Advocacy is an key part of Customer Success. It is important to retain customers and increase customer lifetime value. It is also a very powerful component of the sales cycle.
How does your team encourage and track advocacy? How does your Marketing team use Gainsight?
[i]We'll be continuing the conversation below! Additionally, tune in to hear our Customer Marketing Strategy Lead host a webinar on Wednesday June 29th @ 9am PST where we will be discussing this topic! Click here to register.
CS Knowledge Drop - Advocacy Programs
Userlevel 5
Userlevel 3
Hi! Just attended the advocacy webinar. I would love to learn more since this is something we are looking to implement in Gainsight. Could you please post the names of the playbooks you use so I can view them in vault? (since vault is so easy to search :)) Thank you!
Userlevel 4
Hi Danella,
Thanks for your post - love to see our webinars driving interest in Vault!
Here are 2 playbooks that might be helpful:
Folder: Drive Expansion & Advocacy, Sub-folder: Finding Customer Advocates
Enjoy!
Thanks for your post - love to see our webinars driving interest in Vault!
Here are 2 playbooks that might be helpful:
Folder: Drive Expansion & Advocacy, Sub-folder: Finding Customer Advocates
- Customer Reference Playbook
- Advocacy Follow-up Playbook
Enjoy!
Userlevel 5
Thanks Danella and Ethan!
Here is a summary of our Q&A today:
Question: Since reference requests are for prospects, what account do you assign them to on Gainsight?
Answer: We have an account for Gainsight on Gainsight, so we assign them directly to our own account.
Question: How does the process differ for other types of advocacy, like case studies?
Answer: The process remains fairly consistent. We typically still rely heavily on Chatter to communicate the use case as well as schedule offline internal discussions/interview customers. We capture everything in different 'Advocacy' milestone types.
Question: How customizable are different events?
Answer: Completely! Gainsight allows you to customize different milestones. For more information, review the Customer Reference Playbook on Vault.
Here is a summary of our Q&A today:
Question: Since reference requests are for prospects, what account do you assign them to on Gainsight?
Answer: We have an account for Gainsight on Gainsight, so we assign them directly to our own account.
Question: How does the process differ for other types of advocacy, like case studies?
Answer: The process remains fairly consistent. We typically still rely heavily on Chatter to communicate the use case as well as schedule offline internal discussions/interview customers. We capture everything in different 'Advocacy' milestone types.
Question: How customizable are different events?
Answer: Completely! Gainsight allows you to customize different milestones. For more information, review the Customer Reference Playbook on Vault.
Userlevel 5
If you missed today's webinar, you can view the recording here[i]. Let us know what you think!
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