Matt Gardner

#welcome - April 06, 2023 at 07:59 PM

Thank you! Starting there it helps that the need for the role was a shared decision while I was still running the CX org, then realizing I was the best choice to build out Advocacy. Plus I'm a co-founder so if I agree with our CEO something is important it gets attention 😆 The other piece I think helps make this reporting structure okay with our board is that we have solid (and comped) KPIs for the role. I have an example year 1 project plan and KPIs at <https://docs.google.com/document/d/1M4HhZiEkLHv5tmC6-E-LMSPQE5A89vTxhvDzyGOGeTY/edit> that I'm happy to share! I think the sales-impacting KPIs really help getting the role recognized as part of the revenue puzzle and not a "we do it because I've been told we should do it" role.

#announcements - April 05, 2023 at 02:57 PM

Booking webinar participants, planning a customer onsite, and sourcing data for 3 new case studies I hope!

#welcome - March 30, 2023 at 10:03 PM

Thank you!!

#welcome - March 30, 2023 at 09:29 PM

Hi all, I'm coming at Customer Advocacy from the CX side. My names Matt and I'm the co-founder of RouteThis, a series A company where I previously ran and scales CS and Professional services. We were carving out a customer advocacy role and decided I was the best fit, and in our org it reports direct to ceo. Very interested to learn more about what I could be doing in year one to maximize roi on my activities!