Emily Coleman

#general - November 07, 2025 at 11:48 PM

So, I'm excited to see that this article includes some examples of what metrics they were tracking and the impact on their revenue!

#general - November 07, 2025 at 11:45 PM

I think the biggest problem is that our revenue attribution is so soft in customer marketing compared to demand gen/growth. Marketing metrics and the tools that measure them are heavily skewed toward demand gen.

#reviews - November 06, 2025 at 08:34 PM

What worked for us was that we had a dedicated table set up with laptops for customers to complete the review. Our AR agency sent someone to the event and he and one of our marketing managers manned the table. They explained to customers how the process worked because the verification can be really confusing.

#reviews - November 06, 2025 at 08:30 PM

We had a lot of success with this at SolarWinds during one of our in-person user groups.

#open-share - November 05, 2025 at 11:53 PM

continuing my highly irregular LinkedIn posting with some thoughts about collecting customer reviews: https://www.linkedin.com/posts/emilyecoleman_third-party-review-programs-are-to-brand[…]m=member_desktop&rcm=ACoAAAJLCZAB69ve5xa4YSCEPzcI97TSQ90-jFs

#reviews - November 05, 2025 at 05:13 PM

I think it depends on how many questions they actually answer, but 10-15 minutes is probably pretty close for most folks.

#7-case-studies-stories - November 04, 2025 at 11:02 PM

I use Asana and trigger a workflow to post updates in a public Slack channel. That works pretty well.

#general - October 30, 2025 at 11:52 PM

It's nice having it up higher in the Account Information section, because it makes it easy for anyone with Salesforce access to check if a particular company has logo rights. We also have a Looker dashboard that gives a list of all the companies with specific marketing rights. I feel really fortunate that someone else set up the process of incorporating marketing rights into the contracts before I got here.

#general - October 30, 2025 at 11:48 PM

Got it. We have Logo Rights true/false boolean as a field in our Account object in the Account Information section. It is triggered in one of 2 ways. We have a "Marketing Inclusions" field in our Opportunity object that's associated with the contract details from ironclad. If logo rights are selected in the marketing inclusion pick list, then the field is true in the Account object. We also automatically assume logo rights for companies in our self-service or lower tier plan unless they have opted out. So, if they meet the plan criteria, the box is also checked.

#general - October 30, 2025 at 11:41 PM

Are you asking where it exists in the contract or which object the field is associated with in SFDC?

#reviews - October 30, 2025 at 01:01 AM

Yep! We've been using the voice review + chat experience for awhile now and it's been really successful for us.

#7-case-studies-stories - September 30, 2025 at 04:37 PM

Here's the current iteration of ours. I use the "After" section to be more technical and the "Impact" section for higher-level business value metrics.

#general - September 26, 2025 at 05:39 PM

Heads up for everyone joining the brainstorming session today, I will only be able to lead the call for the first 30 minutes. I have a mandatory marketing meeting scheduled for the bottom of the hour, and I appreciate your understanding.

#reviews - September 24, 2025 at 10:53 PM

Our company approval or the customer?

#jobs - September 24, 2025 at 10:52 PM

My sister works here as an infosec security analyst and really likes it!

#reviews - September 24, 2025 at 12:54 AM

We've actually seen some success with the voice reviews. They make the process faster for customers. And, you really have to be willing to give more $$. We do $50 for an incentive. It has the highest completion rate.

#open-share - September 24, 2025 at 12:53 AM

In this economy, that's harder, so I get that it's not always the most practical. And there's something very satisfying about doing customer advocacy on hard mode.

#open-share - September 24, 2025 at 12:51 AM

100% agree that it works better if you're smaller and looking for the brand recognition.

#open-share - September 24, 2025 at 12:50 AM

These are great tips and so much better than my advice which is, "find a new job." I've done it before and it's so hard.

#general - September 24, 2025 at 12:49 AM

Not yet bc our FY ends 1/32, but probably very soon.

#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!