Irene Yam's Profile
Irene Yam
Recent Messages
#cabs - October 31, 2025 at 12:11 AM
You’re so welcome, <@U08S5TC6MC7>.
#cabs - October 28, 2025 at 01:04 AM
Outline: How to Sunset a Customer Advisory Board (CAB)
- Define the “Why” • Internal Alignment: Clarify the reason and leadership Buy-In: Secure executive alignment on messaging and next steps.
Plan the Communication Strategy
• Timing: Determine the right time (e.g., post-meeting or fiscal cycle) to inform members.
• Tone: Use an appreciative, transparent, and forward-looking message.
• Medium: Choose high-touch communications—personal calls from the executive sponsor, followed by a formal thank-you email/letter.
Deliver the Message Thoughtfully
• Thank Members Sincerely: Acknowledge their time, feedback, and partnership.
• Share the Why: Be clear on the reason for the CAB’s closure, strategically and respectfully.
• Celebrate Impact: Reiterate what the CAB helped shape or influence.
• Offer Connection Opportunities: Invite them to future advisory opportunities, beta programs, or customer councils if applicable.
Closure Experience
• Host a Final “Alumni” Call or Event: Use this opportunity to:
• Reflect on milestones
• Highlight contributions
• Celebrate relationships
• Provide a Commemorative Gift or Certificate (optional): Something personal and meaningful.
Preserve the Network
• CAB Alumni Group (Optional):
• LinkedIn group, newsletter, or invite-only Slack/WhatsApp channel
• Opportunity to stay informed and provide informal input
• Stay Engaged:
• Quarterly customer touchpoints (CSMs, execs)
• Invite to speak at events, case studies, etc.
Internal Wrap-Up
• Debrief with Internal Stakeholders: Share final feedback, what was learned.
• Archive Materials and Insights: Ensure everything (agendas, surveys, recordings) is stored in a shared drive or CRM/customer advocacy tool .
• Prepare for Future Reinstatement or Redesign: Leave the door open
Optional Public Post (LinkedIn or Blog)
• Reflect on the value the CAB brought.
• Express gratitude to customers.(great for the practitioner to share their experiences/ thoughts/ gratitude.)
Bonus Tips: always have an executive send the comms
• Document Everything: This will support analyst relations, future CABs, or internal customer programs.
Ok- so signing off, per Amy, she asked. On vacation….🏝️
#cabs - September 27, 2025 at 01:27 PM
Plaud! Just used this week, it's worth it.
#general - September 17, 2025 at 07:57 PM
That's a great question—and a tough one.
If the customer is on your CAB, I’d recommend the CAB lead or an executive sponsor request a quick 15-minute call. A short conversation goes a long way in gathering context and showing that their voice truly matters.
I do send post-CAB surveys, but those are mostly for tracking trends and numbers. The real insights come from 1:1 conversations—that’s where you can go deeper. Those moments are not just about feedback—they’re about building trust.
Be transparent. Ask your board member what they want to discuss or see more of in the CAB. And if you do that, always bring in something they mentioned previously—it shows you’re listening and genuinely value their input. (And they also have a word in shaping the next agenda.)
#cabs - August 18, 2025 at 03:48 PM
🎯 Just wrapped a great conversation with Lauren Stefano and Irene Yam on elevating our CAB strategy. Three key takeaways:
1. EMEA Customer Participation Challenge Getting European customers to join and actively participate in CABs requires different engagement approaches. We need multiple executive sponsors to make this work across regions.
2. Engagement Strategy Shift Virtual works, but requires intentional design. Lauren's running 3x/year cadence that's working well. Critical addition: nomination questions during selection to ensure customers who attend will actually engage with their board peers, not just listen.
3. Public Sector Expansion Different beast entirely. Needs adapted approach with more focused agendas and structured feedback loops. Educational sessions before asks = higher trust. Could be huge opportunity if we get the format right.
Here's the . (Doh, I actually forgot to hit the Zoom record button this am. ) Thanks, @Lauren Stefano!
#cabs - August 15, 2025 at 09:33 PM
Thanks, Evan, see you soon, Zoom link below!
#cabs - August 15, 2025 at 09:33 PM
Here's the Zoom for CAB Community_CMAWeekly
Date: Monday, August 18th
8am PT/10CT/11ET
#cabs - August 15, 2025 at 02:26 PM
Hi Mary,
We're having a CAB open discussion: a few of us are in mid-stream in building and managing CABs, so we wanted to get together to tackle questions like:
• Gifting
• Budget CAB questions, due to travel bans... locations (run local CAB versus one location CAB)
Feel free to add to the newsletter, but just waiting on others to confirm time. I also called it CAB therapy, LOL.
#cabs - August 15, 2025 at 02:16 PM
Good morning, happy Fri-day! Thanks, hope we can get others to chime in, and then I'll set up the meeting and include the Zoom link here.
Here's two options for Monday, 18th:
Opt. 1: 8am PT/10CT/11ET?
Opt. 2: 12PT/2CT/3ET?
#cabs - August 14, 2025 at 06:25 PM
Terrific! Bring coffee or lunch... LOL I live in the Bay Area.. so I can meet as early as 8am PT/10CT/11ET, or later... you may have standing meetings with your teams.
Here's two options for Monday, 18th:
Opt. 1: 8am PT/10CT/11ET?
Opt. 2: 12PT/2CT/3ET?
I can also record and share for those wh cannot make it. : ) Please let me know when you're available to meet. So I can set up the Zoom.
#cabs - August 14, 2025 at 04:25 PM
I'm open to setting up a Zoom meeting for the following Monday if you'd all like to join and discuss CAB planning for 30 minutes. I'm planning several, but it would be fun as a community to talk, AKA, CAB therapy. <@U07T66D33QW>, @Maria Braune, and anyone else!
#cabs - July 23, 2025 at 02:23 PM
@Jennifer Lyons That's a tough place to be in. I would have loved that you landed a role, but that is a good sign that it's not a fit. I can go on about a CAB not being a sales event. Using deduction, it shows they are desperate to close deals.
CABs have a component of sales, but what's more important are the connections made to build trust and establish a partnership. That's what customers call it out after they attended a CAB, they say, I feel like "x" company is a partner of mine.
Here's some freebies on my website: These may help you, and you could cite these as third-party sources. It's not gated content.
#general - July 17, 2025 at 11:08 PM
@Jennifer Lyons Many European-based companies cannot take airfare and lodging, because they have anti-bribery laws, whereas in the United States, we don't.
Many companies operate CABs and require customers to pay for their flights. I am requesting that customers pay for their flights. It's not really the cost of the flight, I want them to 1. not linger in RSVP-ing... 2. be serious about the board 3. Prepare for the board.
#general - July 17, 2025 at 09:44 PM
Tier 1 city: 50-60K and have spent upwards of 200K for a total of 30 people (executives and customers)
I'm running one at the five-star hotel for around 130-150K (includes Golf or Spa)
#open-share - February 27, 2025 at 10:46 PM
I yam 🍠 what I am... had to use the punt.
#open-share - February 27, 2025 at 07:12 PM
Hi! Let's give Mary some love, she posted an authentic post of her job search journey:
🙏
#general - January 24, 2025 at 02:01 AM
Hi!
Re: CAB Strategy Planning Meeting
I'm launching my CAB book tomorrow, so I can't join you. However, if you post questions and tag me, I'll definitely help out.
Tomorrow, for the book launch, I will share a free Virtual CAB case study excerpt in my LinkedIn Newsletter or just connect on LinkedIn:
#announcements - November 07, 2024 at 11:09 PM
Sharp, I agree.