Becky Scott

I used to get emails where companies would revoke or limit…so I had been asking the team that managed SFDC to put in a checkbox and notes field so we could update that and run reports. Because I was tracking it in a spreadsheet and it was a pain to get sales people to check before putting things in decks! Like others, it wasn’t always well defined in contract language. We had a clause but exceptions didn’t have a good central place.

(This is also where community can be surprisingly helpful at times.)

Did their AE or CSM have more of a chance to get to know them?

(I try to make note of stuff like that when I can)

That’s when I’d be going back through conversations w/him to find where he has mentioned his interests and get something that fits those. Either a nice gift or gift card aligned with those to show you’ve been really paying attention.

Gong’s summaries of recordings and transcripts have come a long way. It pulls out a lot of useful info. In addition, you could feed that into another tool & ask it to identify those particular things, especially if you pull several calls from the same customer. I’ve used AI to take several calls with multiple folks & asked it to summarize into themes and pull out action items. All of the calls were around a similar topic, so it saved me the time of combing through my notes. I just copied those in & told it what I needed.

I 💯 wouldn’t publish without them reviewing. It’s a relationship thing and you want to make sure they don’t feel blindsided no matter how many times you check in or remind them. You don’t want to be the reason the relationship goes south.

Anon is okay in certain situations—we occasionally had case studies where the company wanted to be unnamed but we had a really good story to tell. I think you could garner from the full study that it wasn’t made up. Quotes from G2 that were anon would be linked back to the actual review so you could see the full quote to confirm that we didn’t just make it up. But always with permission. I really don’t like quoting someone and then they see it and realize it’s them, because that can really damage trust. Security folks and government are the most common that would want to be anon, so it’s not out of the realm of possibility. And my former co was an identity provider, so it made sense that not everyone wanted to expose their tech stack.

I’m going!!

Yeah, I ran into this at times. If there were concerns I started asking up front, or we asked if anon would work, like Shannon says ^^.