SaaStr Scale: The playbook to building a customer reference program with Gillian Heltai

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SaaStr Scale: The Playbook to Building a Customer Reference Program with Gillian Heltai
Gillian Heltai, SVP Client Services at Talkdesk

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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Hoala Greevy

Founder of Paubox. Kayak fishing when I can. Native Hawaiian CEO.

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