Rachel Bonistalli

#general - June 04, 2025 at 05:36 PM

For your team, you may want to do an exercise monthly where each person brings one thing they did great and one thing that failed as what they learned from that failure and you celebrate both -- the success and the fast learning you did from the thing that failed. That can help normalize experimentation. Good luck!

#general - June 04, 2025 at 03:09 PM

From working on a manual effort for this back in early 2023, I can share that where to start on product adoption was best determined aligning on particular stage of the customer journey that was critical. That was through CS partnership. Together, it was determined that the first use case needed to be onboarding that was rapid, seamless, as well as delighted and celebrated with the customer. CS and Customer Marketing have a vested interest in making sure that this experience is positive and has personalized elements and/or rewards/celebrations (Customer Marketing elements) as well as can be scaled to those accounts that will be digital touch only (Customer Success). If this goes well, license uptake happens quickly.

If I were doing this today, I'd use AI to find the next sticking point or what product use case unlocks a value lever which will propel the customer into possible upsell/cross sell. Some of these hurdles can be researched by doing data pulls and putting that into a ChatGPT (if company permits that) to find patterns and/or using other platforms that have AI to help. I've been researching this for next steps for innovating from that previous experience.

#general - June 04, 2025 at 02:23 PM

I've used Gong transcripts to see if there are personal anecdotes around their interests. We found that one executive was really into tennis and identified a tennis bag that was high quality and trending. Had that monogrammed and then sent a branded insulated water jug for hot tennis days along with branded quick wicking tennis towels. And like Holly, definitely did a handwritten note in the package from the exec sponsor who was on the previous company's account.

#general - May 15, 2025 at 06:48 PM

Another approach I've seen work is where you say that commensurate on time successful product onboarding they commit to x (x is an explicit ask such as permission to use their logo on the website and in specific promotional materials for the product they purchased). And then further acts of named advocacy such as quotes, case studies or videos are separate ask that goes through the CSM based upon reaching certain adoption milestones. Until the customer has received perceived value it's tough to get a commitment unless you commit to something demonstrating value to them.

#general - May 09, 2025 at 06:53 PM

Thanks so much @Amanda Peacock — great insights and guidance!!

#7-case-studies-stories - May 01, 2025 at 04:35 PM

In my experience, the fee was roughly $2/word with the freelancers I used. However, that was a couple years ago, so as Mary suggests, could have taken a jump.

#open-share - March 11, 2025 at 05:17 PM

@Katlin Hess - any possible way to participate without a work e-mail? I'm currently in transition and would be interested in G2's updates to remain current.

#open-share - March 11, 2025 at 05:16 PM

@Katlin Hess - anyway to join the session without a business e-mail? I'm currently in transition.

#general - February 26, 2025 at 04:40 PM

Yes, I would love to learn more. I've worked on programs but would love to learn more.

#job-seekers - May 15, 2024 at 08:22 PM

Hi everyone, Thanks for making this community available for those interested in sharing experience and growing in addition to finding what's next.

I'm seeking roles in Customer Marketing or Content Strategy at the Director or Senior Manager level. I'm keenly interested in helping serve the right content at the right time via channel of choice to help improve product adoption and customer engagement. I'd welcome connecting with this community for a 15 to 30 meet and greet to see how we can help each other.