Setting the Stage for CMA Program Value Discussion

DDaniel Palay

@here So i'm leading on a session this friday on our weekly call about one of my favorite (and i suppose controversial given my take on the situation) topics...How we show/define value of our CMA programs

In anticipation of that, I have a quick ask (well two asks since it's two questions) so we can set the stage properly.

What is the top line value metric that you have to (or feel like you have to) report on to show your value?
What is the top line value metric that you wish you could use to show your value instead?

If you could spare a few quick seconds over the next two days to answer here in a 🧵 that would be much appreciated. Thanks!

7 comments

AAlexie Glover

:partyparrot::partyparrot::partyparrot:

Revenue influenced
Sentiment/account temp

VValeria Gomez

1: Definitely how we are influencing revenue.
A funny story- I work with out data team a lot on reporting and yesterday they asked me what was the best way to track impact on the data reports they are supplying us. So it is not only CMA- now everyone is trying to identify tangible value metrics about their work.

KKevin Lau

WIP but we are actively building out an aggregate happiness score / customer engagement index - multi data points to ultimately prove CLTV increases as you engage with your customers strategically across their journey with you

MMary Green

Revenue and # of activities driven (Lame but I wish it worked).

MMary Green

LLauren Stefano

Expansion/Cross-sell leads generated

AAmy

this might be relevant https://www.linkedin.com/posts/adam-goyette_does-targeting-open-sales-opps-with-case-[…]1351250817232899-3sOo?utm_source=share&utm_medium=member_ios

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Setting the Stage for CMA Program Value Discussion