Natalie G.

Love this, Grace! And to add context to my original response since it applies across platforms: the tiered approach works whether you’re at a booth capturing G2, Gartner, TrustRadius or any combo. If they’ve covered one platform, redirect to another. If they’ve done both, a smaller reward for an update is still worth it for recency value.

Usually only net new reviews or use a tier system of a low reward for updating and a higher value reward for net new

So currently getting the health scores are a little complicated lol but in the past at previous organizations not so much. And yes CSAT, health scores and NPS are what I think are the trifecta for targeting customers for sure.

Yes, I’m just getting started with this product so the world is my oyster lol but I'm the past, I created an evergreen review ask type program for customers that would go out after 90 days to customers who had green health scores using i think SalesLoft. Also, asking new users at existing companies would help too.

That's a good plan. I’m working with the pmm who's over customer stories and we are trying to figure out our process because as you know most customers doing case studies will give reviews but most customers giving reviews probably won’t give a case study for many reasons. It's such a delicate and sticky situation. My goal is to work with all the marketers wanting to reach out to customers and we create a playbook and framework for all pieces of customer advocacy to reach our goals while partnering with the CS org.

lol i created a one sheet for my CSMs that shared there are two options for customers to leave a review.

Basically making it easy and giving customers options so it’s really a convenience play for customers.

I am testing this out with my CSMs this month hopefully. I've worked with g2 last month to start collecting reviews this month so I don’t know how this will work but I'm optimistic.

I'm wrapping up a contact where i left the team to launch their formal advocacy program from scratch and sourced vendors they're finalizing in January