Shannon Howard

#general - March 24, 2025 at 04:33 PM

WOW. that's amazing, Grace!

#general - March 24, 2025 at 02:27 PM

We have a little distribution template so we put it in a variety of places:
• Case study slide that Sales can pull into slide decks
• Slack post in the Sales team channel with bullet point overview
• Email to Sales & Account Management teams with bullet point overview
• Reminder in bi-weekly readout of recently published case studies

#general - March 11, 2025 at 09:25 PM

YES, PLEASE!

#general - March 05, 2025 at 01:23 PM

I’m not surprised there are so many! If I can be helpful in thinking through how to immortalize your support for scale, let me know. I love that stuff

#general - February 26, 2025 at 05:39 PM

Taggd you in a few posts!

#general - February 26, 2025 at 05:02 PM

I'll put it on my weekend to do to try to pull all of this together into a LinkedIn article so it's all in one place. 🙂

#general - February 26, 2025 at 05:02 PM

And here @Katlin Hess

#general - February 26, 2025 at 05:02 PM

@Katlin Hess some ideas here.

#general - February 25, 2025 at 06:57 PM

Looks like Laudable WAS acquired (announced today): https://www.linkedin.com/posts/ryanquindlen_i-did-it-i-kept-a-huge-secret-laudable-ac[…]m=member_desktop&rcm=ACoAAAVJRnwBGP5_2S30jqa1QKnDkfeP2hu76cc

#general - February 25, 2025 at 03:53 PM

Hi. I'm terrible at deck design. Does anyone have a resource with pointers and best practices? I know my story, key points, etc. but absolutely suck at visuals and layout.

#discussions - February 24, 2025 at 05:39 PM

What type of programs are you running for lifecycle? I'd imagine that impacts how you define engagement.

#open-share - February 17, 2025 at 09:02 PM

Woah! Majestic and also terrifying.

#general - February 17, 2025 at 05:20 PM

We’ve worked with Testimonial Hero. I like their approach. Easy to work with.

#announcements - February 11, 2025 at 07:35 PM

My favorite place to pop in during the day! 🙂

#open-share - February 11, 2025 at 07:33 PM

Love this idea!

#general - February 06, 2025 at 08:00 PM

@Kayleigh Bateman @Mason Sokana ☝️ was reminded of this thread today

#general - February 06, 2025 at 07:59 PM

@Shelly Ryder You could! Does your company do employee referrals? You could look at that to get an idea of how to structure your page/what information to capture. You might need some Terms & Conditions from Legal attached to the page, but I'm all for the low lift approach.

#jobs - February 05, 2025 at 07:36 PM

Good luck!

#general - February 05, 2025 at 06:51 PM

This is old from a presentation I gave to a group of business owners, but some helpful stuff on referrals: https://docs.google.com/presentation/d/1L0X6TSVGM9JOtX0Lud9fVOOcPu1Hao8KCbJGmDZmtpo/edit

The content from SaaSquatch (I think they were acquired by Impact.com) is also helpful if you’re in B2B referrals.

#jobs - February 05, 2025 at 03:49 PM

Wow. Exciting to see so many customer marketing jobs cropping up!

#announcements - February 04, 2025 at 05:25 PM

So sorry to hear this. Hope you feel better soon, Mary!

#general - February 04, 2025 at 03:26 PM

In those cases, I would anonymize.

But I'm also wondering if you could get to the "no" faster for future case studies so you haven't put all that effort in. Like a pre-approval before you get started, then an approval on the actual content?

#jobs - February 03, 2025 at 06:20 PM

Work with @Mandy Patterson at SproutSocial! https://sproutsocial.com/careers/open-positions/6598271/

#general - February 01, 2025 at 03:43 AM

@Lauren Turner love the formula! That’s what we did with our sales team: set criteria for when and how a reference is used.

@Maria Braune to keep it simple, we didn’t split based on industry or deal size (although I would ask our team not to use a reference on a smaller deal).

#general - January 31, 2025 at 09:28 PM

I set mine based on percentage of expected closed won deals.

#open-share - January 29, 2025 at 05:15 PM

Looking forward to this research!

#general - January 27, 2025 at 09:12 PM

Anyone have a fun customer love campaign planned for Valentine's Day next month?

#linkedin - January 27, 2025 at 08:26 PM

I posted today about the Top 100 nominations: https://www.linkedin.com/posts/shannonlagassehoward_top-100-cma-25-announcement-activ[…]920017178626-059j?utm_source=share&utm_medium=member_desktop

Please DM me your email if you want to be nominated!

#general - January 27, 2025 at 07:04 PM

Happy community manager day to YOU, Mary! ♥️

#general - January 21, 2025 at 05:55 PM

Congratulations! Will listen and leave a comment.

#jobs - January 19, 2025 at 01:02 AM

I think it’s remote US and Canada

#jobs - January 17, 2025 at 06:13 PM

Redwood Software is hiring a Customer Expansion Marketing Manager: https://www.linkedin.com/posts/laura-m-wille_the-redwood-marketing-team-is-growing-ac[…]065472286720-hAgM?utm_source=share&utm_medium=member_desktop

#open-share - January 17, 2025 at 05:37 PM

For Base & CMA nominations: Can folks drop in the comments if you want to be nominated and your email? I'm realizing I don't have everyone's email to include on the form.

#general - January 17, 2025 at 05:37 PM

I don't know that I can get past fundamentally disliking the Alliance as a company to attend anything they host.

#welcome - January 17, 2025 at 04:14 PM

Welcome, <@U089548S1EE>!

#jobs - January 17, 2025 at 04:13 PM

Alessandra Colaci is building out her marketing team at GC AI (legal AI space): https://app.withrapha.com/job/1130?r=dcced96d-51e8-4d94-ab81-7dcfa5f363ed

Lifecycle & Community Marketing Manager role - Remote - $120,000/year

Alessandra is the founding marketer and hiring manager. You can connect with her on LinkedIn here: https://www.linkedin.com/in/alessandraco/

#welcome - January 16, 2025 at 04:09 PM

Welcome. Glad you're here, <@U089BNGJG4R>!

#general - January 14, 2025 at 03:31 PM

@Kevin Lau sounds to me like a post for your LinkedIn series!

#general - January 13, 2025 at 03:30 PM

I think you answered it here with: It depends.

Many here will likely disagree, but I think there's more job security in having a blend of pre- and post-sale marketing responsibilities, especially if your company doesn't have a full-blown customer marketing team (which is usually a sign they already understand and will invest in CMA). Most companies won't cut an acquisition marketer, and you can always use that leverage to spin up new customer programs and float them until the business sees the value of investing in customer marketing.

#general - January 10, 2025 at 11:38 AM

<@U0806J8HHHR> yes. That’s all built into the contract and has to be redlined out.

#general - January 08, 2025 at 08:04 PM

@Jeanne Talbot I'll let you know what we figure out on that front!

@Kayleigh Bateman I'm going to pull from the notes from CustomerXCon from Katlin's session: https://docs.google.com/document/d/13eQlYFSHt7Jsy2HZaYVw1jsASuNG4HMomPEzRJVg7jE/edit?usp=sharing

#general - January 08, 2025 at 06:12 PM

We run ours through a Google Form

#linkedin - January 07, 2025 at 05:53 PM

Posted about VOC today and how you DON'T always have to get on the phone with them 1:1. Would love your thoughts! https://www.linkedin.com/posts/shannonlagassehoward_you-dont-always-have-to-talk-to-y[…]318267043840-L7-a?utm_source=share&utm_medium=member_desktop

#general - January 06, 2025 at 09:36 PM

Tim, something else I do, and this is the notetaker in me, is I attend sessions and take copious notes (see CustomerXCon 2023 and CEdMA 2024 notes) and then circulate in Slack groups and on LinkedIn. I missed my calling as a stenographer, so this will have to do.

Often I'll take these and turn them into blog content and LInkedIn recaps.

#general - January 06, 2025 at 09:34 PM

That's a great idea! @Bianca Del Vecchio didn't you do this at CustomerXCon, where you asked people their perspective on different customer marketing topics?

#discussions - January 06, 2025 at 06:30 PM

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

#linkedin - January 06, 2025 at 05:08 PM

Posted about VOC today and how you DON'T always have to get on the phone with them 1:1. Would love your thoughts! https://www.linkedin.com/posts/shannonlagassehoward_you-dont-always-have-to-talk-to-y[…]445712752642-0bir

#open-share - January 06, 2025 at 04:01 PM

Appreciate what you do for this industry & community! ❤️

#general - January 06, 2025 at 01:09 PM

UserGems sends a survey 3 months before renewal. It's not anonymous, but they offer a $25 UberEats gift card to complete the survey. The email comes from the Director of CS (not the CSM). Attaching a screenshot of the request & the survey.

I asked the Director of CS how helpful these are. This is what he said: "Yes they have helped quite a bit!

We do them 3x per year for each customer account. 100 days in, mid-way, 120 days to renewal.

Helps us keep a pulse on changing objectives/renewal sentiment outside of recurring calls/EBRs.

I've found some people are more brutally honest in a survey than on a call which is exactly what we want. We've uncovered lots of unknown challenges (UG related or not) first this way :)"

#general - January 03, 2025 at 02:06 PM

1. Focus on indicators of use. Is one of their current products more powerful if they purchase another? Are certain types of customers a better fit for these other modules? I know you know this, but don't try to sell everyone on everything. Focus your efforts where they matter most.
2. Figure out your best approach. If these are self-serve customers, you might use email, in-app, and/or social ads to target them. For enterprise, you might take more of an ABM approach.
3. Prepare case studies for different modules. The same way people want to see how people are using a product and social proof in the initial purchasing process, they want to see what kind of results they can drive with this new module.
4. If people clicked through an email or in-app but didn't take action, I've also sent a reminder. Like, "did you forget something?" We did actually see conversions for that (that was for self-serve product).