Rachel Ward

#general - August 23, 2024 at 01:29 PM

Or have you not hired for them yet?

#general - August 23, 2024 at 01:29 PM

Do any of your headcount report into one another or do they all report directly to you?

#general - August 17, 2024 at 01:58 PM

Def need to check this one out!

#general - August 16, 2024 at 03:58 PM

@Ciana Abdollahian pls add me. Always looking to see where I can improve this at my org

#reviews - August 08, 2024 at 05:00 PM

I haven't tried it in a newsletter but have sent one off campaigns with higher incentives around different times of year and played off the holiday. Example, valentines day I did a leave us some love campaign and did the top $50 incentive and it drove 43% conversions from clicks to completions.

#general - August 06, 2024 at 01:19 AM

Cant wait to watch the recording, thanks Mary and Taylor!

#welcome - August 05, 2024 at 02:25 PM

Welcome!

#linkedin - August 05, 2024 at 02:12 PM

@Sarah Koval on my team now manages reviews. 😄 She joined us recently. She would be best to sync with!

#random - August 05, 2024 at 02:10 PM

Hi! Yes, we use Planwell, have been very happy with them. Happy to recommend.

#jobs - July 26, 2024 at 01:41 PM

this is pretty sweet!

#general - July 26, 2024 at 12:59 AM

We currently push all the intent data into 6sense and utilize the data from there. In that way it's been valuable. We do not use the direct integration with SF. We've also been 100% inbound until recently so this was helping with our paid ad performance. Now we have a BDR team this data is significant for them. We run the reviews, but our demand gen team manages the intent data, I'd be happy to ask about performance to see if I can get you any additional information. Overall, we find value in the spend with G2 for the content and the intent data that we use in 6sense. However, if your team isn't set up to integrate and use it/train on using it, it's not a useful spend. We have paid in past companies and it sat there and was a waste. On the other side, I had sales teams begging for it at Algolia, but no on wanted to pay for it. We also use the intent data on the customer side for upsell (for our content product) and churn prevention, if a heavy search is happening against or competitors happens our CS team is notified. We are still playing around with this so no real ROI to report. If you feel comfortable reaching out, I'm sure Katlin would have a customer or two she could link you up with who power uses the data for more insights and best practices.

#linkedin - July 12, 2024 at 06:32 PM

or, if she won't kill me, you can always connect with @Sarah Koval my Advocacy Manager who has recently taken over the program and could explain what we're doing 🙂 (it includes a large chunk of our customer marketing budget being allocated to third party reviews and incentivizing our CS team heavily to ask customers directly vs. campaign work)

#linkedin - July 12, 2024 at 06:32 PM

Im PTO next week, but happy to connect.

#discussions - July 12, 2024 at 05:18 PM

I want to say @Angela Ferrante’s team has done this before. If not, they'd likely have a good suggestion.

#linkedin - July 12, 2024 at 05:09 PM

Thanks @Emily Amos. We're pretty excited to have hit the goal we set in less than a year. Appreciate the encouragement to brag ❤️

#announcements - July 12, 2024 at 05:09 PM

Have a nice weekend! 😄

#lifecycle - July 09, 2024 at 09:19 PM

I shared a few documents with you in a personal chat in case those are helpful.

#lifecycle - July 09, 2024 at 09:15 PM

Late to the party! But agreed with Kevin and Val. Although I was hired to do lifecycle marketing, I was given events after starting and it has consumed my first 6 months. We kicked off building out lifecycle at Absorb in Q2 and within the first 90 days we accomplished the following: 30 days: 1. leadership buy in (put together your proposed plan/timelines, objectives, internal teams and pitch to cross-functional leadership. You will need their buy in throughout the process to get internal bandwidth for workshopping, making changes for gaps you find outside your team's house, etc.) 2. Internal workshops/research 60 days: 1. Initial mapping (what does it look like today) 2. Internal/cross-functional validation and feedback 90 days: 1. Validation with customers from each stage (does your map match their experience) 2. Opportunities and recommended mapping a. What should your map look like? b. What are your top 3-5 opportunities and who owns executing them _Note: timeline depends on what else is on your plate and how complex your journey is. Ours is VERY complex so we didn't get to opportunities and recommended journey mapping in the first 90 days._ Happy to send you my journey mapping deck I presented to our CS leadership for buy-in. @Katlin Hess also led a session on this at CustomerXCon and I want to say she presented on customer mapping in one of the community meetups.

#announcements - June 27, 2024 at 01:16 PM

Thank you for all that you've done for our community, keeping us connected, helping us grow and learn from one another, and doing it all because you wanted to help. We appreciate you so much, Mary!

#general - June 14, 2024 at 02:20 PM

Anyone going to CustomerXCon this year?

#general - June 14, 2024 at 01:58 PM

I dont have a brief but Im happy to chat with you about the one we just did!

#discussions - June 12, 2024 at 04:50 PM

I've always written outreach sequences in a google or onedrive doc, gathered feedback/edits from SMEs or other marketers (like product marketing) and then plopped them into an outreach tool like salesloft, outreach, gong engage. If you aren't using one of those tools, perhaps you can research a free gmail plugin to give you some analytics on what's performing, getting opens, are they being used at all, etc. It will be hard to verify if sales people are using the right cadences for your initiatives, IF they're using them at all, and how each is performing so you can iterate in the future without a tool. Additionally, manually tracked outreach is just hard for the sales people (speaking from experience as I am working to get salesloft for our upsell team now, our sales team has it).

#general - June 12, 2024 at 03:50 PM

@Liza Elder and I could possibly chat about lifecycle later in Q3 (if she's down). Happy to chat about in-app messaging, though it's been a while since I've used Pendo and we are just implementing at my new company so it would probably be better to wait till later in the year. Anyone out there doing amazing things with a referral program, would love to hear about that!

#general - May 30, 2024 at 03:23 PM

So far Reachdesk is the best I've had for international shipping. I am considering switching to them next year when my contract is up with our current vendor (CorporateGift) who has been so difficult to work with. CG is free to use and marks up everything at 15%, but it is not great at all for international shipping. I am just hoping the fees we've paid have covered the platform fee for a gifting platform like Reachdesk. We also didn't have a great experience with Sendoso. So clunky. Also, Alyce is great for ABM, but wasn't initially built for customer gifting and tradeshow POS drops and were very expensive.

#lifecycle - May 28, 2024 at 05:56 PM

Hey Irwin, happy to help/take a look!

#general - May 21, 2024 at 06:05 PM

Ooo Iterable! Been eyeing them for years.

#jobs - May 14, 2024 at 06:15 PM

So many retention/expansion roles!

#jobs - April 04, 2024 at 09:02 PM

I should also mention, I sadly can't hire in Oregon, California, or NYC at this time 😞 Which I know knocks out some stellar candidates. We are hiring in Canada as well as US outside of those three states. Thanks everyone!

#jobs - April 04, 2024 at 08:02 PM

Y'all are the kindest 😄

#jobs - April 04, 2024 at 08:02 PM

Hi! Yes 120-130 + 5% bonus

#general - March 26, 2024 at 07:09 PM

Oh gee, I don't know if I have that anymore. These days I just have a few questions to answer in an email presenting my business case to my manager. Happy to share those if useful.

#jobs - March 13, 2024 at 05:11 PM

received today from a recruiter if anyone is interested: HIRING: Sr. Manager, Lifecycle Marketing | Direct Hire Hi Rachel - I recently came across your profile and was impressed by your background. I believe your expertise aligns closely with a position my top client is currently seeking to fill. :) They are actively seeking a talented Sr. Manager, Lifecycle Marketing to join their team permanently. This role is offering $100-120k salary. Given your impressive experience, I'd love to provide you with further details about this opportunity. Would you be available for a brief call this afternoon or tomorrow morning to discuss further? Best, Taylor K. Bradshaw Looking for a role in Tech or Digital Marketing? I can help! | <mailto:taylor.bradshaw@mondo.com|taylor.bradshaw@mondo.com>

#general - February 22, 2024 at 09:38 PM

Are there any customer marketing leaders who have created career pathing for their team with core competencies tied to each position/path? And if so, would you be willing to share what you or your org has put together? I'd love to compare it to what I've got to see if there's any room for improvement. Thanks in advance?

#announcements - February 22, 2024 at 06:38 PM

Beautiful! Congrats 😄

#announcements - January 08, 2024 at 04:12 PM

Is this internal or external facing

#open-share - December 16, 2023 at 12:39 PM

Congrats, huge logo!!

#reviews - December 11, 2023 at 03:27 AM

I can’t remember specifically but if you reach out to capterra they will tell you. One review should be posted across all their sites though. (Unless something changed)

#reviews - December 11, 2023 at 03:24 AM

G2 is wishy washy on providing a lot of info, but they def can help you better understand their algorithm. Additionally, as Jacqui said, it’s great to audit your top competitors. How many reviews they’re getting quarterly and the ratings as well as yours. Then you can see about here you need to land each quarter in numbers and quality to maintain or improve. Remember G2s reviews deprecate quarterly and have quarterly minimums while other reviews sites are annual

#announcements - December 05, 2023 at 02:16 PM

Does anyone have any recommendations for vendors who you have used to create your customer awards with? I am looking to design something slightly custom that I can start a project now, then in March provide names and have them shipped out by early Apri.

#linkedin - November 29, 2023 at 03:12 PM

great post! agree with Todd on the image here commented, looking forward to your answer 🙂

#announcements - November 29, 2023 at 01:50 PM

Too funny and also too relateable

#open-share - November 21, 2023 at 07:58 PM

Looks amazing! Love the creative, congrats!

#customerxcon - November 21, 2023 at 02:58 PM

Glad I could help 😅

#customerxcon - November 21, 2023 at 02:58 PM

Of course! Thanks for sharing them with us 😄

#announcements - November 21, 2023 at 02:54 PM

Have done this so many ways. We have had a shared calendar with a stakeholder planning meeting each quarter. This was at a smaller company. At another company we had an in-app guide playbook with style guide designed by product and UX teams. We could only launch one center guide a month and one corner guide (on the main dashboard, notifications on other pages were exceptions). And customer marketing worked with product team Pendo owner to determine which guides were set for which months. These guides were used for marketing. Product launched tool tips throughout the month and managed the resource center, which we could share information to be included. I met bi-weekly with my Product counterpart who owned Pendo, so we communicated often regarding this channel as we used it heavily for upsell and even used it to score interactions in-app. At my current company we use WalkMe and CS owns it and everyone goes through them (I do not recommend this method). WalkMe has a lot of issues and we haven't gotten them fixed, but someone right before they left signed a 3 year contract 🙃 so we're trying to make it work. I do believe we'll be looking at Pendo (woo hoo) when able. And product will own it.

#customerxcon - November 21, 2023 at 02:48 PM

<https://docs.google.com/document/d/13eQlYFSHt7Jsy2HZaYVw1jsASuNG4HMomPEzRJVg7jE/edit?usp=sharing>

#customerxcon - November 21, 2023 at 02:48 PM

Yes, just shared in the other thread

#customerxcon - November 21, 2023 at 02:47 PM

<https://docs.google.com/document/d/13eQlYFSHt7Jsy2HZaYVw1jsASuNG4HMomPEzRJVg7jE/edit?usp=sharing> Shared via email

#customerxcon - November 21, 2023 at 02:45 PM

I did!

#linkedin - November 13, 2023 at 03:53 PM

This was a great post from @Kevin Lau Agreed! Thanks for sharing Shannon and Kevin!