Andru Creighton

Heather Quitos Mary Green A strong best practice to help manage program hygiene is to put the onus on the account teams and/or CS teams, mixed with tool automation. Programs are only as strong as the customers who are members, and they are only going to provide value if they are willing to do so. I've seen customers run quarterly reports on who has participated in activities and who has not. From there, they filter one step further to show anyone who was not requested and anyone who was requested but received a lower feedback score. That list can then be shared with CS/account teams to review and update. Our customers find out a lot of information just by organizing the data and asking for input from the teams who own the relationships. Orca customers take a two-step approach beyond that report. First, set up reminders to check in on the status of advocate health. Second, set up automation called Classifiers that automatically help maintain a healthy pool of advocates. For example, if an advocate’s health score drops to "yellow" or has a renewal coming up in 30 days, Orca will automatically pause them from the program until resolved. This gives stakeholders peace of mind that anyone who is available will meet a predetermined standard. Happy to share more!

Joel (Salesforce) Ill throw in a plug here for Amanda Meinert and Simpro's program!

Joel (Salesforce) yeah, essentially a headline to catch attention. For example: After implementing Orca, in the first 90 days Company ABC drove 95 new customer nominations and reduced reference SLA by 45%.

In term of other sales collateral, win story headlines go a long way and are what most people pull out of a case study anyway. One to two sentences that can be throw in an email that highlight the Company, Problem and Outcome. A lots of times people need to either check a box in their procurement process or send a brief to leadership so making that process easier for them is key.

Along those same lines as a revenue requirement, we’ve helped customer segment their references so a deal size below $x is a very automated hands off process but deals above $y are more white glove. Allows for everyone to place nice in the sandbox and protects those larger more valuable customer contacts.

to tack onto Gabi Sayah, connecting the right customer to the right prospects for a genuine and mutually beneficial conversation feels much less like a ‘to-do’ and more like running into an old colleague. Burnout comes from those asks being a chore. I do tend to lean a bit of the other direction when it comes to rewards because they can make the ask seem very transactional and the folks you want to hop on those calls shouldn’t necessarily be doing it for the treat. Every business and use case is different when it comes to the reward aspect.