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!
