Emily Smith

#general - July 23, 2024 at 07:30 PM

Thank you!!

#general - July 23, 2024 at 06:45 PM

Same ^^ got one put on my cal this morning i'm so bummed 😔

#discussions - July 22, 2024 at 05:15 PM

I run mine all internally on SFDC! I was not the original person who built it so I don't have the project plan, unfortunately, but I'm more than happy to hop on a call and walk through it with you!

#general - June 25, 2024 at 02:48 PM

We did this last year at our conference for the first time, but a little differently. We had a "wall of fame" essentially where we had about 10 different customers who were recognized for their different areas of participation (Torch Network Member of the Year, involved in customer trainings, most involved in community, most referrals, etc) and had a brief bio about their participation. It was a huge hit with the customers who won, as well as good buzz for people who wanted to be "on the wall". It gave us great justification and allowed us to have an easy conversation this year when we asked to transition it into a more formal 'award' on the main stage.

#discussions - June 25, 2024 at 02:44 PM

This is great, thank you so much @Megan Donaldson at Zoom

#discussions - June 24, 2024 at 06:27 PM

Makes sense. Thank you!

#discussions - June 24, 2024 at 06:26 PM

Our advocacy team is me and one other person so we're trying to gauge how much work this is going to add on us to see if we need to request more help

#discussions - June 24, 2024 at 06:25 PM

@Lauren Stefano that's kinda the direction we were thinking, too! Are you doing anything with the CAB Alumnis or is it just title only? That was where we were hitting a bit of a blocker is the idea that we then in theory would have an alumni group to manage

#discussions - June 24, 2024 at 05:30 PM

Amazing - thank you so much! <mailto:emsmith@servicetitan.com|emsmith@servicetitan.com>

#discussions - June 24, 2024 at 05:20 PM

Happy Monday! Does anyone have any documentation on their CABs that they'd be willing to share? We're looking to start one and our exec is interested in seeing how other companies have communicated tenure and removing people from the CAB at the conclusion of the year while also keeping some people in year over year. He also is interested in seeing any kind of 'contract' that they sign as part of joining. If anyone has anything on this, or info on how you structure yours it'd be very much appreciated!

#general - June 12, 2024 at 04:29 PM

It's super fun! We also partner with some "power referrers" to give their referrals deals they wouldn't be able to get elsewhere. So, all in all it's a partnership that's worked extremely well. They've branched it out to our suite of upsell products now, too. But they get a trip for that and not a car lol

#general - June 12, 2024 at 04:27 PM

The payout is pretty wild. We give our advocates an additional kicker, too, which is nice

#general - June 12, 2024 at 04:27 PM

It's on the winner. Which they're typically OK with because of the thousands of dollars they get with the referral bonuses that get them to the point of being the winner. Winners are referring like 20-30 closed deals so they're already getting a ton of cash ahead of winning the car

#general - June 12, 2024 at 04:24 PM

Oooops lol sorry!

#general - June 12, 2024 at 04:08 PM

[Here's a video of our most recent winner](https://www.youtube.com/watch?v=Z9rVZiaNP_Y). [And our referrals page!](https://www.servicetitan.com/referrals) Our referrals team is always happy to meet if anyone has questions on how the program runs! We use Saasquatch to manage it. Customers get $500 for every referral that takes a demo and then more money if the deal signs up. And then the most at the end of the year gets a car! It used to be a Ford150 and now it's a tesla

#general - June 12, 2024 at 03:54 PM

Yes we just gave the Tesla away to our winner a few weeks ago!

#general - June 12, 2024 at 03:54 PM

I'm from ServiceTitan lol

#general - June 05, 2024 at 08:45 PM

I'm working on launching a rewards program! Getting my beta group together now. Been working on this for a year and am so excited to see it come to life! Hoping it will speed up my reference cycle

#general - June 05, 2024 at 08:44 PM

We also partnered with our training team to incorporate asking if they'd be interested in being a reference and they would share that report!

#general - May 29, 2024 at 04:07 PM

I usually just say something along the lines of "the prospect decided to pause their evaluation due to busy season (or some generic reason) and intend to pick back up in a couple of months. If they're still interested in having a call I'll be sure to reconnect you. I apologize for any inconvenience and appreciate your willingness to speak with them!" So that way it sounds like they're just busy, but still interested and lets them down nicely.

#general - March 29, 2024 at 08:48 PM

@Amanda Schulte I run a pretty fast and high volume reference program that was built from scratch so I'm more than happy to jump on a call and walk through it with you if you'd like! When it comes to internal buy in, I'm typically using internal numbers and sharing that up with leadership. Close rate for deals w references, how many references our advocates have completed, the CMRR they contributed to by month/quarter/FY

#random - March 20, 2024 at 06:13 PM

Something quick we've done is spin up a BrandLens campaign and capture some customer videos that address common sales objections and they're able to share these vids with their prospects. We use Consensus to do this so it allows them to embed it directly into demo videos which is great. But we ran a quick campaign and got a bunch of videos that our creative team was able to edit together. Have to account for it being a lower vid quality, but helped us demonstrate how customers were driving sales and leads at scale

#announcements - January 12, 2024 at 05:56 PM

^^^ definitely agree here. Review count only shows one piece of the puzzle. I think there's a ways to go in terms of reporting/insights from our customers on which sites they look at etc. But one of the big things we're focusing on for this year is implementing Birdeye to take the manual reporting off our plates and allow us to run campaigns/report on which campaigns are successful etc. I think that will then change how we report out to our stakeholders since we will have easily accessible data that we don't have to pull ourselves

#announcements - November 08, 2023 at 07:05 PM

Our CEO gave our customers his cell number - which I don't recommend lol But he created a separate email account Founder@) and that really resonated with people. It felt genuine and he has been really adamant about reading/responding to all of them. He also does a quarterly webinar about our roadmap/addressing concerns that is public

#announcements - October 25, 2023 at 06:56 PM

Our VOC manager uses Wootric!

#announcements - September 25, 2023 at 03:55 PM

Yes, they did! We run our entire reference process through salesforce and so if the reference attached to the opportunity is not marked as one of the final statuses (completed/did not run/cancelled etc) it will give them an error when they try to close out their oppty

#announcements - August 21, 2023 at 05:29 PM

We built a motion in salesforce where AE's can't close any of their deals (won or lost) if it has an "open" reference request attached to it. That's how we're best able to get them to confirm if the calls happen. It's not a complete solve, but we do less chasing as a result

#announcements - August 10, 2023 at 10:11 PM

^^^^ completely agree @Evan Huck - we never record or attend to allow them the comfort to be candid and honest with each other without us there

#announcements - March 28, 2023 at 09:04 PM

Hey there! For anyone running rewards programs, what tech are you using to manage that/provide the points to your advocates? Ty in advance!

#announcements - March 14, 2023 at 05:47 PM

I'm happy to, as well!

#announcements - February 10, 2023 at 08:03 PM

[Here is a link](https://docs.google.com/presentation/d/1NgLRlELEv05zyvWNpeUWRR7-K880ik3l8QzFllSFj3k/edit?usp=sharing) to the slides I shared today if anyone would like to take a look. Thanks for letting me share about our program!