Seeking Feedback on New Customer Sentiment Scorecard Project | CMAweekly Customer Marketing and Advocacy Slack

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Seeking Feedback on New Customer Sentiment Scorecard Project | CMAweekly Customer Marketing and Advocacy Slack

Perri Chaikof
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I havent personally done this but prior to marketing i worked as a CSM so I can offer that perspective and share some feedback with you
Emily Coleman
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Would love some feedback. We're trying to make it so that it requires very little of the CSM. Most of what we plan to collect is already happening in other places or will be automatically triggered based on Lifecycle stages. A second phase would build in a playbook into one of our AI tools for CSMs so when they do account reviews, it will suggest potential advocacy activities based on what the account and users have done in the past.
Cheyenne Robinson
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This is super interesting to me! We use the customer health stoplight system that’s manually added by the CSM along with the recent NPS score. Are you building this out in Gainsight?
Shannon Howard
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Cheyenne Robinson what’s the customer health stoplight system? Emily Coleman love this bold new project!
Emily Coleman
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Cheyenne Robinson we are not building it in Gainsight, but it will use info from our CSP (we are actually in the process of evaluating which one we want to use). It's probably going to be built in our data warehouse.
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Cheyenne Robinson
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Shannon Howard it used across the entire company to indicate customer health by account in salesforce with green yellow or red. The CSMs keep this field updated on every account they own.
Emily Coleman
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Mary Green would it be possible to either do a takeover of a Friday call or maybe set up another time for a group call about this?
Mary Green
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Of course, I do not have anything solid other than Kristine's call this week. Would the 26th work Emily Coleman?
Lauren Turner
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Yes, I've created an entire methodology around compounded customer feedback from multiple sources, as well as how to calculate and "grade" it. It's called the CCIR (customer-centric insight responsiveness).
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Talal S
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We just built something similar recently — have you heard of Hook?
Mary Green
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What is Hook?
Emily Coleman
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Lauren Turner that sounds incredible, and I love the name.
Emily Coleman
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Mary Green yeah, that would work for me. It can be a really informal meeting, I don't have a lot to present at the moment since we're working through all the details.
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Mary Green
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It could be a brainstorming call too, we can share thoughts, etc.
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Molly Jones
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Emily Coleman We are just starting this exact thing at Deltek. I am Customer Marketing locate in Customer Success. Mary Green please add me to the discussion.
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