Seeking Tips for Improving Our Referral Program Strategy | CMAweekly Customer Marketing and Advocacy Slack

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Jessica Mitchell
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Hey! I've run referral programs both with tech and without it. We used Ambassador and it never worked as expected unfortunately due to the salesforce integration. That said our MQL to Close rate was super high. As for tactics, we experimented with a ton of different tactics but the ones that worked best were targeted at NPS promoters and had targeted messaging. We also found that seasonal campaigns worked well.
Shetal Shah
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Hi Jessica Mitchell thanks so much for your response and insight. We are looking to purchase Ambassador, so that's good to know. Were your MQL to Close rates high due to the platform? What was the issue with the integration that you faced? Targeting NPS and G2 reviewers is next on our list so glad to hear that worked well for you. We are also looking to promote in our customer newsletter and incorporate into our nurture sequence. The biggest thing I'm trying to understand is if the platform is worth it. Our customer survey responses noted that customers preferred a referral link that the platform would provide.
Jessica Mitchell
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Hi. No problem. I would really dig into their salesforce integration. It never worked for us and caused a ton of headaches. Yes, we think that the MQL to Close rates were high due to the fact that it was so easy for advocates to share their link. Nice! We also did targeted email campaigns. One thing to note about our program is we had intended on hosting Ambassador within our product but I never got the dev resources to do so. So that meant that customers had to take an extra step to get into Ambassador. That really hindered our success. I think if we hadn't have had that and if the Salesforce integration had of worked it would have been even more successful. Have you looked at SaasQuatch? We almost purchased them and liked their functionality. I think it was worth it but the integration headaches were a pain. Also it's a relatively cheap platform compared to some others on the market in the advocacy space.
Shelly Ryder
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What a timely post for us! Thanks Shetal Shah and Jessica Mitchell mason check this out too. We're looking at Impact Advocate (which used to be SaaSquatch) for our new referral program. The places that Jessica promoted referrals is the same places we are currently, or plan to start, asking for G2 reviews. Looks like we'll have to mix it up. I like the seasonal campaign approach.
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Shetal Shah
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Jessica Mitchell really appreciate the additional insight, and good to know. We will dig into this a bit more. And thanks for the tip on SaaSquatch, I don't believe the team has looked into that one. Thanks again 🙂
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Kaily Baskett
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Alan Manosca from RingCentral has lots of insights!
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