Emily Coleman

#general - September 17, 2025 at 11:43 PM

We use Figma's figjam capabilities

#general - September 17, 2025 at 09:03 PM

@Mary Green (Owner CMAweekly) yeah, that would work for me. It can be a really informal meeting, I don't have a lot to present at the moment since we're working through all the details.

#general - September 17, 2025 at 09:02 PM

@Lauren Turner that sounds incredible, and I love the name.

#general - September 17, 2025 at 03:37 PM

@Mary Green (Owner CMAweekly) would it be possible to either do a takeover of a Friday call or maybe set up another time for a group call about this?

#general - September 17, 2025 at 01:52 AM

<@U08U4PV81KP> we are not building it in Gainsight, but it will use info from our CSP (we are actually in the process of evaluating which one we want to use). It's probably going to be built in our data warehouse.

#general - September 17, 2025 at 12:17 AM

Would love some feedback. We're trying to make it so that it requires very little of the CSM. Most of what we plan to collect is already happening in other places or will be automatically triggered based on Lifecycle stages. A second phase would build in a playbook into one of our AI tools for CSMs so when they do account reviews, it will suggest potential advocacy activities based on what the account and users have done in the past.

#general - September 17, 2025 at 12:04 AM

I'm working on a bold new project and I'm wondering if anyone is interested in talking about it.

I'm working with one of our customer success leaders and our data team on a project to build some kind of sentiment scorecard into our customer adoption journey. Today we have a V1 of an account maturity grade (A-F) that's built on product usage data. However, product usage data isn't the whole picture, and it can be deceiving.

So, my small working group is trying to build a programmatic way to incorporate customer sentiment from all of the places it lives to feed a data model that will be shown on a dashboard for leadership and incorporated into our new CSP for account teams.

Right now, I'm collecting a list of all of the different signals we can use, where the data lives, and what would trigger the ask. I'd love some feedback on what I'm working on so far, especially if you've ever done anything similar. Anyone up for a discussion?

#jobs - September 12, 2025 at 08:41 PM

I met with the CEO/Co-Founder of BrightHire who is hiring for a customer lead. He was really enthusiastic, it looks like they have a great product/market fit with some really stellar customers. It's a very early startup role (35 employees) and you'd be reporting to him directly.

I told him that I felt like the compensation range was a little low, but he was open to discussing further anyway, so don't let that or the job description that includes social media scare you off.

I'd love to refer some folks to him, so please send me a note if you're interested in connecting with him and I'll get you his info.

#jobs - September 11, 2025 at 12:03 AM

I got a message from a recruiter at Samsara for their Senior Manager, Customer Lifecycle role (https://www.samsara.com/company/careers/roles/7179823?gh_jid=7179823). It's not right for me, but if you want me to pass along the recruiter's info to connect, send me a DM here or on LinkedIn.

#7-case-studies-stories - September 10, 2025 at 12:52 AM

You can see it in all its glory here! https://launchdarkly.com/request-a-demo/

#reviews - August 28, 2025 at 09:28 PM

My G2 CSM has an automated send every month that comes from Looker and includes all the details. I don't think there's another way to get it.

#general - August 22, 2025 at 10:31 PM

We use Ironclad

#general - August 21, 2025 at 07:24 PM

Our data team built me a Looker dashboard that populates all the accounts with logo rights in their contracts, excludes churned customers, and segments them by the specific activities mentioned. I can filter by company size, region/account team, and industry.

It's pretty awesome, tbh, and a total lifesaver.

#announcements - August 20, 2025 at 05:35 PM

@Amy sorry I've been slow to respond; I'm traveling this week, but @Mary Green (Owner CMAweekly) has the slides and the spreadsheet I shared and is planning on posting them!

#general - August 14, 2025 at 03:58 PM

@Lauren Stefano that's my impression too!

#reviews - August 13, 2025 at 07:48 PM

@Heather Quitos we did that. we ended up getting our funds back, but it did take awhile.

#reviews - August 12, 2025 at 09:47 PM

No issues with reviews being rejected bc of AI on our account. We did have a few reviews rejected because they had problems uploading the screenshots of product shots, though. But that's not AI related, luckily!

#reviews - August 11, 2025 at 05:09 PM

@Talal S interesting!

#open-share - August 06, 2025 at 09:09 PM

ICYM my post in <#C08F0EA24R1|> about our experience testing quotes in our demo request form, I shared some more about it on LinkedIn: https://www.linkedin.com/posts/emilyecoleman_which-personalization-approach-matters-m[…]m=member_desktop&rcm=ACoAAAJLCZAB69ve5xa4YSCEPzcI97TSQ90-jFs

#general - August 06, 2025 at 09:07 PM

Holy crap @Mary Green (Owner CMAweekly), the integration with Tightknit + Google calendar is smooooth

#reviews - August 06, 2025 at 05:06 PM

Just as an update, we still don't have our funds from the campaign back without an ETA on when they'll be returned. I'd recommend proceeding with caution on doing one of these campaigns until the feature is more fully baked.

#open-share - August 01, 2025 at 04:43 PM

I was on @Sunny Manivannan's podcast this week and wanted to share! Most of the episode is me yapping about my unconventional career journey and how I basically pick my next job based on vibes. But, I also talk a little about the future of AI in customer marketing and the changes I hope it brings to how we approach our work.

#reviews - July 31, 2025 at 05:03 PM

@Heather Quitos I am having a really difficult time getting my funds back. They've told me maybe end of week. They also wouldn't share any performance metrics (emails sent, open rates, click rates, etc.)

#reviews - July 31, 2025 at 02:23 AM

@Leslie Barrett this is a new G2 feature where they will run the refresh for you, so it also gets the anonymous reviewers.

#reviews - July 31, 2025 at 12:36 AM

@Heather Quitos please do!

#reviews - July 30, 2025 at 10:38 PM

For reference, we had a a little over 450 reviews eligible.

#reviews - July 30, 2025 at 10:37 PM

Have any of you tried G2's "Review Refresh" campaign? We tried it out recently, with a $25 incentive, and didn't get a single refreshed review. My gut tells me something is not right with the campaign, but I'd love to know if this experience is typical.

#7-case-studies-stories - July 19, 2025 at 12:24 AM

They were all named quotes for this one.

#reviews - July 07, 2025 at 09:56 PM

this quarter, I hosted a G2 Report Preview meeting, and I invited sales and CSM leaders, PMM, PM, and our marketing org to join.

I went over the highlights on where we rank in all our categories, some of the successes, some of the places we need to improve, including customer feedback. I recorded the session and sent a recap to anyone who couldn't attend.

It was really successful, and I saw a lot more people organically sharing the results, because they understood better how the reports worked and what they were actually saying. It also made them all a lot more excited to collect reviews because I took the time to explain how those reviews contributed to our G2 score and grid rankings.

#general - July 07, 2025 at 03:53 PM

Ooh, I am really excited to see how this works out!

#general - June 27, 2025 at 04:42 PM

A little late to thi thread, but I really loved working with Kevin. He made himself very accessible, and helped tremendously with a couple of proposals I was working on to negotiate a promotion to a leadership role.

#general - June 09, 2025 at 10:13 PM

If you mean like reference requests, etc. Right now, not really. It's something we'll probably tackle later this year. I do have a looker dashboard that has customers who opted into case studies/logo rights in their contract, and we use Highspot to host our customer advocacy content, but that's it!

#7-case-studies-stories - June 09, 2025 at 10:11 PM

We did create a blog post draft for him to revise and use as he wanted. He opted not to revise or use that one. We also have several good-quality testimonial videos from him already. Otherwise, this would be a great option!

#7-case-studies-stories - June 09, 2025 at 08:22 PM

Great framing. I'm definitely going to use that.

#general - June 09, 2025 at 08:22 PM

@Wynn Tanner I have a separate project set up for other customer advocacy activities that aren't case studies. The reason why is because my setup is meant for tasks that follow the outlined process for case studies, and other advocacy asks don't always follow that process.

In the other section, I've separated them out by task type (Analyst/PR, event speaker requests, and other projects). It's still a work in progress, though, and I'm not sure if that's how it's going to stay organized.

#7-case-studies-stories - June 09, 2025 at 08:18 PM

I think next time I send a draft out, I'm going to suggest that if there are larger substantive things they want to change, to leave a comment in the draft instead of rewriting as a way to save them time. Because I think they have a vision in mind for what they want to communicate, but writing is a whole different skillset!

#general - June 09, 2025 at 08:15 PM

<@U0806J8HHHR> that's a cool way of organizing sections, too. One of the good things about Asana is that you can customize it based on what you're looking to track.

#7-case-studies-stories - June 09, 2025 at 08:13 PM

He told me he spent an hour working on it and I was like, "awww, you shouldn't have!" (no really, he shouldn't have)

#general - June 09, 2025 at 07:40 PM

I can discuss managing advocacy programs internally, if you need someone for that discussion.

#general - June 09, 2025 at 07:38 PM

I use Asana for case study tracking. I attached a screenshot view of the sections I set up for our project.

I use automation and rules HEAVILY to create subtasks and due dates. I also use the dashboard view to keep stakeholders up to date on progress. (see attached screenshots). When a case study moves to the next stage, it automatically creates the associated subtasks, assigns them, and sets due dates. It also triggers a message in a Slack channel that anyone in the company can join to receive updates on case studies that progress to the next stage.

I also use Asana AI to create weekly and monthly stakeholder updates on case studies. I turn the monthly updates into Loom videos and share in the Slack channels for case studies and marketing.

#7-case-studies-stories - June 09, 2025 at 07:31 PM

Would appreciate the collective wisdom of the group on this potentially sticky situation. We are working on a case study with a customer, and he returned a rewritten draft that is not in our brand voice or tone. Much of the sentence structure and phrasing (not verbatim quotes) is written in an Indian English dialect. Which would be fine for a blog post, but it diverges significantly from our typical case study style.

WWYD? I don't want to drag this draft on forever, and I want to be sensitive to the time he took to revise it. He's an engineer, so he doesn't have the same perspective as a copywriter/copyeditor would.

#general - June 04, 2025 at 10:36 PM

I tested Vidoso awhile back for this and it had some cool capabilities to do this.

#general - June 04, 2025 at 07:33 PM

@Janet I did a Pechakucha once! It was so much fun.

<@U081QESDKS7> I would suggest approaching new roles like a consultant. The first 30-60 days is all about listening and problem identification. I also suggest sharing early and often about what you're learning.

#jobs - June 04, 2025 at 03:28 PM

I had a recruiter reach out about a role for customer marketing content. It's not a good fit for me, but I'm passing on the listing! [annas@mercury.com](https://job-boards.greenhouse.io/mercury/jobs/5495611004>

The recruiter is Anna Scharenbrock and her email address is <mailto:annas@mercury.com). Feel free to mention that I passed the job posting along!

#9-lifecycle-expansion - May 22, 2025 at 03:36 PM

Yeah!

#announcements - May 22, 2025 at 03:35 PM

Someone tag me and remind me to join! I always forget these.

#general - May 22, 2025 at 03:35 PM

Congrats!!!!

#7-case-studies-stories - May 21, 2025 at 02:51 PM

Thanks for including LaunchDarkly! I'm working on doing a refresh on our case study pages this quarter, because I think we could do a little better at making them visually interesting.

#open-share - May 21, 2025 at 02:50 PM

Yes! I do this all the time with case study drafts so I'm not playing roulette every time I need a change. 😄

#7-case-studies-stories - May 16, 2025 at 12:33 AM

Our new customer stories page went live today, and I'm really proud of it. Our web and design teams spent a lot of time making this look good, and I'm hoping we see some good results from it!