Lauren Turner

It’s often used as a price negotiation tactic at renewal.

Adding to what Joel (Salesforce) said: first figure out the goal. Then come up with a few options (no more than 5), then put it to a vote with your customers in the pilot, as well as key stakeholders in your company. Assign a weight for each cohort (like 60% customer/40% internal) and go with the winner—you make the call in the event of a tie.

I’ve done workshops on improv skills for customer-facing roles (active listening, pivoting, brainstorming, teamwork, etc.)

I was in product marketing at PLG companies (consumer electronics) prior to going into CMA. My experience there was that CMA at PLG companies tends to be more voice-of-customer focused programs (CABs, beta testers, etc). If community is involved, CMA usually has a hand in identifying and leveraging power users to help less savvy/new customers upskill.

I’ve done that through official kickoffs (with decks, hotlinks to assets and training recordings), contests, and also joining them on a few sales calls to demonstrate when and how to loop in the CMA programs/assets in real time. When they were not amenable to that, I’d go through a few Gong recordings and point out where in the conversation the CMA stuff could have been interjected. I also made a big point of congratulating sales AND the customer on the all-hands Slack channel when a deal closed with CMA influence.

Yep, that’s what I did (laptops instead of tablets, but otherwise the same), with a nice piece of swag as a thank you when the review was submitted. Love your idea about Peerspot!

I have!