hey squad! I'm working on a deck to present to our CSM team to get their buy-in for our new customer advocacy platform, which we are FINALLY rolling out (woo!)
What are the benefits of participating in our customer advocacy efforts for them? We want them to invite their favorite customers. Thoughts?
You should connect with Brittany Fishman, VP of CX at Lytho, who shared at CustomerX Con last year that they saw orgs with at least 1 advocate who completed an act of advocacy over a time period (sorry, I forgot 😅) were retained 100%.
hi joel! ooo i forgot about the higher retention piece! i wish i could find some stats on this, but that's a great start, and i'll reach out to her. thank you!
if possible you could gamify the program so that CSMs are incentivized to invite their customers. for example, they get a raffle ticket for each of their customers who joins the advocacy program.
ah thanks so much ! Also, we're leaning against incentivizing but I'm sure it would probably help , i'll mention this approach. ty 🙂
...to echo what said, I would also see if you can track how much $$ was spent before and after acts of advocacy. We do this with content and let me tell you when i show that report to our GTM team, they instantly see a way for them to get paid more if they help us get connected and get a piece of content published.
that's such a great datapoint, it's not something we have access to right now, but i'll see if we can track it moving forward. thanks for the idea daniel!
🙂 tagging you here
Oftentimes CSMs are the ones being asked to reach out to their customer to put an advocacy request in front of them. An advocacy platform removes the need for them to do that, which can save them a lot of time and back-and-forth with customers.
