer Marketing](https://job-boards.greenhouse.io/airtable/jobs/7503546002)
#open-share - August 29, 2024 at 01:21 PM
Yikes. So real. We forget that EVERY communication (including status updates, emails from accounting, etc.) is an interaction with the cusotmer.
#general - August 14, 2024 at 04:40 PM
Worth noting that I also compile all feedback and send to Support, Account Management, and Product for review and consideration. So that's part of my review plan as well—never just getting reviews, but making sure the right people see the feedback. That said, my priority is always a response. "I'll pass this over the Product team" is pretty reasonable. I can't guarantee it will get fixed or prioritized. I'm also not going to argue priority in a review response (i.e., this is not a priority for us but thanks for sharing). To your point, way better for a CSM to address, if needed.
#general - August 14, 2024 at 03:38 PM
Hi NAME! Thanks so much for taking the time to leave a review. So happy to hear that you've found our product to work for your needs. Appreciate you taking the time to share thoughtful feedback. I will pass this along to our Product team for consideration. In regards to [thing they can fix], I'm happy to share that you're able to do this by [fix]. Hope you find that helpful!
#general - August 13, 2024 at 07:24 PM
@Mary Green (Owner CMAweekly) How big is her team currently and how much room is there to expand?
#discussions - August 12, 2024 at 10:58 PM
We are looking at once a month tops, preference for once a quarter.
#general - August 09, 2024 at 03:50 PM
@Brittany Higgins So sorry to hear about the layoffs. This group is here for you!
#general - August 09, 2024 at 02:56 PM
My customer at Meta not only agreed to participate in a webinar but loved the abstract I sent. I'm on cloud 9.
#general - August 09, 2024 at 01:58 PM
Happy Friday, all! What was a highlight of your week? Drop it in the thread~!
#reviews - August 08, 2024 at 03:20 PM
Are you seeing that through link clicks? Sometimes those aren't always reliable as a metric. I'll keep you posted! We just sent a G2 review link through our newsletter today. So we'll see how it goes. I'm not expecting anything, but was willing to experiment to see what happens!
#general - August 06, 2024 at 06:19 PM
Are you thinking about using a tool like UserGems to do this? It's not scalable, but I stay in touch with customers via LinkedIn so I can stay posted on job changes, help them look for a new role, etc. Our demand gen team is using UserGems to expand the size of our database and update contact info, reengage, etc.
#random - August 02, 2024 at 09:36 PM
@Jessica Noland Wunderbar. Will reach out!
#random - August 02, 2024 at 08:50 PM
I'll ask!
#random - August 02, 2024 at 08:48 PM
Anyone in the Austin, TX area and know of someone who is BOMB at event planning who could help CEdMA (a professional organization/non-profit) plan their conference?
#general - August 01, 2024 at 07:01 PM
@Katlin Hess That's genius
#general - August 01, 2024 at 05:25 PM
@Ciana Abdollahian ☝️ in case you hadn't seen this series.
#discussions - July 31, 2024 at 08:32 PM
1. Check out Saasquatch (acquired by [Impact.com](http://Impact.com)) 2. I don't know that either team "has to" own it. I do think it makes sense to fall under advocacy, with close partnership to lifecycle, because referring someone is an act of advocacy that they're rewarded for.
#general - July 31, 2024 at 08:13 PM
I do think this is human nature. People don't think about WHERE they're giving the feedback (user interviews, support tickets/emails, CS conversations, reviews, etc.) What I do is I share everything we get internally. I copy all of the reviews into a Google Doc so we have all that raw data, and I also compile top pieces of feedback for both product and education (some things can be solved with better training, some are product/feature ideas and feedback). When I reply to comments, I just let them know I passed along their comments to our product team. I can't guarantee anything (can any of us? 🤪 ). I also pass along insights to CSMs so they're aware of anything their customer has shared. It's a good amount of work, but it makes sure we're covered. I have yet to hear a customer say, "I gave feedback through a G2 review and no one ever built it in the product."
#open-share - July 29, 2024 at 07:33 PM
Would he be your baby if he didn't have a baby Grot?
#discussions - July 29, 2024 at 03:07 PM
@Michelle Cloutier ☝️ this thread might be helpful!
#discussions - July 29, 2024 at 03:06 PM
@Michelle Cloutier - My CS teams have usually been receptive to this. Given that your AEs are now responsible for CS, I wonder if you can do one of the following: • Provide 2-way incentives. The AE gets $$ for advocacy, the advocate gets something. • Show how every new deal touches a customer and the value of advocacy to acquisition. When they understand that, it becomes more of a "no-brainer" to connect you with customers because THEY are the ultimate beneficiaries (of referrals, references, VOC content, etc.)
#reviews - July 25, 2024 at 06:32 PM
You're welcome!
#reviews - July 25, 2024 at 04:27 PM
I think the wording is the problem. You can't ask specifically for a positive review. But as long as it's not automated (like asking people after they've given you a 9 or 10 on an NPS survey), you can probably segment to just your happy/healthy customers (based on NPS, CSAT, health score, or whatever other sentiment metric you track). So maybe there's your compromise.
#discussions - July 24, 2024 at 08:57 PM
Like this? <https://docs.google.com/presentation/d/1wpefEoocAfD1tHnyd5O8RLe5MtDxmcL-IyHtVDpBJ54/edit?usp=sharing>
#discussions - July 22, 2024 at 07:41 PM
CRYSTAL GORILLAS. 😍 @Taylor Page do you have photos?
#general - July 18, 2024 at 12:57 AM
Makes me glad we haven't started one up yet! There's an interest, but we have so much going on that I feel like it would take a back seat.