Colleen Reidy

Posted in 1 General Discussion·

Colleen Reidy

Metrics Advocacy Teams Are Measuring and Tracking Progress in Customer Advocacy

Metrics - what are advocacy teams measuring? Here's where we're going:

Pipeline and closed-won revenue from references
Pipeline and closed-won revenue from events where customer speakers are
Closed-won revenue generated for deals where customer assets were shared in the opportunity
Number of success stories, videos published
Quantity, overall average rating, leads from peer reviews
Downloads, clicks and traffic from our customer page

Question: is anyone counting annual contract value (ACV) from CAB members?

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Commented on The strategist or the orchestrator?·Posted in3: Open Share & Linkedin

Colleen Reidy

This is spot on, Kevin Lau - curious to how many Strategists are also performing the Orchestrator role? The cycle that is difficult to break:

Fill in the gaps as the leader/strategist to get program built and adopted
Prove quantifiable ($) value to receive adequate resources to scale (and split roles)
Not receive those resources; but expected to continue delivering value

Anyone in this cycle? I've been and it's really hard to get off the hamster wheel.

Commented on Quarterly NPS Survey Strategy for Customer Account...·Posted in1 General Discussion

Colleen Reidy

Thank you, Kelly Brenneman - I like this targeted approach, as opposed to 'spray and pray' every active contact in an account. Do you get a healthy and repeatable response rate? Our responses seem to be declining each quarter so I'm thinking of changing it up.

Commented on Alternatives to NPS: Measuring Value Through User...·Posted in1 General Discussion

Colleen Reidy

thank you, Emily Coleman - I think your approach is much more valuable than the typical NPS survey. I have questions if you have time:

Do you target more than one customers in an account for the check in?
Have you set up an automation?
Which tool do you use to collect responses?

Commented on Discussing NPS Challenges in the Cybersecurity Aud...·Posted in1 General Discussion

Colleen Reidy

not sure, hoping to get some feedback from this amazing community!

Posted in 1 General Discussion·

Colleen Reidy

Best Practices for NPS Survey Frequency and Triggers

💥 Wondering if members are (still) sending NPS surveys. We're having a challenge getting customers to respond and sending quarterly to all. Any suggestions of a tried and true approach?

How many times per year do you send and to whom?
What is the trigger to send the survey: e.g. all customers, quarterly or each time a support ticket is closed, etc.

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Posted in 1 General Discussion·

Colleen Reidy

Sign me up!

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Commented on Click now. Cry later. Happy Black Friday everyone!·Posted in3: Open Share & Linkedin

Colleen Reidy

This is the funniest post I've seen in weeks. Appreciate you sharing, we've all clicked 'that' link.

Metrics Advocacy Teams Are Measuring and Tracking Progress in Customer Advocacy

Best Practices for NPS Survey Frequency and Triggers

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