Rachel Ward

#general - April 03, 2025 at 09:58 PM

i cant find it so assuming not, but wanted to make sure im not missing something

#general - April 03, 2025 at 09:58 PM

do we have a channel dedicated to. community?

#general - April 02, 2025 at 10:08 PM

Couldn’t agree more, really doing a great job with the LI content Ciana!

#general - March 28, 2025 at 09:14 PM

Bc to your point most of us (including myself and my teams) use Zoom. The tool will integrate with Zoom, but trying to decide how it's differentiated than a webinar. I see it as a "friday meetup" or "community member" spotlight. Etc.

Of course over time our customers will tell us how they're using it.

#general - March 28, 2025 at 09:13 PM

Thank you, Mary and Sofia!

We are building a community product for our customers within our LMS and have this feature, but are still determining the best way to market it. So understanding how other community managers are using or referring to this feature is helpful.

#general - March 27, 2025 at 03:34 PM

Hi! Those of you using community platforms, if they have a webinar type functionality (example something to host your friday meetups), what are you calling that feature/functionality to differentiate it from webinars?

#9-lifecycle-expansion - March 25, 2025 at 01:28 PM

Hello Krutika, what are your goals or what is the story you're hoping to sell to ELT?

#general - March 25, 2025 at 11:41 AM

@Sarah Koval some good conversation here as we think about expanding our referral program

#general - March 10, 2025 at 11:50 AM

I think @Alyse Chiariello will be there!

#general - March 10, 2025 at 11:47 AM

<@U0824HWNEF3> 👀

#9-lifecycle-expansion - March 04, 2025 at 10:45 PM

Thanks 😄

#general - March 04, 2025 at 08:56 PM

Awesome, I will let them know. No topic this week? Just whatever everyone wants to bring to the table?

#general - March 04, 2025 at 08:54 PM

Awesome, I will let them know. No topic this week? Just whatever everyone wants to bring to the table?

#general - March 04, 2025 at 08:53 PM

@Mary Green (Owner CMAweekly) are you still doing Friday meet-ups? Working to get my team more plugged into the community and they asked 🙂

#9-lifecycle-expansion - March 04, 2025 at 08:52 PM

@shetal27 how are you using gifting? Is it to schedule meetings? Or is it part of a lunch and learn type event?

<@U0824HWNEF3> and I just got Sendoso and have been looking at ways to use it (though only our SAM (ent BDR for our account management team) have user seats so either we use a magic link for a lunch and learn or we use BDRs for scheduling meetings with Sendoso.

#9-lifecycle-expansion - March 04, 2025 at 08:36 PM

Thanks @shetal27, I know it's been a while! Finally coming up for air and trying to get myself back into the community a bit more. Appreciate you sharing this. I've tagged my team member, Liza. We are brainstorming for Q2 and onward later this week. I think a call would be great, let me see what works best for her as well!

#9-lifecycle-expansion - March 04, 2025 at 08:35 PM

<@U0824HWNEF3> thought this would interest you as we think about our next few quarters of marketing.

#general - March 04, 2025 at 08:32 PM

I have nothing to add as I haven't done this, but what a great idea!

#9-lifecycle-expansion - March 04, 2025 at 05:54 PM

Shetal!

I have been noodling on some 30 min live demos of our add on products. Would love to know ab it more about how you're running those and where you're seeing success, esp with us sharing an ICP 🙂

#9-lifecycle-expansion - March 04, 2025 at 05:42 PM

We also do a quarterly product update webinar, highest engaged and attended and it always produces about 80-100 handraisers. It;s a retention/upsell lever. It showcases new products, our product team is there to engage customers, and we always get the non-salesy opportunity to show off our new shiny products that are often also upsells. So upsells are not the primary objective for this initiative but it does a great job of creating leads.

#9-lifecycle-expansion - March 04, 2025 at 05:41 PM

Note: I won't do a webinar without a poll to capture handraisers (an option for customers to ask for more information from their AM). This drives anywhere from 20 to 50 leads on average, depending on the topic.

#9-lifecycle-expansion - March 04, 2025 at 05:40 PM

Thanks for sharing Irwin!

Clay, I think lately we've been so heads down we haven't been super creative. We did do a "summer school" series as we are an L&D company with several topics relevant to upsell products, but that were also educational for any customer that did really well. It was a fun engaging theme and the topics were well liked as we spent the majority of the sessions reviewing examples of ways to design programs/build out content tracks/market your campaigns. The tangible templates and examples were highly liked and generated a lot of interest in our add on products.

#9-lifecycle-expansion - March 03, 2025 at 05:09 PM

🥳

#general - February 25, 2025 at 08:40 PM

Agreed, congrats Angela! We're all cheering you on, you unstoppable force of innovation and brilliance!

#announcements - February 25, 2025 at 08:38 PM

When/if those channels happen

#announcements - February 25, 2025 at 08:38 PM

I'd be down to try and help with events/awards or lifecycle/expansion

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

I just sent you this!! So cray

#discussions - February 25, 2025 at 03:50 PM

@Katlin Hess what is Catalyst? Who owns this tool? Sounds cool!

#discussions - February 25, 2025 at 03:49 PM

@Ciana Abdollahian are you using any sort of scoring method (either a person score using Marketo that measures a clients engagement? or scoring for upsell, for example, if they visit several pages of your website on a specific add-on, they would get scored 15 points for a blog and maybe 25 for a key page? Or do you use 6sense/Demandbase to monitor intent you could incorporate?)

Similar to what you mentioned, for emails we measure engagement by CTR. We measure engagement with a webinar by attendance. If we have customers taking courses in our academy, we measure engagement by course completions. Do you include community within your lifecycle programs? if so, you can measure your engagement using your active community members.

We also score customers, so we have just started measuring engagement through scoring (if a customer scores to 100 for an add-on product, they get passed on as a lead to our Acct Management team). Though, not all content is upsell focused, so we also measure engagement using the Marketo "person score" to monitor an engaged customer. This measures if a customer is visiting your website regularly viewing specific educational content or registering for webinars regularly, etc. This might be worth looking into, perhaps setting a person score threshold to monitor an "engaged customer." You can also test different threshold scores through cohort analysis. Im not sure the best criteria for determining "100 = an engaged customer" vs. "83 = an engaged customer" for your use case, but happy to discuss further.

Since we are an LMS and use our own product, something I have been working on with my MOPs team is measuring the impact of our educational courses. For example, we know that someone who has taken at least one course in our academy is 25% more likely to retain than someone who has taken 0 courses. However, I'm seeking to know what's the course number taken that makes a customer jump from 25% to >50%. Is it 2 or 3? Is it 5? Then I know for onboarding/adoption initiatives to know what our goals are for course completions to passively impact retention as well as usage/upsell.

Engagement within our academy is another engagement measure. As we use it for our lifecycle programs.

This is a lot of information, so let me know if you have any q's or want to chat more.

#discussions - February 25, 2025 at 12:39 AM

Let me get back to this in the AM!

#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?