Deepening customer engagement & advocacy through curated experiences.

Deepening customer engagement & advocacy through curated experiences.

Empower your teams with actionable insights for sustained growth through dynamic Customer Engagement programs.

One Experience.

Multi-Disciplinary.

Elevating and amplifying customer engagement serves as a strategic conduit, seamlessly connecting your customers with your organizational framework, thereby equipping your teams with scalable insights into end-user behavior. By disseminating key insights gleaned from end users across various teams and functions, my programs facilitate an environment where your teams can operate with agility, armed with the knowledge to make informed decisions swiftly. Simultaneously, these initiatives provide your customers with meaningful touchpoints to bolster their advocacy and foster long-term retention.

Programing to Meet the Needs of Cross-Functional Organizations

Product, Engineering, and Research teams seek scalable avenues to engage with customers, facilitating hypothesis testing, beta user identification, and product enhancement endeavours. This quest is pivotal in crafting a world-class product and fortifying the product roadmap. Their pursuit hinges upon engaging qualified customers capable of providing valuable feedback and propelling the platform's sustained growth.

Customer-facing teams, such as Customer Success and Support, actively seek avenues to cultivate deeper customer relationships, thereby bolstering retention rates, elevating NPS scores, driving product adoption, and unlocking cross-sell opportunities. Achieving this without adding to the workload of Customer Success signifies a strategic approach to exceeding customer expectations and fostering lasting loyalty.

Comprehending the tone, usage patterns, and business perspectives through which customers perceive and utilize your product can serve as a cornerstone for marketing teams. This holistic understanding not only empowers the creation of impactful marketing campaigns but also plays a pivotal role in identifying qualified prospects, recruiting case-study participants, and nurturing customer advocates for external speaking engagements and PR opportunities.

Prospective clients seek reassurance that the value proposition of your platform or product isn't merely touted by sales representatives but is validated by trusted customer advocates and referrals. Sales teams crave deep insights into customer needs to streamline the sales process and rely on existing customers to provide guidance and instill trust in the platform. This symbiotic relationship between customer advocacy and sales enablement is instrumental in driving growth and fostering long-term client relationships.

Leadership seeks sustainable and scalable revenue streams. They value advocates, client insights, and confirmation that the internal vision and goals align with the organization's scale and growth objectives. Furthermore, leadership desires to glean valuable lessons from their customers to inform strategic decisions and navigate future opportunities with confidence. This collaborative exchange between leadership and customers fosters a culture of innovation and adaptability, driving the organization towards its long-term objectives.

Customers seek personalized experiences, recognition, and a deeper connection with the tools and products that drive their success. They crave involvement in shaping features tailored to their unique business objectives, empowering them to excel. Moreover, they seek a collaborative partnership wherein their voices are heard and valued, fostering a sense of trust and confidence in the vendor's commitment to their ongoing growth. This customer-centric approach not only enhances satisfaction but also cultivates long-lasting relationships built on mutual respect and shared success.

The Now of The Brand

In today's competitive tech landscape, customer engagement is a key differentiator. Tech companies that invest in curated engagement programs can stand out from their competitors by providing exceptional customer experiences that are tailored to individual needs and preferences.

The Future of The Brand

Build for the future of your customers and your business. Curated engagement programs generate valuable data about customer behaviour, preferences, and satisfaction levels. By leveraging this data, you can make informed decisions about product development, marketing strategies, and overall business operations.

Fuel Your Organization

Scale Customer Insight To Empower:

• Product
• Customer Success
• Marketing
• Sales
• Leadership
• Customers
  

Kathryn Lang

Deepening customer engagement & advocacy through curated experiences.

Product

Goal:

• Product innovation & expansion
• Roadmap development
  
• Relationship to end-users
  
• Vetted and viable beta-users
  
• Tested Hypothesis
  

Results:

• Scaled & curated customer relationships
• Scaled product research sessions
  
• Hypothesis confirmations or strategy realignment: customer-driven roadmap planning
  
• Confirmed beta-users
  
• Increase in product and feature adoption
  

Working with

• Product Leaders
• Product Managers
  
• Researchers
  
• Engineering
• UX & design
  

Customer

Success

Goals:

• Retention
• Increased NPS
  
• Customer education & support
  
• Experiences to build strong relationships
  
• Innovation in the product to support customer needs
  

Results:

• Scaled experiences for customers, with little lift from CS team members
• Stronger relationships with customers resulting in higher retention & NPS
  
• Additional insight into current concerns of customers
  
• Insight into what customers are missing from educational or support documentation
  
• Customers driving the product roadmap
  
• Product & feature Adoption and Cross-Sell opportunties
  

Working with

• CSMs
• CS Leadership and management
  
• CS Enablement
  
• Customer education teams
  
• Support Enablement
  

Marketing

Goals:

• Impactful product positioning
• Case study candidates
  
• Marketing messaging
  
• External speakers
  
• Advocates
  

Results:

Working with

• Tested Product marketing messaging and positioning
  
• Identified customer speakers and advocates
  
• Insight into customer product mindset to support prospect messaging
  
• Case study participants
• Brand positioning and messaging
  

• Product Marketing Managers and leadership
• Content Managers
  
• Event Team
  
• Marketing Leadership
  

Sales

Goals:

• Sales quotas exceeded
• Cross-selling opportunities
  
• Understanding prospect's concerns and potential blockers to final commitment
  
• Customer referrals
  

Results:

• Customer insight into product features and use cases for prospects
• Scaled pipeline for potential cross and up-selling candidates
  
• Qualified and engaged customer referrals & advocates
  
• Programs to give prospects insight of life as a customer
  

Working with

• Sales managers and leaders
• Sales enablement teams
  
• IC sales & account managers
  
• Enterprise sales teams
  

Leadership

Goals:

• Growth within the product
• Increased revenue
  
• Scaled internal growth
  
• Talking points for PR engagements
  
• Closer relationship with end users
  

Results:

• Insight into customer experiences
• Scaled relationships with end users
  
• Insight into the most engaged and high-profile customers
  
• Roadmap insight & customer input
• Unique customer insight for internal teams
  

Working with

• Executives
• Assistants
  
• Cheif of Staffs
  
• Board of Directors
  

Customers

Goals:

• Insight to the product roadmap
• Closer relationship with the organization
  
• Influence to have features they specifically want
  
• To feel important and valued
  

Results:

Working with

• Impact on the product roadmap
• Co-Marketing opportunities (case study spotlight, speaker opportunities)
  
• Retention on the platform
  
• Closer connection to platform and leadership
  

• C-Suite Executives
• End-Users
• Enterprise
• Mid-Market
• Final Stage Prospects