Sarah McCoy

#jobs - February 06, 2024 at 03:47 PM

Hi, I’m interested!

#announcements - January 31, 2024 at 10:57 PM

Oh, very interesting, @Mariah Lenahan! I honestly haven’t heard of that set up but makes sense the expansion and lifecycle folks are under one leader. My experience is more on the brand advocacy side of things. In my experience, typically that function is separate from LCM and expansion in my experience (unless the company has merged them). I’ve definitely worked with those teams especially to advise on leveraging customer advocacy content like case studies and quotes for campaigns or nurtures.

#announcements - January 31, 2024 at 12:02 PM

Hey there, do you mean “customer marketing” as in retention or lifecycle marketing? It’s one of my biggest pet peeves that these terms became intertwined over the years…. But in larger companies advocacy and the folks responsible for upselling etc to the existing customer base are typically not on the same team in my experience. I’m not sure what other folks might say.

#open-share - January 19, 2024 at 04:19 PM

Looks great!

#announcements - January 19, 2024 at 04:17 PM

I haven’t run an Exec Sponsorship program, but I have used BriefingSource alongside the EBC and Comms teams. I wonder if it’d be worth checking out.

#announcements - August 23, 2023 at 02:15 PM

It's a lot of manual effort to follow up and close the loop.

#announcements - August 23, 2023 at 02:15 PM

I also have a challenge where the customer says "Yes, I'll do a call" but then the account team doesn't follow up who made the request and then the customer is left dangling - not a great experience for your advocates who are willing to take time out of their day to talk to a prospect.

#announcements - August 23, 2023 at 02:14 PM

A bottleneck we have is that we don't have a traditional CSM team (only for our subscription services) and we don't have a way to easily get accurate use case data. So, all I have to go off of is what the account team notes the customer is using our products for at the time of the sale - so it's just "intent" data. Trying to navigate who can pull a backend user report, etc - it's time consuming and I waste a lot of time reaching out to the account team to see if a customer is actually doing what they said they planned to and then whether or not they'll take a reference call. We should be getting Gainsight soon so hopefully it gets better.

#announcements - August 11, 2023 at 02:24 PM

I use helping set up a reference call as an opportunity to build a relationship with an advocate and hopefully this is a first baby step into the realm of advocacy. With some customers, you already know they can't do anything public, so that's fine - they are still a huge part of the advocacy machine. They can talk to analysts off the record, etc. We should send them thank you swag, etc, and treat them like VIPs regardless of whether or not they can do external marketing. For customers you'd like to do external marketing with, and you haven't approached yet for advocacy, meeting them on the prep call w/ the requesting account team and the reference customer's account team ahead of the actual 1:1 call is a great way to start cultivating the relationship authentically. Get to know them a bit, listen to what they say they'll be able to cover on the call, make notes, and do your use case research internally w/ their account team. Send the reference customer a thank you (a note is sufficient if you don't have gifting budget and most advocates do these calls w/out expecting anything in return if they truly love your company). And from there you can ask the account team - that went so well, etc. What do you think about them joining a future webinar on xyz topic, etc. Agree with everyone else - a reference call is not the place to be opportunistic - and you don't want to erode a customer's trust right off the bat or the field's trust that you're taking good care of everyone on the call and providing a place for their prospect to network and learn from another customer. But, I see it as - this could be your first experience with our team - I want it to be a positive one. Who knows what we could do together next!

#announcements - May 17, 2023 at 08:17 PM

I'm happy to chat at some point w/ you. We have some good ones and have developed some ways to track potential influenced revenue, etc. Probably a larger discussion though about how your program is set up, etc.

#announcements - May 17, 2023 at 12:11 PM

Ok cool!

#random - May 16, 2023 at 02:47 PM

Hello there, I am wondering if anyone in this slack community has SlapFive and Seismic and would be up for chatting with me briefly about how you have it set up? I'd love to see how both things look in SFDC, etc. I'd prefer to only hear from folks who have actually done this and we already have both so I don't need a sales pitch 🙂

#announcements - May 12, 2023 at 09:18 PM

Awww love it! All of the children! Here's my little one - Audrey Frances, age 4 and JP age 11 (going on like 14 - now an orange belt). Happy Mother's Day to all the momma's and sending hugs and good vibes to all of us who miss our mommas!

#announcements - April 13, 2023 at 03:44 PM

I also have a DR appt and will be out all day on Friday.

#announcements - April 11, 2023 at 03:32 PM

Hi there folks, anyone have a recommendation for a video production 🎥🌟 company you've used in the Las Vegas area who could come on site to a conference to record some short video testimonials for a few hours for 2-3 days? Many thanks for any leads in advance!

#announcements - April 07, 2023 at 03:23 PM

My 2 cents - and of course it depends on the metrics Community is tracking / their goals - but I actually _don't_ think they should be combined because of the metrics/goals thing. Typically, CM&A is trying to show the impact on potential revenue or closed-won actual revenue and Community is more focused on engagement, retention, support ticket deflection, and maybe more - but this is what I've seen. As such, when charting out goals, there is a bit of a disconnect. Sure, you can leverage Community to identify advocates and to enrich their experiences, but at the end of the day... I suppose I am in a mindset that the ultimate function of customer marketing & advocacy is to accelerate deals and assure prospects (including existing customers who are expanding w/ your portfolio) that others like them have done this before. I think the function of CM&A works best when aligned with Comms or Brand OR customer experience if you have a model where CSMs or TAMs are in a position to source your best customers for advocacy marketing. If you are a CM who also has lifecycle marketing under your umbrella, then maybe aligning with Community works out a bit better.

#announcements - April 07, 2023 at 03:14 PM

My go-to is "What would have happened if you _hadn't_ implemented x,y,z?" Especially helpful if the customer needs a bit of prodding to explain the impact of the product or solution. I am sure it is on the previously shared lists!

#open-share - March 23, 2023 at 06:04 PM

Not bad!

#announcements - March 22, 2023 at 02:53 PM

We have Vocal Video but are excited to use SlapFive for it in the future. Everything in one place - not a fan of disparate systems, personally.

#welcome - March 21, 2023 at 01:16 PM

Same - I actually thought it was from GOT - the guy who teaches Arya how to change faces! 🎭

#welcome - March 21, 2023 at 01:14 PM

I cheated and googled but I won't spoil it! Nice to e-meet you 🙂