Taylor Page

#general - December 02, 2024 at 08:59 PM

Any CMA folks in Las Vegas for AWS re:Invent this week??

#general - October 03, 2024 at 04:36 PM

Just completed! Definitely want to see the results!

#general - September 19, 2024 at 03:35 PM

Older graphic! Plan is to talk about adoption, but if folks want to chat about onboarding more, happy to do that as well!!

#general - September 19, 2024 at 03:10 PM

Hey y'all! In about an hour, I'll be hosting a roundtable discussion about Adoption! Hope some of you can join 🙂 https://lu.ma/fa0ahfom?_bhlid=fcea53c29bf0a0ac96e443817f1c91731d01c540

#discussions - September 16, 2024 at 08:25 PM

@Clarke Conlon do you have existing onboarding and adoption nurture programs running? Whether that’s via email, in product, or through CSMs. Tbh my thought is that typically, when you get to the contraction mitigation stage, the rates of retention or flat renewal are pretty low. If you can dig a bit more into product usage early in the lifecycle to understand who’s signing up, how quickly they’re getting to an aha! moment, and what the average time to value is, you’ll have a better chance of keeping those contractions from happening.

#discussions - September 03, 2024 at 04:09 PM

i found the key responsibilities from my initial JD (role was Director, Customer Marketing & Advocacy):

Key Responsibilities
• Develop and maintain a robust customer journey map to inform customer marketing & advocacy strategy as well as our broader marketing strategy

• Lead and manage customer engagement and communication programs, including ongoing nurture campaigns, newsletters, in-person/virtual events and reference programs
• Build and drive full-funnel customer advocacy programs, including case studies, testimonials, reviews, content contributions, speaking engagements, social activity and gifting
• Drive targeted campaigns to create upsell and cross-sell opportunities
• Maintain customer pocket stories and a customer reference database by product, region and industry vertical
• Collaborate with content and product marketing teams, customer success, and field reps to develop and test customer programs, customer-centric content and drive program adoption
• Assist customer success and field reps in development of relevant programs and toolkits to drive customer engagement and retention
• Adopt a research-driven process to customer marketing with a continuous flow of insights to inform our go-to-market and product strategy; periodically share customer insights with company-wide stakeholders
• Maintain vendor relationships with customer review platforms and drive engagement to position Kong as the leading provider

• Build a strong foundation for the program as an individual contributor first and over time expand by building and leading a team of customer marketers
• Assist in development of success measurement criteria and report regularly on customer health, program results, pipeline and conversation

#general - August 01, 2024 at 05:20 PM

Thank you to all of the amazing CMAweekly community members who joined (or registered to get the recording) of my session around Onboarding!! ✨

I'll be back on August 15 to talk more about Onboarding and Adoption - register here if you want to join the fun! I'm thinking we'll dive a bit deeper into how you can make onboarding simple even for complicated products -- it's a wild west out there .

#general - July 30, 2024 at 04:08 PM

i have not yet!

#general - July 29, 2024 at 06:45 PM

Hey y'all! I'm leading a series on Onboarding & Adoption starting this Thursday -- hope some of you can join! For those who are registered (or even if you're not), I'd love to source some questions or challenges you have around onboarding & adoption that would be good for us to tackle on the call. Feel free to reply here or DM me! I'm putting together some info from my experience, but would love to incorporate some of what you're looking to learn!

#general - July 28, 2024 at 05:25 PM

+1 for Anthrophic — I think Claude is better at writing ideas than ChatGPT

#discussions - July 22, 2024 at 09:56 PM

Here it is IRL via LinkedIn post. I have not gotten budget to make them again 😂 but they were awesome

#discussions - July 22, 2024 at 09:51 PM

Yes! Our winners posted them on social as well, which got great traction

#discussions - July 22, 2024 at 05:33 PM

We got gorgeous awards from Society Awards (they were crystal gorillas to match our logo!). They were not cheap (~$1,000 each) but were so beautiful and really special. They do have some lower cost options

#jobs - July 11, 2024 at 05:54 PM

For Atlanta-based folks!! I had a recruiter reach out about a position at Smarsh. Here’s the description he sent:

The Senior Manager, Customer Advocacy at Smarsh is a strategic, cross-functional project and program manager focused on advancing organization-wide customer advocacy efforts. This role manages the customer reference program and Customer Innovator Awards. It will also elevate the voice of the customer, a key initiative with executive-level visibility, with the goals of increasing retention, customer advocacy and building stronger customer relationships. This role requires collaborative partnership and engagement with customers and internal stakeholders (Sales, Customer Success, Product, Marketing) to maintain strength and support of Smarsh programs.

Smarsh offers attractive compensation ($150k + bonus + equity), great benefits, diversity, and a hybrid work opportunity (2-3 days onsite at Perimeter Atlanta HQ).

If you’re interested, please DM me and I’ll get you in contact with the recruiter!

#welcome - July 11, 2024 at 03:56 PM

great to see a fellow Atlanta-based customer marketer! welcome!

#lifecycle - July 11, 2024 at 03:55 PM

@Rachel Ward -- i'd love to see your deck, if you're willing to share! trying to align multiple journey mapping processes across marketing and CS currently and would love to see another buy-in deck for inspo 🙂

#general - June 18, 2024 at 07:06 PM

We run a summit annually for our customers, prospects, and community — I manage our customer speakers but am heavily involved with the whole event and am happy to share my learnings.

#general - June 14, 2024 at 07:57 PM

i'm on the speaker line up!! hope to see lots of y'all there!

#general - June 07, 2024 at 08:15 PM

We’re currently hunting for a new swag vendor — sounds like I should add Postal to our list!

#general - June 07, 2024 at 06:52 PM

i'm happy to talk about adoption/in app messaging, lifecycle, CABs, or events!

#general - May 30, 2024 at 02:00 PM

we've used Tremendous for gift cards and it's been working well, so we really just need the physical swag piece. will add BlueSky and Printfection to our list! @Amanda Peacock , would love an intro! thanks!

#random - May 30, 2024 at 01:51 PM

We also use tremendous — we compared all the various e-gift vendors and they had the largest country list

#general - May 30, 2024 at 01:49 PM

Have y’all ever used a vendor who didn’t have a platform? Just warehoused and shipped out items? I’m also looking at going that route (closer to what we’re doing now)

#general - May 30, 2024 at 01:48 PM

This is awesome — thank y’all so much! Will literally schedule a demo with reachdesk today haha

#general - May 30, 2024 at 01:46 PM

@Lauren Turner that’s great to know — thank you!! We do a ton of shipping to Europe but I’ll look into their APAC shipping capabilities as well

#general - May 30, 2024 at 01:45 PM

Ok cool — we have budget allocated for the platform fee (which we’re not currently paying with our vendor) but the shipping costs seem astronomical…. Like $200+ to send a t shirt to Canada from the US. I’m trying to figure out if I have unreasonable expectations or if these costs are in line with what we’re seeing in 2024…

#general - May 30, 2024 at 01:43 PM

We’re looking at sendoso and Reachdesk — was the priciness in the shipping costs or in the platform fees? Or in the cost of the actual swag items?

#general - May 30, 2024 at 01:40 PM

Hi all — does anyone work with a swag vendor they really like? We’ve recently switched to a new vendor who came highly recommended, but is not working for our purposes.

We’re very global and many of our customers and users work from home, so we need to be able to ship to international, residential addresses (including India). We’re typically sending a t shirt, socks, other small and pre-produced swag items. I figure many other companies are in this situation and our previous vendor didn’t have these issues, so I want to see what other customer marketers are doing and who you love working with!

#open-share - May 07, 2024 at 02:15 PM

the best success i've seen is building it into the renewal contracts in Salesforce (or whatever your CRM is) as the default -- customer gets X discount for agreeing to Y marketing opportunities. still struggling to get this implemented at my current company (a constant battle with our sales leaders who want proof points but don't understand they need to partner with me to get them created 🙃 ) but it was successful at my last gig

#general - April 18, 2024 at 08:42 PM

^^ this!! i'm in constant roadshow mode because there are always news sales people, CSMs, etc and they don't always know what customer marketing is or how we can help them. it can feel like an uphill battle but i also regularly align with the leaders of the teams to make sure it feels like a partnership and remind them that I'm here to support their efforts, not to get in the way of their own conversations

#jobs - April 11, 2024 at 06:36 PM

Just had a recruiter reach out about this role that isn’t a fit for me but might be for someone in the group! Sr Customer Marketing Manager at Wunderkind. Remote with travel, $97-$122k. Happy to send the recruiter’s info to anyone interested!

https://www.wunderkind.co/open-roles/5868114/

#jobs - March 28, 2024 at 03:54 PM

for sure -- and I know I'd love to see more Customer Marketers move into Head of Marketing roles!!

I get a good numner of reach outs about Growth Marketing/ small start up Head of Marketing roles bc I'm doing both Customer Marketing and Growth currently so I'll send more to the channel if that's ok and people are interested in seeing!

#jobs - March 28, 2024 at 03:51 PM

1. Head of Marketing/ maybe more PMM focused at Sieve Data (AI Tooling, helping Audio/Video teams, Seed stage, ideally SF based). Ideal comp $120k-$180k + equity

#jobs - March 28, 2024 at 03:50 PM

1. Head of Marketing at Compa (Offer Management/ HRTech, Enterprise SaaS, Series A, remote) - comp range $190k - $210k + equity

#jobs - March 28, 2024 at 03:49 PM

hey all -- if there's anyone in the group looking for Head of Marketing roles, had a recruiter reach out about a couple roles at small start-ups (series A, seed) and would love to help out someone from the CM&A world! I know that's not exactly our realm, but I know a lot of us have diverse experience and could be a fit. Will post the details I have as replies to this 🙂

#open-share - February 15, 2024 at 04:39 PM

ooh yes! speaking at more events is one of my development goals for this year 🙂

#lifecycle - January 05, 2024 at 03:14 PM

oh love the quiz idea! we're ramping up our community and education this year and i think a quiz would be perfect. do you know what tool(s) you use to create and run that?

#announcements - January 05, 2024 at 03:13 PM

we have a ton of customers in finance and highly regulated industries -- would love to join @Ari Hoffman!

#announcements - November 28, 2023 at 05:17 PM

anyone from this group at AWS re:Invent in Las Vegas this week? Would love to meet up with other customer marketers if anyone else is here!

#jobs - October 06, 2023 at 04:34 PM

In Atlanta you say?? I’m not actively looking but might be interested in an intro @Evan Huck — let’s chat!

#random - September 22, 2023 at 03:09 PM

i recently used an AI tool my Campaigns team has had a lot of success with called ClaudeAI and was super impressed, content looked great.... until I realized it had just made a bunch of things up.... . guess i'll just have to write it myself!

#announcements - July 18, 2023 at 06:11 PM

for sure -- feel free to grab time on my cal!

#announcements - July 18, 2023 at 05:11 PM

There’s a #lifecycle channel where I think we’ll be talking about this! And I’m happy to chat about lifecycle comms (I’ve owned this at a few companies and am spinning some new programs up around this now)

#announcements - July 18, 2023 at 04:01 PM

we haven't gotten any rejected as 'fake' but we have had a very large percentage rejected and have seen it go up in the last year

#jobs - June 20, 2023 at 04:27 PM

i hope they're paying EXTREMELY well given that they're giving away teslas!!!

#jobs - June 01, 2023 at 02:38 PM

or both!

#jobs - June 01, 2023 at 02:23 PM

i still haven't heard back from the recruiter. interesting that the VP came up through customer marketing!

#announcements - May 24, 2023 at 02:17 PM

@Marie Elliott, we use what you're describing regularly but for internal training and educational purposes only. if we share the story externally, it is only as an anonymized story. def would not publish a story publicly without customer sign off, especially if they've only agreed to logo usage.

that said, it can be helpful to have a starting point and draft for a story, so if you can get in touch with the customer, you could have a head start towards getting a public story approved

#announcements - May 19, 2023 at 02:32 PM

this is something my execs have asked for too! we haven't launched yet so i'm still v much in early planning phases, but would love to be part of this conversation to learn from others and swap ideas!

#announcements - May 09, 2023 at 02:05 PM

oooof the comments are rough. One of the responses from Brevo is "We communicated the upcoming change in last week's product newsletter" but that still seems like not nearly enough lead time or communication for something that seems to have a lot of ripple effects..... thanks for flagging @Rebecca Grossman!!