Melissa DiBernardo

#discussions - October 09, 2024 at 01:22 PM

@Natalie Gullatt - First off, I agree Pardot could be much more user friendly. But, working within that tool - can you turn some of the requests into automated and scalable programs? For example, find questions that CSMs get frequently. Turn those into tips that can be sent via email/newsletter. Create an automated email journey for customers who are onboarding or renewing. Automate an email to celebrate other milestones based on data. I saw you mentioned that marketing should act as an agency. So, perhaps you can approach each request with a consultative eye. Advise teams if email isn't the best way to reach a specific segment, but maybe a community post is. Or both. Do you have an option to expand into other comms channels. For example, if there are conversations that CSMs are having frequently, can you turn that into a scalable webinar or a post on the community. Are you able to partner with your social team to target messages to customers via LI. All this will feed into engagement, which you can eventually correlate back to renewals, NPS, etc.

#discussions - September 12, 2024 at 08:58 PM

We use pardot for customer newsletters, customer marketing, product updates, etc. Not a fan.

#chatgpt - September 12, 2024 at 05:59 PM

@Cristina Levenetz - I love this idea. Have you had any luck finding something that has worked?

#announcements - August 30, 2024 at 05:24 PM

I will miss this one but hope to catch the recording!

#general - August 21, 2024 at 02:55 PM

@Lauren Turner - I'm working through something similar and I'd love to see your structure!

#open-share - July 12, 2024 at 08:44 PM

You just made life easier. Thank you for sharing.

#general - July 11, 2024 at 08:20 PM

@ What a cool product! Thanks for taking the time to give me a quick tour!

#general - July 11, 2024 at 07:52 PM

Wow, you all showed up! I love all these ideas I'm already researching a few of them. I'll keep you all posted on which route we go!

#general - July 11, 2024 at 03:52 PM

This is great! I'd love to hear more about your approach and results. Is this something you can post, or would you prefer I grab time with @Liza McGraw and/or you when you are back?

#general - July 11, 2024 at 02:36 PM

Hi everyone - I'm brainstorming ideas for the engagement and advocacy booth at our annual customer event, and I'd love your input. I'm thinking of setting up a station with laptops where customers can complete various actions to earn points redeemable for cool swag. These actions could include: Registering for the Community or joining a forum, signing up for the Advocacy program, leaving a review, sharing a customer quote, recording a quick video testimonial, posting a selfie on LinkedIn with a specific hashtag. All the activities would be completed within the booth area. More completed actions = more points = better swag. Has anyone tried a similar approach at an event before? I'd love to hear your feedback! Do you know of any platforms that can help us track the activities and points? We're not interested in a long-term gamification platform, just something to streamline things for the day.

#discussions - June 21, 2024 at 08:53 PM

@Renata Peña - Sounds great! I have an off site on Tuesday and then on vacation for a week (whoop!). Are you available after the week of July 4th?

#discussions - June 20, 2024 at 04:34 PM

Cusotmer comms sits under Customer Marketing. The PR/Media comms sits under Corporate comms. All are under marketing.

#lifecycle - May 24, 2024 at 02:39 PM

@Kevin Lau I'd love to see too, if possible!

#general - May 17, 2024 at 03:11 PM

@Jeanne Talbot - would you be willing to share the spreadsheet?

#announcements - May 16, 2024 at 12:43 PM

Hi @Mary Green (Owner CMAweekly) - Just came to look at the results. Great job. Can you remind me how the rankings work? What do the numbers mean?

#random - May 14, 2024 at 05:32 PM

Hi everyone - I'm exploring ways to improve customer onboarding beyond our current email series and video resources. Currently, new customers are automatically enrolled in an onboarding email campaign. *For all the social media gurus:* Could LinkedIn Ads offer a similar automated approach? Ideally, we'd leverage our existing campaign data to target new customers with relevant ads that align with the topics covered in our email series. Thanks so much!

#general - April 12, 2024 at 04:11 PM

@Joel Primack - ARR, NRR and scale

#general - April 10, 2024 at 04:24 PM

Hi! I'm (re)buliding a business case to invest in our customer community. To strengthen my proposal, I'm hoping to leverage some industry benchmarks. Does anyone have access to recent data on customer community metrics? Any insights or resources you can share would be greatly appreciated!

#general - March 25, 2024 at 01:15 PM

@Morgan Wright - The recording Mary mentioned is definitely worth watching. Very good discussion. I run an onboarding campaign with the info you mentioned above. Let me know how I can help!

#general - March 18, 2024 at 01:26 PM

It also depends on the quality of your distro list. Using a newsletter as an example - If it's being sent to everyone, with no filtering, then maybe 10-15%. With some targeting, 35%.

#general - March 01, 2024 at 04:27 PM

@Vera Flores - Of course not! Happy to provide any info!

#general - March 01, 2024 at 02:20 PM

I did it - I was in CS for 10ish years before moving to CM within the same org. It's incredibly helpful to have CS experience.

#general - March 01, 2024 at 02:19 PM

@Kevin Lau - Loved the info you shared! Great information as always. Would it be possible to get the slides?

#announcements - February 21, 2024 at 06:08 PM

@Kevin Lau - Curious if you've expanded on the customer engagement index yet. I heard you mention it on a podcast. I'd love to learn more!

#announcements - February 12, 2024 at 08:16 PM

Hi! I came across this post on LI and it's the first time I've heard about Digital Services Act. Interested in hearing if anyone has made changes to their community to align with DSA regulations. <https://community.sap.com/t5/what-s-new/the-impact-of-the-digital-services-act-dsa-on-sap-community/ba-p/13602832>

#announcements - January 02, 2024 at 08:46 PM

This is great, thank you! I like how you simplified the content by breaking it into the three buckets. Very helpful!

#announcements - January 02, 2024 at 01:33 PM

*Let's Talk Community &amp; LMS Integration* Happy new year! As we kick off 2024, I'm curious about how you're weaving communities and LMS platforms together to create engaging experiences for your customers. If you're running both, I'd love to hear about your integration strategy. • Do you guide customers to the community first for connection and then the LMS for deeper product learning? • Do your searches fetch both posts and training content? • Do you use single sign on (SSO) to get from one to the other? My previous org used an LMS for community and learning. My new org uses SFDC Sites for community and Docebo for learning, so I'm trying to figure out the best way to make it a seamless experience for customers. TY!

#announcements - December 27, 2023 at 07:57 PM

Totally agree with both sentiments. I like the community to be a safe space and trying to balance the aggressive cross/upsell goals. Happy Holidays!

#announcements - December 27, 2023 at 07:43 PM

@ I like your strategy about driving adoption on things they own, vs trying to promote new purchases. You all must have good data ;)

#announcements - December 27, 2023 at 07:42 PM

@Joel Primack - Thanks! Regarding the second bullet, they want to add data sheets and/or other product info to drive awareness of available products that the customer can purchase, in addition to what they already own.

#announcements - December 26, 2023 at 05:58 PM

Hello everyone, happy holidays! 🎉 As we ease into the new year, let's chat about Customer Community. For those overseeing the community, could you share how, or if, you incorporate cross-selling or upselling strategies? With the growing emphasis on retention and renewal, this has become a significant consideration. In the past, many communities steered clear of any cross-selling or upselling. Have your perspectives on this evolved? It could be something as straightforward as making product documentation accessible for exploration, or perhaps it's not on the table at all. Excited to hear your thoughts! 😊

#announcements - December 20, 2023 at 07:41 PM

@Mary Green (Owner CMAweekly) - Is there a recording for this call? I'd love to hear the great discussion!

#announcements - December 12, 2023 at 04:02 PM

I'd love to listen!

#lifecycle - October 25, 2023 at 12:39 PM

@Brittany Higgins I didn't hear from anyone. I'm doing some research now. Forrester has some good documentation, but would love to see samples from others!

#announcements - October 20, 2023 at 06:05 PM

Or a shared XLS

#announcements - October 20, 2023 at 06:03 PM

@Mary Green (Owner CMAweekly) - What if you create a Canvas and pin it to the top of this channel with a list of upcoming Fridays. We can all go in and pick a date and add our topic. That way you won't have to manage it all. (PS - i tried creating the canvas and couldn't do it)

#announcements - October 05, 2023 at 03:17 PM

We operated similarly as @Shannon Howard

#lifecycle - September 27, 2023 at 06:18 PM

Hiya! Does anyone have a lifecycle comms framework or comms journey map that they love and would be willing to share? TY!

#announcements - September 20, 2023 at 03:05 PM

@Leah Miller This is great, thank you. I love that you sit side by side with Ed and Lifecycle. The comms piece is such an important part of those efforts. Is there another comms person that manages release or newsletters (more broad comms?).

#announcements - August 21, 2023 at 06:26 PM

Congrats!!!

#announcements - August 21, 2023 at 02:36 PM

I missed the webinar! Can't wait for the recap!

#lifecycle - July 20, 2023 at 06:28 PM

We assign all "active" customers into a contact role. The options are - sys admin, process owner, exec, IT. That's our baseline. Then, we use job role which is a drop down that account managers can select from (HR, Training, etc), location, products purchased, company size. I'm with Kevin re: segmenting based on product usage in future. #dreams

#announcements - July 19, 2023 at 08:13 PM

We have an ongoing debate about this. While customer comms/marketing needs to be heavily involved, we're planning in partnership with Customer Support, where this would most likely initiate. Since they know where these issues stem from, they are the best ones (at my company) to create the initial process.

#announcements - July 14, 2023 at 02:35 PM

I'd love to hear more about "meet a champion"!

#announcements - June 22, 2023 at 01:31 PM

You all are the best! Thank you! @Julie Neumeister - Tracking links! Brilliant 🤯

#announcements - June 21, 2023 at 06:47 PM

We are gearing up for our upcoming in-person customer conference and are about to kick off a comprehensive communications strategy to promote it to our customers. I wanted to reach out to this amazing community for some inspiration. Have any of you created a communications plan for a large-scale customer event before? If so, I would greatly appreciate your expertise and insights. It would be incredibly helpful if you could share any sample plans or even just some tips and best practices that have worked well for you.

#chatgpt - May 31, 2023 at 03:33 PM

Good question - and I saw a previous post with the Miro template which was helpful. We have different support packages, personas, and goals. AI is great at helping with the initial brainstorming /documentation so I was hoping there was a tool that could get me started with documenting the different journeys.

#chatgpt - May 31, 2023 at 03:10 PM

Hi friends - Has anyone come across an AI tool for creating customer journey maps?

#announcements - May 11, 2023 at 03:27 PM

Yes please!! I may be OOO on the first, but please invite me. I'll catch the recording if I miss it!

#announcements - May 10, 2023 at 05:34 PM

@Daniel Palay I'd love to hear more too! Wondering if this could be a call topic. I'd love to see how the most efficient teams are organized and operating @Mary Green (Owner CMAweekly) :)