Rebecca Grossman

#general - October 09, 2024 at 04:56 PM

I will see you there! I love all the baby cuteness - I love my teenagers, but man I miss those baby days sometimes (note I did not say nights!)

#discussions - October 02, 2024 at 12:56 PM

Nick what do you mean by "destination-based"? I'm putting together my thoughts on an advocacy program - but do not plan on having points or a rewards catalog - would love to hear what others are doing.

#general - October 02, 2024 at 12:55 PM

Wow - not a single woman on the intercom first page of stories :(

#discussions - October 01, 2024 at 06:18 PM

Hi all - let's discuss customer advocacy programs, as in "hey customer, become a (named champion) or join our (named) advocacy program." If you have a named program, do you also have Influitive or Base or some other place for customers to log in to? Or do you just maintain a list of everyone opted in? If not Influitive/Base, what tech do you use to help you manage your advocates and keep track of what types of activities they want to participate in? I'm working on some ideas for 2025 and want to see how others are thinking about planning their programs for next year. My goal is to have a group of customers I can easily invite to participate in advocacy activities. Thank you!!

#general - September 18, 2024 at 08:38 PM

Looking for an impactful way to say "thank you" to customers who traveled across the country to join us on stage for a huge event. Other than sending swag or some other gift, how have you said thank you? Thank you for your ideas :)

#general - September 12, 2024 at 05:14 PM

Congrats!! BTW, what program are you using for this? Eg for tracking rewards, etc.

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

Agree with Joe - I do not like to position reviews as feedback for us, but rather as a way for our customers to help their peers make a buying decision.

#general - July 23, 2024 at 09:34 PM

Hi all - looking for ways to encourage prospects and customers to join our VIP events at Dreamforce. These are VP and C suite Finance and Product execs. Curious how you have driven attendance at intimate meals with your execs as bigger events. Or what you have seen others do at these large events. Thank you!

#general - July 18, 2024 at 05:18 PM

@Lacey Butler it was for an event that a different team ran and they did not realize how hard it would be to get the reimbursement. We are working together to have a better solution going forward.

#general - July 17, 2024 at 09:18 PM

Does anyone have a doc you are willing to share that outlines all the steps (and who is responsible for them) for customers speaking at events? We need to document the process and roles as we have had some confusion recently - I'd love to see how you all are handling it and if you have any good template examples I can share with my org. I'm talking soup to nuts, from identifying the requirements for the customer down to sending a thank you gift afterwards. TY!

#general - July 17, 2024 at 05:38 PM

I wonder if it's worth the time/effort. Why is this story so important? Will you be able to get approval once you get the story? Do you have another person at the org you can interview? Or do you need this title?

#random - July 13, 2024 at 12:50 AM

What about onboarding, product adoption, expansion and retention 🙂

#general - July 12, 2024 at 11:54 PM

How do you reimburse uber or other ground transport? @Daniel Palay

#general - July 12, 2024 at 11:54 PM

Oh - very cool. I will ask about that.

#general - July 12, 2024 at 11:27 PM

@Daniel Palay yes - we use Fluid. That is how we book for them.

#general - July 12, 2024 at 10:45 PM

Hi - one more from me on a Friday night 🙂 How do you manage reimbursing customers when they attend your events and they do not want you to book travel for them? We are having a really hard time with finance on this. We had a top customer who spoke at an event book his own hotel/flights and finance is asking for a W9! Yikes.

#general - July 12, 2024 at 10:04 PM

Awesome - the $3-5k is super helpful - that is what I was going to guess. Do you think it got more customers to attend?

#general - July 12, 2024 at 09:03 PM

Has anyone held a super high end CAB meeting - like the Phoenician in Scottsdale? If so, what did your cost per person look like? Where was the event? Also, do you think the high end venue got more customers there? My President recommended this - and I think it may be out of budget and a ton of work - wondering if the engagement is worthwhile. TY

#lifecycle - July 12, 2024 at 01:15 PM

Sorry - just seeing this now - but I also saw another thread with answers . . . so a little confused.

#general - July 12, 2024 at 01:14 PM

Interested too!

#lifecycle - July 12, 2024 at 01:11 PM

+1 @Rachel Ward Also, I would add I have one person on Lifecycle - which is not nearly enough. She spends 50%+ of her time on expansion as we have large rev goals to hit. Then the other ~50% on the newsletter, product updates/adoption, and an SMB initiative we are supporting. I am hoping to prove the value and then build out the team.

#general - June 13, 2024 at 12:51 PM

Hi - I need a video card to go in a mailer that I want to send on July 15 and I have not even scripted the video yet 🙂 - does anyone have a vendor who can turn these around super fast? My usual go to says he needs 30 business days after we deliver everything and I do not have enough time for that.

#general - June 04, 2024 at 08:15 PM

@Alexie Glover how have you seen that work well? At the booth? In another space? Incentivized?

#general - June 04, 2024 at 07:52 PM

Dreamforce! Who has been? How have you engaged with customers before/during/after the event? I'd love to brainstorm with you all. This is our first time attending. At a high level, here is what I've been thinking about: • Tell all customers we will be there - tell them to stop by to get special, customer only swag • Find a customer with a cool product to give away to any prospect who will take a demo with us • Invite VIP customers to exec meetings, meals, etc • Invite customers with open expansion opportunities to talk to someone on site • Invite all customers to large events, eg happy hour • Identify strong customers as speakers • Showcase big brands in our marketing onsite • Ensure onsite team is equipped to talk about customers who use our integration What else have you seen work well - or what has flopped? Thank you!

#general - June 04, 2024 at 07:47 PM

@Kevin Lau yes, please! Thank you.

#general - June 04, 2024 at 12:14 PM

How do your companies think about product adoption? Who is involved and do you have a process you can share? I lead customer marketing, and lifecycle marketing is part of my team. I would like to see us play a bigger role, but we do not have bandwidth to do it all - right now we announce new features in our newsletter, but that's about it for 1:many. To be more specific, when you roll out a new feature, who determines the TAM, how do you drive adoption with those customers? How do you determine what is 1:1 and what is 1:many? What role does product and product marketing play? Who is accountable for driving adoption? Who determines the go to market strategy, and then organizes all the teams to execute? If anyone has this mapped out and could share, that would be a huge help!! Thank you!

#general - May 29, 2024 at 04:06 PM

Hi - how do you tell an advocate who agreed to a reference call that they are no longer needed - bc the prospect keeps changing their mind who they want to talk to!!! Wondering if there is a good "relationship building" way to approach this Thank you

#lifecycle - May 28, 2024 at 05:58 PM

Happy to look as well.

#lifecycle - May 24, 2024 at 02:04 PM

Hi everyone - we are just starting our lifecycle efforts and are first focused on expansion. Does anyone have any examples they can share of an integrated campaign that worked well, including in product messages, emails, webinars, paid ads, 1:1, etc? I'd like to paint a vision of where we could be in 6-12 months across teams. One of my challenges is that people are working in silos and I want to get everyone inspired to work together. Thank you!

#general - May 15, 2024 at 09:15 PM

For these types of stories we usually ask a little bit about each company, then ask about how using them together makes an impact in the business.

#open-share - May 13, 2024 at 05:47 PM

Hi all - how do you respond when a happy, but very small, customer, reaches out and says that they'd love to work on a case study? I focus my case study efforts on big brands - I do not need a story from this customer and I do not have resources to work on a low priority brand - but I do not want to reject this customer. I'd love to ask them to leave us a review, but they really want the exposure on our website. I could maybe feature them on social media if they gave a really good review . . .Curious how others handle this.

#general - April 30, 2024 at 12:28 PM

Thank you all!

#general - April 25, 2024 at 12:39 AM

Hi - I'm doing a deep dive on reviews sites. Does anyone focus on Capterra? We spend no time there, but are getting a decent influx of positive reviews - we've had 4 in April. Wondering if others focus on that site - the other sites we don't focus on tend to have negative reviews as people are complaining - so wondering why this one has so many positive reviews. Thank you.

#general - April 21, 2024 at 01:58 PM

Hi all - does anyone have a list of links to public facing customer advocacy programs? @Mary Green (Owner CMAweekly) I feel like this may exist? I'm looking to make a landing page/one pager to share with customers about the benefits to them of participating in advocacy programs and would love some inspiration - I had chat GPT write the copy and it was pretty good - but I would like to see what others do as well. TY!

#announcements - April 21, 2024 at 01:50 PM

@Kevin Lau Hi - I know you left F5, but I would love to see the landing page for the insiders program - I searched online but could not find it

#announcements - February 01, 2024 at 12:53 PM

Hi all- I've been quiet for a while - heads down on our upcoming customer conference and my teams is in charge of the entire event! We are hosting an awards ceremony during dinner. Does anyone have a template/event run of show for an in person awards presentation at dinner? Or anytime of day? Or any tips? We are running a bit behind and I need to get this figured out ASAP. Thank you!!

#announcements - January 06, 2024 at 10:05 PM

@Bria Jones what is the goal in making the points expire for existing customers? I feel like that would just really annoy people. How many customers do you have with a lot of points who are still engaged? It would be easier to change the terms for any new customers. Let anyone currently in the program to be grandfathered in - or at least let all their old points be grandfathered and any new points have an expiration date. I feel like you will have to do a lot of comms and people will get annoyed even if they are not losing any real value - it doesn't feel very customer centric to do this to any loyal customers. And it will be a ton of work for you with a questionable positive business impact.

#announcements - December 23, 2023 at 11:10 PM

Thank you all - I think I'm going to have everyone wear their own cloths and have lanyards make it obvious who are employees so every is comfortable and feels good about how they look without being forced to wear something that does not feel or fit well.

#announcements - December 22, 2023 at 03:49 PM

Hi - for those who have a CAB - do you have a deck for sales/csms to explain what the cab is, why they should care, how they can leverage it, etc that you could share? I have the basic overview slides done, but I need to train sales/csms to think about the cab as something that benefits them, not something that they are doing "for marketing". Thank you!

#announcements - December 22, 2023 at 03:45 PM

Thank you all! @Shannon Howard why do you not like polos?

#announcements - December 20, 2023 at 05:43 PM

so fun!

#announcements - December 17, 2023 at 01:49 AM

Interesting - But, I also feel that this data is self selection - I see this as correlation, not causation - show me people who look identical to those who engage in community, other than the engagement, and compare those people to these ones in terms of GRR and Expansion.

#lifecycle - December 04, 2023 at 06:00 PM

Hi - that's a big question. My advice is: • make a list of everything you can upsell/cross sell • do you sell via slg or plg? • determine the ICP, both the company and the contact - who is the decision maker, who is the influencer for each of the things you want to sell and what is the trigger that will determine that your customer needs your solution • then determine a cadence of content related to the problem that your solution is focused on, figure out how/where to deliver it • figure out your cta and how you will route interested customers to sales does that help?

#chatgpt - November 30, 2023 at 04:19 PM

Do you have a call recording vendor like Gong? Does sales have one? We use Clari and are playing around wth this.

#announcements - November 30, 2023 at 04:17 PM

Hi all - I'm looking for inspiration - does anyone have an image of how you organize your advocacy program across all customers - similar to the Marketo mountain one? Thank you!

#announcements - November 30, 2023 at 04:14 PM

Please remember that not everyone celebrates Christmas as you work on this.

#welcome - November 28, 2023 at 01:21 AM

So great to see you here! And thanks for the callout 🙂 Would love to hear how your efforts are different working for a B2C company.

#open-share - November 22, 2023 at 12:18 AM

Thank you all! And we are relaunching our CAB at this event - no pressure 🙂

#open-share - November 21, 2023 at 05:31 PM

Proud moment - the website for our customer conference is live!! [www.chargebee.com/beelieve](http://www.chargebee.com/beelieve) - my team owns the entire conference and it's taken months to decide on a name, branding, session topics, awards, etc - now we just need to drive registrations and figure out all the logistical details of execution :)

#announcements - November 18, 2023 at 04:52 PM

Yes - Shannon, we are doing that too. Thank you!