Point of Reference

What makes a successful advocacy program? A program manager with sufficient bandwidth and focus? Check. Relevant skills and experience in program management? Check. An executive champion who has advocacy baked into their goals? CHECK. But none of that matters if you aren’t kicking butt at change management. With 70% of change management initiatives failing due to change resistance, we could all use a refresher on strengthening our change management chops: https://lnkd.in/gfJMQXM8 #customeradvocacy #customermarketing #customerledgrowth #changemanagement

A Customer Advisory Board (CAB) is one of the most valuable assets within the CX portfolio. The recent Point of Reference CAB united some of the brightest minds in the customer marketing and customer advocacy space. Change management is at the heart of successful CMA efforts. And it doesn't stop with a program launch/relaunch, it is part of everboarding. These are key questions to ask yourself (and others) to raise awareness and help remove barriers to success. Not wanting to keep all these pearls of wisdom to ourselves, we bring you... Questions from a CAB (Change Management) 1. How is change management perceived with the organization and how do we address it organizationally? (If it doesn't exist, be the change agent to make it happen.) 2. Why is CMA asked to take on multiple roles (e.g., data analyst, project manager, etc.) when others within the organization are not? (Hold leadership accountable to deliver the resources needed for success - be up front with your needs.) 3. How do we deal with change within change? What is the path to success when there are changes in leadership/resources? (Build your internal governance council so there's always momentum.) 4. Who is going to support my efforts? (Define what you need to be successful and hold leadership accountable.) Thank you, again, to our esteemed board members: Sheryn Anthes, Becky de Tenley Jeanne Nitschke (Talbot) (She/Her), Maria Sturgeon, Patricia Lalisan Bautista, and Sydney Perez. #customermarketing #customeradvocacy #CAB #changemanagement #customersuccess #customerexperience

You've put so much effort into building out your customer advocacy program, so don't let it fall apart while you're out of the office. Get ahead of the upcoming holiday season and name your go-to advocacy back-up. Document the process, share the game plan, and keep them in the loop so they're ready to shine. Dive into all the considerations now so your program doesn't miss a step: https://lnkd.in/giZprQcd #customeradvocacy #customermarketing #customerexperience #customerfirst

A Customer Advisory Board (CAB) is one of the most valuable assets within the CX portfolio. Our recent ReferenceEdge CAB united some of the brightest minds in the customer marketing and customer advocacy space. Many of us are working on 2025 planning, so one topic we tackled: perception of CMA by executive leadership. Not surprising, much of the discussion centered around leadership support. Not wanting to keep all these pearls of wisdom to ourselves, we bring you... Lessons from a CAB (Leadership Support) 1. Despite their position in the organization, don't assume leadership understands your contribution to strategy 2. Take advantage of ongoing leadership changes; it's an opportunity to garner new support and champions 3. Confirm what metrics leadership *thinks* matter most—deliver those, plus the ones that YOU know matter even more 4. Prioritize getting a "seat at the table" to evangelize (company-wide meetings, sales kick-off, ALL internal stakeholder department meetings) Thank you, again, to our esteemed board members: Sheryn Anthes, Becky de Tenley, Jeanne Nitschke (Talbot) (She/Her),Maria Sturgeon, Patricia Lalisan Bautista, and Sydney Perez. #customeradvocacy #customermarketing #CAB #CABs #customerexperience #customerfeedback

Ready to spark collaboration among your internal stakeholders? CMA trailblazers Becky de Tenley and Delaney Tucker of Conga's advocacy team took the QBR practice in-house—strategic, tactical, and tailored for every audience. Aligned goals? You bet! Delivering the right info at the right time? Of course. Data backed decisions? Absolutely. They've shared the playbook—now it's time to catch the replay! https://lnkd.in/g-wGTpec #customeradvocacy #customermarketing #customersuccess #QBR

Ready for a CMA knowledge boost this fall? Captivate Collective's Customer Advocacy in Practice (CAP) Workshop & Certification is the hottest ticket in town. Three days, two hours a day—brimming with powerful insights and strategies to increase your customer advocacy IQ. Don’t miss out, invest in yourself today! DM for a 50% off coupon code. https://lnkd.in/gnsBjsCg #customeradvocacy #customermarketing #customereducation #customersuccess

Customer advocacy pros are always hustling to prove their value, which is why we love hearing success stories—especially when our tool frees up time for the good stuff like expansion, account nurturing, and proactive advocate connections. Jennifer Ells from Dayforce is a total pro at making the most of that extra time. Check out how she does it: https://lnkd.in/gUfXtG-R #customeradvocacy #customermarketing #voiceofthecustomer #customerstories #customersuccess

Customer advocacy program or customer community? That's not a decision. They fit together, hand in glove. When customer advocacy and community join forces, magic happens—more engagement, greater trust, faster sales. This power couple isn’t just good, it’s where advocacy pros need to be. Learn more…. https://lnkd.in/gv6RcG3C #customermarketing #customeradvocacy #customercommunity #customerexperience

Alec Hulitzky is transforming Seismic's advocate journey! Through inventive campaigns, seamless integrations, and close team collaboration, he’s creating standout results and inspiring customer loyalty. Kudos to this impactful work! #CustomerAdvocacy #Customermarketing #customersuccess #ExcellenceInAction

Members of the POR team rolled up their sleeves Friday, working alongside Food For Thought Denver, filling “powerpacks” with essential meals and snacks — a weekend lifeline for kids facing hunger. So grateful for the chance to make a difference. Big shoutout to our own Tammy Connelly for orchestrating this important, hands-on experience and to Food for Thought Denver for their tireless work fighting hunger for Denver-area children. #customermarketing #customeradvocacy #volunteering #socialimpact #volunteerwork