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After spending most of the week on the east coast attending HITRUST events in New York and Philadelphia, I attended SaaStr Scale last Thursday in San Francisco. Following Aaron Ross' presentation, Gillian Heltai from Talkdesk shared her playbook for building a Customer Reference Program.

SaaStr Scale: The Playbook to Building a Customer Reference Program with Gillian Heltai - My Takeaways

SaaStr Scale: The Playbook to Building a Customer Reference Program with Gillian Heltai

Here are my takeaways from Gillian Heltai’s presentation, the Playbook to Building a Customer Reference Program:

  • Should you do customer references? Probably.
  • Customers can become advocates by: Loving your product; an improvement of experience vs a previous provider; a personal relationship with the account team; a great support experience; and overcoming a challenge together
  • Use CSAT, NPS, QBRs, and attendees of your local events as ways of finding customer advocates
  • Think about vertically-based webinars to get beyond a 1:1 ratio for customer references
  • Online reviews are a huge area of focus for the Talkdesk customer marketing team. NPS and CSAT are great sources to identify online review candidates
  • Customer Marketing became a thing at Talkdesk when they reach about 500 employees

 

SaaStr Scale: The Playbook to Building a Customer Reference Program with Gillian Heltai
 
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