Kevin Lau

#general - November 20, 2024 at 11:54 PM

I have a 25 page brief that goes into the details that I could walk you through at some point

#general - November 20, 2024 at 11:54 PM

Pretty much everything qualitative and quantitative feedback - 1:many surveys (NPS etc.), customer interviews, advisory councils, CAB, closed loop feedback, insights aggregation etc.

#welcome - November 20, 2024 at 10:18 PM

<@U081SG72GD9> - omg it’s been a hot minute. Good to see youuuu!

#general - November 20, 2024 at 04:11 PM

I posted a visual of my team charter somewhere in here a few weeks back but this is how it's structured - it's purposely designed to be a CoE engaging customers across their entire journey to drive stickiness and create raving fans
• VoC
• Community
• Customer Edu
• Advocacy
• Lifecycle and Retention
• Customer Comms
• Exec Engagement

#jobs - November 19, 2024 at 06:57 PM

Was going to say if you need me to pull some for you lmk

#general - November 19, 2024 at 06:54 PM

Resharing in general in case others are interested

#jobs - November 19, 2024 at 06:53 PM

FYI if you need industry comp breakdowns by role and level: - you can play around with the GEOs to get an estimate https://app.comprehensive.io/benchmarking/s/jobFamily=Software+Engineering&level=IC3

#general - November 15, 2024 at 09:39 PM

We just wrapped up our NA CAB today. If anyone needs location recommendations in the Bay Area - cavallo point is a great one overlooking the Golden Gate Bridge

#general - November 14, 2024 at 08:00 PM

Depending on how you're resourced it could start as a shared program across several teams or departments that have similar goals - essentially an MVP and as it matures, you'll prob find that naturally it will move in the direction where the program best aligns to supporting the customer and you can make the case of a COE. It helps remove the territorial bickering to get started and just solve a customer problem

#general - November 14, 2024 at 07:08 PM

This is how I’ve structured it within my team to drive buyin and stakeholder alignment tied to the customer journey.

Practitioner includes things like community, lifecycle and adoption programs, education and training

Influencer is developing brand evangelists and customer evidence

Exec: thought leadership / exclusive tailored communities etc

I believe I’m doing a session with @Mary Green (Owner CMAweekly) in a few weeks where I can explain this further

#general - November 14, 2024 at 07:03 PM

You’re totally speaking to the biggest challenge in most orgs - how do you drive stickiness across all levels of a customer account from practitioner to exec so it influences adoption, retention, expansion

#general - November 14, 2024 at 05:23 AM

Im building this as a 7th pillar of our Customer Engagement team - components include CAB, Exec Sponsor Program, Exec Forum, etc.

#general - November 05, 2024 at 08:35 PM

Basically same principles if you’re launching something new or revamping an existing program. I use the same framework myself 1. Have clarity of goals 2. Validate with direct customer feedback 3. Drive stakeholder alignment 4. Launch your mvp tied to clear metrics and iterate

#general - November 05, 2024 at 08:18 PM

I would give it to you for free if I could but product marketing alliance does all the marketing for it. Here’s basically the breakdown - when I recorded the content it was 8-10 hours meant to be one compressive customer marketing course. CMA decided to break it up bc of the length into the two - the $500 is still the fundamentals and dives into specific programs. The micro course for $150 is really what to do in your first 90-120 days to drive immediate impact with a framework to follow. Hope that helps

#general - November 05, 2024 at 04:11 PM

We used to create custom linkedin banners and badges for award winners and those selected to be Marketo Champs - you can see an example here: https://www.linkedin.com/in/brookembartos/

#general - November 04, 2024 at 08:27 PM

If you do something in Napa - there's lots of great experiences you can tac on. We did one at a private winery and got to experience and underground cavern and winery in yontville

#open-share - November 01, 2024 at 12:19 AM

Hi ho hi ho, it’s off to work we go

#general - October 31, 2024 at 07:00 PM

1. High touch and recommended customers from your account teams
2. Leveraging your events - any time we had a major customer conference we used this as an opportunity to get more reviews in-person to guide the customer during the process - this alone drove hundreds of reviews for us

#jobs - October 29, 2024 at 03:19 PM

VP of PMM role owning Customer Advocacy - Dave Carrel, the CMO is the hiring manager and worked with him at Adobe https://careers.thomsonreuters.com/us/en/job/JREQ182779/Vice-President-Product-Marketing-Strategy-and-Ops

#discussions - October 22, 2024 at 09:13 PM

This awards microsite was insanely expensive to custom build but it had the live streaming of the awards show, application process, analytics and judging scorecard all on it. If you need something light weight, the CAP awards used jotform and it was pretty smooth from a judging standpoint when I went through it this year

#jobs - October 22, 2024 at 05:55 PM

Job posting took longer than expected but we're finally live and my team is hiring for a program manager / ops lead. Hiring locations include San Mateo, Bellevue, Denver, London

#jobs - October 01, 2024 at 05:14 PM

Please send me a PM and I can follow up with everyone that expressed interest. Apologies I’m also traveling the next few weeks in case I miss anything

#jobs - October 01, 2024 at 05:13 PM

New role opening on my team shortly for a Customer Engagement Program Lead - location options will include Seattle, Denver, London and possibly San Mateo. Job will be posted this week - just waiting on some of the backend paperwork to finish

#jobs - September 29, 2024 at 07:20 PM

@jennifer smart is it Cristina Melluzzi?

#jobs - September 29, 2024 at 07:19 PM

Send me a PM @Lauren Turner

#jobs - September 27, 2024 at 11:08 PM

If anyone is looking for a VP level Customer Marketing role, LMK - large ENT org experience will be required. Happy to connect you with the hiring manager who is establishing the function. The JD is also not even made yet but there's an opportunity to create what you want. Could definitely be a dream job for someone

#general - September 26, 2024 at 07:32 PM

We’re going through AOP right now. This is my approach:
1. What are the big bets we want to make tied to company okrs
2. What are the jobs to be done against those goals (lights on + new/different programs)
3. What are the current gaps from a people, process, tech cost to get us there
4. What is the ROI for any incremental $$$ with a valid business case (good, better, best breakdown)

#welcome - September 25, 2024 at 03:06 PM

Welcome friend!

#general - September 12, 2024 at 11:34 PM

Yes this is powered by base

#general - September 10, 2024 at 05:54 AM

Throwing some ideas down:
• How to communicate your strategic value to the csuite
• Org design
• Designing your charter and expanding your remit
• Internal stakeholder alignment and how to win over your biggest critics/skeptics
• Hiring strategies

#discussions - September 06, 2024 at 10:37 PM

Can't believe that was 8 years ago

#discussions - September 06, 2024 at 09:50 PM

Here's a few - one from an adoption standpoint and the other from a post-sale flywheel - I've used both in presentations to explain it's a process that starts earlier in their lifecycle

#general - September 06, 2024 at 09:42 PM

FWIW I use discord for a collector community I run for comic con 🙂

#general - September 06, 2024 at 09:29 PM

Happy to tell you about our experience with Insided so far....

#general - September 06, 2024 at 09:27 PM

IMO it's not quite there yet but the alternatives from an ENT standpoint are also not great either. To Allison's point, lots of additional customization required for platforms like Khoro are a massive pain. Not to mention the integrations. I'll see you in 2035 when it's all complete 🫠

#general - September 06, 2024 at 09:21 PM

Would also avoid Gainsight Insided especially if you need something to support a complex micro community stack that Adobe has

#general - September 06, 2024 at 09:20 PM

I was just on Jerry Li's podcast - he's the ceo of gradual and happy to make an intro.

#jobs - August 29, 2024 at 08:24 PM

Jon Perera is a solid CMO - he referred someone to my team at Freshworks that we hired

#general - August 21, 2024 at 05:08 PM

A few ppl asked about org design - here's a template you can use as a jumping off point. One caveat I wanted to make sure to point out, there is no such thing as a perfect org chart - it's organic and grows in stages based on ebbs and flows within your company and incremental resources that become available. I've used this same framework as I built my own team over the years at various companies while also learning from peers. Happy to answer questions as they come up

#general - August 15, 2024 at 10:14 PM

This requires a lot of coordination and partnership with your martech and marketing operations team + acct teams that have to deal with the downstream implications of product updates, company changes, etc. We had to create governance councils to have oversight on content, comm channels - email, social, web, community etc, targeted and segmented audiences etc. It can be a goat rodeo especially when ppl think you need to blast your database for every comm under the sun.

Eventually having a customer data platform or CDP can help drastically but a technology does not solve for people and process challenges

#general - August 13, 2024 at 05:57 PM

Remind me next week plz when I get back on Monday - still on pat leave

#general - August 13, 2024 at 05:44 PM

Happy to help - I can send you sample org charts on structure or give you current examples on how I built my team to 30 ppl

#open-share - August 02, 2024 at 06:12 PM

Congrats!!!

#open-share - July 12, 2024 at 09:42 PM

I remember meeting at the obsession event a few years back - you deserve the success and more!

#general - July 12, 2024 at 09:39 PM

Our normal CAB budget to host in Napa, Vegas, or Pebble Beach over the years was around $250k on avg - 3-5k per person

#lifecycle - July 09, 2024 at 05:24 PM

We're actively building it right now at Freshworks. This is basically what we did in the first 90 days - a lot of it is prework to identify what's needed to Val's point
1. Take inventory of existing programs / gaps
2. Conduct customer research to identify friction points and understand what you're solving for e.g. churn, adoption, onramp to expansion
3. Create a proof of concept of what you can realistically accomplish chunked down in quarters and 1H/2H - leadership likes seeing things in 90 day increments if possible
4. Map out to your leaders what resources you need to get to your destination
5. Roll out your POC and iterate (we are in this stage right now)

#open-share - July 02, 2024 at 07:44 PM

WRT to ENT orgs that are highly matrixed, if you can still make the case of reporting to a functional area that cares about the customer holistically vs. one side of the journey, it makes a world of a difference. For example at Adobe, we made the case for establishing a COE around lifecycle and retention - that didn't exist previously before the Marketo acquisition so we brought that thought leadership to the org

#general - June 25, 2024 at 03:32 AM

Congrats!!!

#open-share - June 20, 2024 at 05:38 PM

Hey Jennifer - count me in. We are Insided customers and the team has plenty of feedback...

#general - June 19, 2024 at 05:10 PM

I’ll say it again - There’s Something About Mary! You are the epitome of a selfless leader and have provided so much for this space. I am glad you are prioritizing your needs. In the interim - I bet there would be folks here that can help you manage the discussions and webinars as you look for a buyer