Involving Marketing in Incident Communications and Strategic Reviews: Best Practices and Frameworks Needed

How are you and/or Marketing involved in customer comms around incidents (unplanned outages, features not working, concerns about hacks or security breaches)?

Do you have a framework/plan/process in place for how customer comms are handled

Triggers / time between comms

Guidance for channels used to update customers (status page, emails, in-app, etc. - We have terrible infrastructure in place for anything beyond the public-facing status page, which competitors follow)

Ownership/responsibility or RACI for customer comms

Process for internal comms (making sure the right people are informed and involved)

Messaging framework/guidance

Process for incidents outside regular business hours (we have in place for Support, but not for Marketing)

How involved in CM/Marketing in the content of strategic reviews?

How frequently are slides updated, for example? And how do you determine what’s included? (Do you keep it evergreen, or consistently slot in content for upcoming webinars or important initiatives?)

Do/how do you include roadmap? (Especially if you have many solutions and a customer might have a range of your products)

Do your (or CS) funnel funnel back insights, advocates, or any other impact/assets to marketing?