Get Started With Customer Advocacy

Develop a customer advocacy program to transform customer satisfaction into revenue growth.

EXECUTIVE BRIEF

Analyst perspective

Customer advocacy is critical to driving revenue growth

Customer advocacy puts the customer at the center of everything your organization does. By cultivating a deep understanding of customer needs and how they define value and by delivering positive experiences throughout the customer journey, organizations inspire and empower customers to become evangelists for their brands or products. Both the client and solution provider enjoy satisfying and ongoing business outcomes as a result.

Focusing on customer advocacy is critical for software solutions providers. Business-to-business (B2B) buyers are increasingly looking to their peers and third-party resources to arm themselves with information on solutions they feel they can trust before they choose to engage with solution providers. Your satisfied customers are now your most trusted and powerful resource.

Customer advocacy helps build strong relationships with your customers, nurtures brand advocacy, gives your marketing messaging credibility, and differentiates your company from the competition; it’s critical to driving revenue growth. Companies that develop mature advocacy programs can increase Customer Lifetime Value (CLV) by 16% (Wharton Business School, 2009), increase customer retention by 35% (Deloitte, 2011), and give themselves a strong competitive advantage in an increasingly competitive marketplace.

Emily Wright
Senior Research Analyst, Advisory
SoftwareReviews

Executive summary

Your Challenge

Ad hoc customer advocacy (CA) efforts and reference programs, while still useful, are not enough to drive growth. Providers increase their chance for success by assessing if they face the following challenges:

• Lack of referenceable customers that can turn into passionate advocates, or a limited pool that is at risk of burnout.
• Lack of references for all key customer types, verticals, etc., especially in new growth segments or those that are hard to recruit.
• Lack of a consistent program for gathering customer feedback and input to make improvements and increase customer satisfaction.
• Lack of executive and stakeholder (e.g. Sales, Customer Success, channel partners, etc.) buy-in for the importance and value of customer advocacy.

Building a strong customer advocacy program must be a high priority for customer service/success leaders in today’s highly competitive software markets.

Common Obstacles

Getting started with customer advocacy is no easy task. Many customer success professionals carry out ad hoc customer advocacy activities to address immediate needs but lack a more strategic approach. What separates them from success are several nagging obstacles:

• Efforts lack funding and buy-in from stakeholders.
• Senior management doesn’t fully understand the business value of a customer advocacy program.
• Duplicate efforts are taking place between Sales, Marketing, product teams, etc., because ownership, roles, and responsibilities have not been determined.
• Relationships are guarded/hoarded by those who feel they own the relationship (e.g. Sales, Customer Success, channel partners, etc.).
• Customer-facing staff often lack the necessary skills to foster customer advocacy.

SoftwareReviews’ Approach

This blueprint will help leaders of customer advocacy programs get started with developing a formalized pilot program that will demonstrate the value of customer advocacy and lay a strong foundation to justify rollout. Through SoftwareReviews’ approach, customer advocacy leaders will:

• Enable the organization to identify and develop meaningful relationships with top customers and advocates.
• Understand the concepts and benefits of CA and how CA can be used to improve marketing and sales and fuel growth and competitiveness.
• Follow SoftwareReviews’ methodology to identify where to start to apply CA within the organization.
• Develop a customer advocacy proof of concept/pilot program to gain stakeholder approval and funding to get started with or expand efforts around customer advocacy.

What is customer advocacy?

“Customer advocacy is the act of putting customer needs first and working to deliver solution-based assistance through your products and services." – Testimonial Hero, 2021

Customer advocacy is designed to keep customers loyal through customer engagement and advocacy marketing campaigns. Successful customer advocacy leaders experience decreased churn while increasing return on investment (ROI) through retention, acquisition, and cost savings.

Businesses that implement customer advocacy throughout their organizations find new ways of supporting customers, provide additional customer value, and ensure their brands stand unique among the competition.

Customer Advocacy Is…

• An integral part of any marketing and/or business strategy.
• Essential to improving and maintaining high levels of customer satisfaction.
• Focused on delivering value to customers.
• Not only a set of actions, but a mindset that should be fostered and reinforced through a customer-centric culture.
• Mutually beneficial relationships for both company and customer.

Customer Advocacy Is Not…

• Only referrals and testimonials.
• Solely about what you can get from your advocates.
• Brand advocacy. Brand advocacy is the desired outcome of customer advocacy.
• Transactional. Brand advocates must be engaged.
• A nice-to-have.
• Solved entirely by software. Think about what you want to achieve and how a software solution can you help you reach those goals.

SoftwareReviews Insight

Customer advocacy has evolved into being a valued company asset versus a simple referral program – success requires an organization-wide customer-first mindset and the recognition that customer advocacy is a strategic growth initiative necessary to succeed in today’s competitive market.

Customer advocacy: Essential to high retention

When customers advocate for your company and products, they are eager to retain the value they receive

• Customer acts of advocacy correlate to high retention.
• Acts of advocacy won’t happen unless customers feel their interests are placed ahead of your company’s, thereby increasing satisfaction and customer success. That’s the definition of a customer-centric culture.
• And yet your company does receive significant benefits from customer advocacy:
  • When customers advocate and renew, your costs go down and margins rise because it costs less to keep a happy customer than it does to bring a new customer onboard.
  • When renewal rates are high, customer lifetime value increases, also increasing profitability.

Acquiring a new customer can cost five times more than retaining an existing customer (Huify, 2018).

Increasing customer retention by 5% can increase profits by 25% to 95% (Bain & Company, cited in Harvard Business Review, 2014).

SoftwareReviews Insight

Don’t overlook the value of customer advocacy to retention! Despite the common knowledge that it’s far easier and cheaper to sell to an existing customer than to sell to a new prospect, most companies fail to leverage their customer advocacy programs and continue to put pressure on Marketing to focus their budgets on customer acquisition.

Customer advocacy can also be your ultimate growth strategy

In your marketing and sales messaging, acts of advocacy serve as excellent proof points for value delivered.

Forty-five percent of businesses rank online reviews as a top source of information for selecting software during this (top of funnel) stage, followed closely by recommendations and referrals at 42%. These sources are topped only by company websites at 54% (Clutch, 2020).

With referrals coming from customer advocates to prospects via your lead gen engine and through seller talk tracks, customer advocacy is central to sales, marketing, and customer experience success.

✓ Advocates can help your new customers learn your solution and ensure higher adoption and satisfaction.
✓ Advocates can provide valuable, honest feedback on new updates and features.

“A customer advocacy program is not just a fancy buzz word or a marketing tool that’s nice to have. It’s a core discipline that every major brand needs to integrate into their overall marketing, sales and customer success strategies if they expect to survive in this trust economy. Customer advocacy arguably is the common asset that runs throughout all marketing, sales and customer success activities regardless of the stage of the buyer’s journey and ties it all together.” – RO Innovation, 2017

Positive experience drives acts of advocacy

More than price or product, experience now leads the way in customer advocacy and retention

Advocacy happens when customers recommend your product. Our research shows that the biggest drivers of likeliness to recommend and acts of customer advocacy are the positive experiences customers have with vendors and their products, not product features or cost savings. Customers want to feel that:

1. Their productivity and performance is enhanced and the vendor is helping them to innovate and grow as a company.
2. Their vendor inspires them and helps them to continually improve.
3. They can rely on the vendor and the product they purchased.
4. They are respected by the vendor.
5. They can trust that the vendor will be on their side and save them time.

Note that anything above 0.5 indicates a strong driver of satisfaction.
Source: SoftwareReviews buyer reviews (based on 82,560 unique reviews).

SoftwareReviews Insight

True customer satisfaction comes from helping customers innovate, enhancing their performance, inspiring them to continually improve, and being reliable, respectful, trustworthy, and conscious of their time. These true drivers of satisfaction should be considered in your customer advocacy and retention efforts. The experience customers have with your product and brand is what will differentiate your brand from competitors, drive advocacy, and ultimately, power business growth. Talk to a SoftwareReviews advisor to learn how users rate your product on these satisfaction drivers in the SoftwareReviews Emotional Footprint Report.

Yet challenges exist for customer advocacy program leaders

Customer success leaders without a strong customer advocacy program feel numerous avoidable pains:

• Lack of compelling stories and proof points for the sales team, causing long sales cycles.
• Heavy reliance on a small pool of worn-out references.
• Lack of references for all needed customer types, verticals, etc.
• Lack of a reliable customer feedback process for solution improvements.
• Overspending on acquiring new customers due to a lack of customer proof points.
• Missed opportunities that could grow the business (customer lifetime value, upsell/cross-sell, etc.).

Marketing, customer success, and sales teams experiencing any one of the above challenges must consider getting started with a more formalized customer advocacy program.

Obstacles to customer advocacy programs

Leaders must overcome several barriers in developing a customer advocacy program:

• Stakeholders are often unclear on the value customer advocacy programs can bring and require proof of benefits to invest.
• Efforts are duplicated among sales, marketing, product, and customer success teams, given ownership and collaboration practices are ill-defined or nonexistent.
• There is a culture of guarding or hoarding customer relationships by those who feel they own the relationship, or there’s high turnover among employees who own the customer relationships.
• The governance, technology, people, skills, and/or processes to take customer advocacy to the next level are lacking.
• Leaders don’t know where to start with customer advocacy, what needs to be improved, or what to focus on first.

A lack of customer centricity hurts organizations

12% of people believe when a company says they put customers first. (Source: HubSpot, 2019)

Brands struggle to follow through on brand promises, and a mismatch between expectations and lived experience emerges. Customer advocacy can help close this gap and help companies live up to their customer-first messaging.

42% of companies don’t conduct any customer surveys or collect feedback. (Source: HubSpot, 2019)

Too many companies are not truly listening to their customers. Companies that don’t collect feedback aren’t going to know what to change to improve customer satisfaction. Customer advocacy will orient companies around their customer and create a reliable feedback loop that informs product and service enhancements.

Customer advocacy is no longer a nice-to-have but a necessity for solution providers

B2B buyers increasingly turn to peers to learn about solutions:

“84% of B2B decision makers start the buying process with a referral.” (Source: Influitive, Gainsight & Pendo, 2020)

“46% of B2B buyers rely on customer references for information before purchasing.” (Source: RO Innovation, 2017)

“91% of B2B purchasers’ buying decisions are influenced by word-of-mouth recommendations.” (Source: ReferralRock, 2022)

“76% of individuals admit that they’re more likely to trust content shared by ‘normal’ people than content shared by brands.” (Source: TrustPilot, 2020)

By ignoring the importance of customer advocacy, companies and brands are risking stagnation and missing out on opportunities to gain competitive advantage and achieve growth.

Getting Started With Customer Advocacy: SoftwareReviews' Approach

1 BUILD
Build the business case
Identify your key stakeholders, steering committee, and working team, understand key customer advocacy principles, and note success barriers and ways to overcome them as your first steps.

2 DEVELOP
Develop your advocacy requirements
Assess your current customer advocacy maturity, identify gaps in your current efforts, and develop your ideal advocate profile.

3 WIN
Win executive approval and implement pilot
Determine goals and success metrics for the pilot, establish a timeline and key project milestones, create advocate communication materials, and finally gain executive buy-in and implement the pilot.

SoftwareReviews Insight
Building and implementing a customer advocacy pilot will help lay the foundation for a full program and demonstrate to executives and key stakeholders the impact on revenue, retention, and CLV that can be achieved through coordinated and well-planned customer advocacy efforts.

Customer advocacy benefits

Our research benefits customer advocacy program managers by enabling them to:

• Explain why having a centralized, proactive customer advocacy program is important.
• Clearly communicate the benefits and business case for having a formalized customer advocacy program.
• Develop a customer advocacy pilot to provide a proof of concept (POC) and demonstrate the value of customer advocacy.
• Assess the maturity of your current customer advocacy efforts and identify what to improve and how to improve to grow your customer advocacy function.

"Advocacy is the currency for business and the fuel for explosive growth. Successful marketing executives who understand this make advocacy programs an essential part of their go-to-market strategy. They also know that advocacy isn't something you simply 'turn on': ... ultimately, it's about making human connections and building relationships that have enduring value for everyone involved."
- Dan Cote, Influitive, Dec. 2021

Case Study: Advocate impact on sales at Genesys

Genesys' Goal

Provide sales team with compelling customer reviews, quotes, stories, videos, and references.

Approach to Advocacy

• Customers were able to share their stories through Genesys' customer hub GCAP as quotes, reviews, etc., and could sign up to host reference forum sessions for prospective customers.
• Content was developed that demonstrated ROI with using Genesys' solutions, including "top-tier logos, inspiring quotes, and reference forums featuring some of their top advocates" (Influitive, 2021).
• Leveraged customer advocacy-specific software solution integration with the CRM to easily identify reference recommendations for Sales.

Advocate Impact on Sales

According to Influitive (2021), the impacts were:

• 386% increase in revenue influences from references calls
• 82% of revenue has been influence by reference calls
• 78 reference calls resulted in closed-won opportunities
• 250 customers and prospects attended 7 reference forums
• 112 reference slides created for sales enablement
• 100+ quotes were collect and transformed into 78 quote slides

Who benefits from getting started with customer advocacy?

This Research Is Designed for:

• Customer advocacy leaders and marketers who are looking to:
  • Take a more strategic, proactive, and structured approach to customer advocacy.
  • Find a more effective and reliable way to gather customer feedback and input on products and services.
  • Develop and nurture a customer-oriented mindset throughout the organization.
  • Improve marketing credibility both within the company and outside to prospective customers.

This Research Will Help You:

• Explain why having a centralized, proactive customer advocacy program is important.
• Clearly communicate the benefits and business case for having a formalized customer advocacy program.
• Develop a customer advocacy pilot to provide a proof of concept (POC) and demonstrate the value of customer advocacy.
• Assess the maturity of your current customer advocacy efforts and identify what to improve and how to improve to grow your customer advocacy function.

This Research Will Also Assist:

• Customer success leaders and sales directors who are responsible for:
  • Gathering customer references and testimonials.
  • Referral or voice of the customer (VoC) programs.

This Research Will Help Them:

• Align stakeholders on an overall program of identifying ideal advocates.
• Coordinate customer advocacy efforts and actions.
• Gather and make use of customer feedback to improve products, solutions, and service provided.
• Provide an amazing customer experience throughout the entirety of the customer journey.

SoftwareReviews’ methodology for getting started with customer advocacy

Insight summary

Customer advocacy is a critical strategic growth initiative
Customer advocacy (CA) has evolved into being a highly valued company asset as opposed to a simple referral program, but not everyone in the organization sees it that way. Customer success leaders must reposition their CA program around growth instead of focusing solely on retention and communicate this to key stakeholders. The recognition that customer advocacy is a strategic growth initiative is necessary to succeed in today’s competitive market.

Get key stakeholders on board early – especially Sales!
Work to bring the CEO and the head of Sales on your side early. Sales is the gatekeeper – they need to open the door to customers to turn them into advocates. Clearly reposition CA for growth and communicate that to the CEO and head of Sales; wider buy-in will follow.

Identify the highest priority segment for generating acts of advocacy
By focusing on the highest priority segment, you accomplish a number of things: generating growth in a critical customer segment, proving the value of customer advocacy to key stakeholders (especially Sales), and setting a strong foundation for customer advocacy to build upon and expand the program out to other segments.

Always link your CA efforts back to retention and growth
By clearly demonstrating the impact that customer advocacy has on not only retention but also overall growth, marketers will gain buy-in from key stakeholders, secure funding for a full CA program, and gain the resources needed to expand customer advocacy efforts.

Focus on providing value to advocates
Many organizations take a transactional approach to customer advocacy, focusing on what their advocates can do for them. To truly succeed with CA, focus on providing your advocates with value first and put them in the spotlight.

Make building genuine relationships with your advocates the cornerstone of your CA program
"57% of small businesses say that having a relationship with their consumers is the primary driver of repeat business" (Factory360).

Guided Implementation

What does our GI on getting started with building customer advocacy look like?

Build the Business Case

Call #1: Identify key stakeholders. Map out motivations and anticipate any concerns or objections. Determine steering committee and working team. Plan next call – 1 week.

Call #2: Discuss concepts and benefits of customer advocacy as they apply to organizational goals. Plan next call – 1 week.

Call #3: Discuss barriers to success, risks, and risk mitigation tactics. Plan next call – 1 week.

Call #4: Finalize CA goals, opportunities, and risks and develop business case. Plan next call – 2 weeks.

Develop Your Advocacy Requirements

Call #5: Review the SoftwareReviews CA Maturity Assessment Tool. Assess your current level of customer advocacy maturity. Plan next call – 1 week.

Call #6: Review gaps and pains in current CA efforts. Discuss tactics and possible CA pilot program goals. Begin adding tasks to action plan. Plan next call – 2 weeks.

Call #7: Discuss ideal advocate profile and target segments. Plan next call – 2 weeks.

Call #8: Validate and finalize ideal advocate profile. Plan next call – 1 week.

Win Executive Approval and Implement Pilot

Call #9: Discuss CA pilot scope. Discuss performance metrics and KPIs. Plan next call – 3 days.

Call #10: Determine timeline and key milestones. Plan next call –2 weeks.

Call #11: Develop advocate communication materials. Plan next call – 3 days.

Call #12: Review final business case and coach on executive presentation. Plan next call – 1 week.

A Guided Implementation (GI) is series of calls with a SoftwareReviews Advisory analyst to help implement our best practices in your organization. For guidance on marketing applications, we can arrange a discussion with an Info-Tech analyst. Your engagement managers will work with you to schedule analyst calls.

Customer Advocacy Workshop

Contact your account representative for more information.
workshops@infotech.com
1-888-670-8889

Get started!

Know your target market and audience, deploy well-designed strategies based on shared values, and make meaningful connections with people.

Phase 1
Build the Business Case

Phase 2
Develop Your Advocacy Requirements

Phase 3
Win Executive Approval and Implement Pilot

Phase 1: Build the Business Case

Steps
1.1 Identify your key stakeholders, steering committee, and working team
1.2 Understand the concepts and benefits of customer advocacy as they apply to your organization
1.3 Outline barriers to success, risks, and risk mitigation tactics

Phase Outcome

• Common understanding of CA concepts and benefits
• Buy-in from CEO and head of Sales
• List of barriers to success, risks, and risk mitigation tactics

Build the business case

Step 1.1 Identify your key stakeholders, steering committee, and working team

Total duration: 2.5-8.0 hours

Objective
Identify, document, and finalize your key stakeholders to know who to involve and how to get them onboard by truly understanding the forces of influence.

Output

• Robust stakeholder list with key stakeholders identified.
• Steering committee and working team decided.

Participants

• Customer advocacy lead
• Identified stakeholders
• Workstream leads

MarTech
None

Tools

• Executive Presentation Template

1.1.1 Identify Stakeholders
(60-120 min.)

Identify
Using the guidance on slide 28, identify all stakeholders who would be involved or impacted by your customer advocacy pilot by entering names and titles into columns A and B on slide 27 "Stakeholder List Worksheet."

Document
Document as much information about each stakeholder as possible in columns C, D, E, and F into the table on slide 27.

1.1.2 Select Steering Committee & Working Team
(60-90 min.)

Select
Using the guidance on slides 28 and 29 and the information collected in the table on slide 27, identify the stakeholders that are steering committee members, functional workstream leads, or operations; document in column G on slide 27.

Document
Open the Executive Presentation Template to slides 5 and 6 and document your final steering committee and working team selections. Be sure to note the Executive Sponsor and Program Manager on slide 5.

Tips & Reminders

1. It is critical to identify "key stakeholders"; a single missed key stakeholder can disrupt an initiative. A good way to ensure that nobody is missed is to first uncover as many stakeholders as possible and later decide how important they are.
2. Ensure steering committee representation from each department this initiative would impact or that may need to be involved in decision-making or problem-solving endeavors.

Consult Info-Tech's Manage Stakeholder Relations blueprint for additional guidance on identifying and managing stakeholders, or contact one of our analysts for more personalized assistance and guidance.

Stakeholder List Worksheet

Customer advocacy stakeholders

What to consider when identifying stakeholders required for CA:
Customer advocacy should be done as a part of a cross-functional company initiative. When identifying stakeholders, consider:

• Who can make the ultimate decision on approving the CA program?
• Who are the senior leadership members you need buy-in from?
• Who do you need to support the CA program?
• Who is affected by the CA program?
• Who will help you build the CA program?
• Where and among who is there enthusiasm for customer advocacy?
• Consider stakeholders from Customer Success, Marketing, Sales, Product, PR & Social, etc.

Customer advocacy working team

Consider the skills and knowledge required for planning and executing a customer advocacy pilot.

Workstream leads should have strong project management and collaboration skills and deep understanding of both product and customers (persona, journeys, satisfaction, etc.).

Build the business case

Step 1.2 Understand key concepts and benefits of customer advocacy

Total duration: 2.0-4.0 hours

Objective
Understand customer advocacy and what benefits you seek from your customer advocacy program, and get set up to best communicate them to executives and decision makers.

Output

• Documented customer advocacy benefits

Participants

• Customer advocacy lead

MarTech
None

Tools

• Executive Presentation Template

1.2.1 Discuss Key Concepts
(60-120 min.)

Envision
Schedule a visioning session with key stakeholders and share the Get Started With Customer Advocacy Executive Brief (slides 3-23 in this deck).

Discuss how key customer advocacy concepts can apply to your organization and how CA can contribute to organizational growth.

Document
Determine the top benefits sought from the customer advocacy program pilot and record them on slides 4 and 12 in the Executive Presentation Template.

Finalize
Work with the Executive Sponsor to finalize the "Message from the CMO" on slide 4 in the Executive Presentation Template.

Tips & Reminders

Keep in mind that while we're starting off broadly, the pilot for your customer advocacy program should be narrow and focused in scope.

Build the business case

Step 1.3 Understand barriers to success, risks, and risk mitigation tactics

Total duration: 2.0-8.0 hours

Objective
Anticipate threats to pilot success; identify barriers to success, any possible risks, and what can be done to reduce the chances of a negative pilot outcome.

Output

• Awareness of barriers
• Tactics to mitigate risk

Participants

• Customer advocacy lead
• Key stakeholders

MarTech
None

Tools

• Executive Presentation Template

1.3.1 Brainstorm Barriers to Success & Possible Risks
(60-120 min.)

Identify
Using slide 7 of the Executive Presentation Template, brainstorm any barriers to success that may exist and risks to the customer advocacy program pilot success. Consider the people, processes, and technology that may be required.

Document
Document all information on slide 7 of the Executive Presentation Template.

1.3.2 Develop Risk Mitigation Tactics
(60-300 min.)

Develop
Brainstorm different ways to address any of the identified barriers to success and reduce any risks. Consider the people, processes, and technology that may be required.

Document
Document all risk mitigation tactics on slide 7 of the Executive Presentation Template.

Tips & Reminders
There are several types of risk to explore. Consider the following when brainstorming possible risks:

• Damage to brand (if advocate guidance not provided)
• Legal (compliance with regulations and laws around contact, incentives, etc.)
• Advocate burnout
• Negative advocate feedback

Phase 2: Develop Your Advocacy Requirements

Steps
2.1 Assess your customer advocacy maturity
2.2 Identify and document gaps and pain points
2.3 Develop your ideal advocate profile

Phase Outcome

• Identification of gaps in current customer advocacy efforts or activities
• Understanding of customer advocacy readiness and maturity
• Identification of ideal advocate profile/target segment
• Basic actions to bridge gaps in CA efforts

Develop your advocacy requirements

Step 2.1 Assess your customer advocacy maturity

Total duration: 2.0-8.0 hours

Objective
Use the Customer Advocacy Maturity Assessment Tool to understand your organization's current level of customer advocacy maturity and what to prioritize in the program pilot.

Output

• Current level of customer advocacy maturity
• Know areas to focus on in program pilot

Participants

• Customer advocacy lead
• Key stakeholders

MarTech
None

Tools

• Customer Advocacy Maturity Assessment Tool
• Executive Presentation Template

2.1.1 Diagnose Current Customer Advocacy Maturity
(60-120 min.)

Diagnose
Begin on tab 1 of the Customer Advocacy Maturity Assessment Tool and read all instructions.

Navigate to tab 2. Considering the current state of customer advocacy efforts, answer the diagnostic questions in the Diagnostic tab of the Customer Advocacy Maturity Assessment Tool.

After completing the questions, you will receive a diagnostic result on tab 3 that will identify areas of strength and weakness and make high-level recommendations for your customer advocacy program pilot.

2.1.2 Discuss Results
(60-300 min.)

Discuss
Schedule a call to discuss your customer advocacy maturity diagnostic results with a SoftwareReviews Advisor.

Prioritize the recommendations from the diagnostic, noting which will be included in the program pilot and which require funding and resources to advance.

Transfer
Transfer results into slides 8 and 11 of the Executive Presentation Template.

Tips & Reminders
Complete the diagnostic with a handful of key stakeholders identified in the previous phase. This will help provide a more balanced and accurate assessment of your organization’s current level of customer advocacy maturity.

Develop your advocacy requirements

Step 2.2 Identify and document gaps and pain points

Total duration: 2.5-8.0 hours

Objective
Understand the current pain points within key customer-related processes and within any current customer advocacy efforts taking place.

Output

• Prioritized list of pain points that could be addressed by a customer advocacy program.

Participants

• Customer advocacy lead
• Key stakeholders

MarTech
None

Tools

• Executive Presentation Template

2.2.1 Identify Pain Points
(60-120 min.)

Identify
Identify and list current pain points being experienced around customer advocacy efforts and processes around sales, marketing, customer success, and product feedback.

Add any gaps identified in the diagnostic to the list.

Transfer
Transfer key information into slide 9 of Executive Presentation Template.

2.2.2 Prioritize Pain Points
(60-300 min.)

Prioritize
Indicate which pains are the most important and that a customer advocacy program could help improve.

Schedule a call to discuss the outputs of this step with a SoftwareReviews Advisor.

Document
Document priorities on slide 9 of Executive Presentation Template.

Tips & Reminders

Customer advocacy won't solve for everything; it's important to be clear about what pain points can and can't be addressed through a customer advocacy program.

Develop your advocacy requirements

Step 2.3 Develop your ideal advocate profile

Total duration: 3.0-9.0 hours

Objective
Develop an ideal advocate persona profile that can be used to identify potential advocates, guide campaign messaging, and facilitate advocate engagement.

Output

• Ideal advocate persona profile

Participants

• Customer advocacy lead
• Key stakeholders
• Sales lead
• Marketing lead
• Customer Success lead
• Product lead

MarTech
May require the use of:

• CRM or marketing automation platform
• Available and up-to-date customer database

Tools

• Executive Presentation Template

2.3.1 Brainstorm Session Around Ideal Advocate Persona
(60-150 min.)

Brainstorm
Lead the team to prioritize an initial, single, most important persona and to collaborate to complete the template.

Choose your ideal advocate for the pilot based on your most important audience. Start with firmographics like company size, industry, and geography.

Next, consider satisfaction levels and behavioral attributes, such as renewals, engagement, usage, and satisfaction scores.

Identify motivations and possible incentives for advocate activities.

Document
Use slide 10 of the Executive Presentation Template to complete this exercise.

2.3.2 Review and Refine Advocate Persona
(60-300 min.)

Review & Refine
Place the Executive Presentation Template in a shared drive for team collaboration. Encourage the team to share persona knowledge within the shared drive version.

Hold any necessary follow-up sessions to further refine persona.

Validate
Interview advocates that best represent your ideal advocate profile on their type of preferred involvement with your company, their role and needs when it comes to your solution, ways they'd be willing to advocate, and rewards sought.

Confirm
Incorporate feedback and inputs into slide 10 of the Executive Presentation Template. Ensure everyone agrees on persona developed.

Tips & Reminders

1. When identifying potential advocates, choose based on your most important audience.
2. Ensure you're selecting those with the highest satisfaction scores.
3. Ideally, select candidates that have, on their own, advocated previously such as in social posts, who may have acted as a reference, or who have been highly visible as a positive influence at customer events.
4. Knowing motivations will determine the type of acts of advocacy they would be most willing to perform and the incentives for participating in the program.

Consider the following criteria when identifying advocates and developing your ideal advocate persona:

Phase 3: Win Executive Approval and Implement Pilot

Steps
3.1 Determine pilot goals and success metrics
3.2 Establish timeline and create advocate communication materials
3.3 Gain executive buy-in and implement pilot

Phase Outcome

• Clear objective for CA pilot
• Key metrics for program success
• Pilot timelines and milestones
• Executive presentation with business case for CA

Win executive approval and implement pilot

Step 3.1 Determine pilot goals and success metrics

Total duration: 2.0-4.0 hours

Objective
Set goals and determine the scope for the customer advocacy program pilot.

Output

• Documented business objectives for the pilot
• Documented success metrics

Participants

• Customer advocacy lead
• Key stakeholders
• Sales lead
• Marketing lead
• Customer Success lead
• Product lead

MarTech
May require to use, set up, or install platforms like:

• Register to a survey platform
• CRM or marketing automation platform

Tools

• Executive Presentation Template

3.1.1 Establish Pilot Goals
(60-120 min.)

Set
Organize a meeting with department heads and review organizational and individual department goals.

Using the Venn diagram on slide 39 in this deck, identify customer advocacy goals that align with business goals. Select the highest priority goal for the pilot.

Check that the goal aligns with benefits sought or addresses pain points identified in the previous phase.

Document
Document the goals on slides 9 and 16 of the Executive Presentation Template.

3.1.2 Establish Pilot Success Metrics
(60-120 min.)

Decide
Decide how you will measure the success of your program pilot using slide 40 in this document.

Document
Document metrics on slide 16 of the Executive Presentation Template.

Tips & Reminders

1. Don't boil the ocean. Pick the most important goal that can be achieved through the customer advocacy pilot to gain executive buy-in and support or resources for a formal customer advocacy program. Once successfully completed, you'll be able to tackle new goals and expand the program.
2. Keep your metrics simple, few in number, and relatively easy to track

Connect customer advocacy goals with organizational goals

List possible customer advocacy goals, identifying areas of overlap with organizational goals by taking the following steps:

1. List organizational/departmental goals in the green oval.
2. List possible customer advocacy program goals in the purple oval.
3. Enter goals that are covered in both the Organizational Goals and Customer Advocacy Goals sections into the Shared Goals section in the center.
4. Highlight the highest priority goal for the customer advocacy program pilot to tackle.

Customer advocacy success metrics for consideration

This table provides a starting point for measuring the success of your customer advocacy pilot depending on the goals you've set.

This list is by no means exhaustive; the metrics here can be used, or new metrics that would better capture success measurement can be created and tracked.

When selecting metrics, remember:
When choosing metrics for your customer advocacy pilot, be sure to align them to your specific goals. If possible, try to connect your advocacy efforts back to retention, growth, or revenue.

Do not choose too many metrics; one per goal should suffice.

Ensure that you can track the metrics you select to measure - the data is available and measuring won't be overly manual or time-consuming.

Win executive approval and implement pilot

Step 3.2 Establish timeline and create advocate communication materials

Total duration: 2.5-8.0 hours

Objective
Outline who will be involved in what roles and capacities and what tasks and activities need to completed.

Output

• Timeline and milestones
• Advocate program materials

Participants

• Customer advocacy lead
• Key stakeholders
• Sales lead
• Marketing lead
• Customer Success lead
• Product lead

MarTech
None

Tools

• Executive Presentation Template

3.2.1 Establish Timeline & Milestones
(30-60 min.)

List & Assign
List all key tasks, phases, and milestones on slides 13, 14, and 15 in the Executive Presentation Template.

Include any activities that help close gaps or address pain points from slide 9 in the Executive Presentation Template.

Assign workstream leads on slide 15 in the Executive Presentation Template.

Finalize all tasks and activities with working team.

3.2.2 Design & Build Advocate Program Materials
(180-300 min.)

Decide
Determine materials needed to recruit advocates and explain the program to advocate candidates.

Determine the types of acts of advocacy you are looking for.

Determine incentives/rewards that will be provided to advocates, such as access to new products or services.

Build
Build out all communication materials.

Obtain incentives.

Tips & Reminders

1. When determining incentives, use the validated ideal advocate profile for guidance (i.e. what motivates your advocates?).
2. Ensure to leave a buffer in the timeline if the need to adjust course arises.

Win executive approval and implement pilot

Step 3.3 Implement pilot and gain executive buy-in

Total duration: 2.5-8.0 hours

Objective
Successfully implement the customer advocacy pilot program and communicate results to gain approval for full-fledged program.

Output

• Deliver Executive Presentation
• Successful customer advocacy pilot
• Provide regular updates to stakeholders, executives

Participants

• Customer advocacy lead
• Workstream leads

MarTech
May require the use of:

• CRM or Marketing Automation Platform
• Available and up-to-date customer database

Tools

• Executive Presentation Template

3.3.1 Complete & Deliver Executive Presentation
(60-120 min.)

Present
Finalize the Executive Presentation.

Hold stakeholder meeting and introduce the program pilot.

3.3.2 Gain Executive Buy-in
(60-300 min.)

Pitch
Present the final results of the customer advocacy pilot using the Executive Presentation Template and gain approval.

3.3.3 Implement the Customer Advocacy Program Pilot
(30-60 min.)

Launch
Launch the customer advocacy program pilot. Follow the timelines and activities outlined in the Executive Presentation Template. Track/document all advocate outreach, activity, and progress against success metrics.

Communicate
Establish a regular cadence to communicate with steering committee, stakeholders. Use the Executive Presentation Template to present progress and resolve roadblocks if/as they arise.

Tips & Reminders

1. Continually collect feedback and input from advocates and stakeholders throughout the process.
2. Don't be afraid to make changes on the go if it helps to achieve the end goal of your pilot.
3. If the pilot program was successful, consider scaling it up and rolling it out to more customers.

Summary of Accomplishment

Mission Accomplished

• You successfully launched your customer advocacy program pilot and demonstrated clear benefits and ROI. By identifying the needs of the business and aligning those needs with key customer advocacy activities, marketers and customer advocacy leaders can prioritize the most important tasks for the pilot while also identifying potential opportunities for expansion pending executive approval.
• SoftwareReviews' comprehensive and tactical approach takes you through the steps to build the foundation for a strategic customer advocacy program. Our methodology ensures that a customer advocacy pilot is developed to deliver the desired outcomes and ROI, increasing stakeholder buy-in and setting up your organization for customer advocacy success.

If you would like additional support, contact us and we'll make sure you get the professional expertise you need.

Contact your account representative for more information.
info@softwarereviews.com
1-888-670-8889

Related SoftwareReviews Research

Measure and Manage the Customer Satisfaction Metrics That Matter the Most
Understand what truly keeps your customer satisfied. Measure what matters to improve customer experience and increase satisfaction and advocacy.

• Understand the true drivers of satisfaction and dissatisfaction among your customer segments.
• Establish process and cadence for effective satisfaction measurement and monitoring.
• Know where resources are needed most to improve satisfaction levels and increase retention.

Develop the Right Message to Engage Buyers
Sixty percent of marketers find it hard to produce high-quality content consistently. SaaS marketers have an even more difficult job due to the technical nature of content production.

• Create more compelling and relevant content that aligns with a buyer's needs and journey.
• Shrink marketing and sales cycles.
• Increase the pace of content production.

Create a Buyer Persona and Journey
Get deeper buyer understanding and achieve product-market fit, with easier access to market and sales.

• Reduce time and resources wasted chasing the wrong prospects.
• Increase open and click-through rates.
• Perform more effective sales discovery.
• Increase win rate.

Bibliography

"15 Award-Winning Customer Advocacy Success Stories." Influitive, 2021. Accessed 8 June 2023.

"Advocacy Marketing." Influitive, June 2016. Accessed 26 Oct. 2021.

Andrews, Marcus. "42% of Companies Don’t Listen to their Customers. Yikes." HubSpot, June 2019. Accessed 2 Nov. 2021.

"Before you leap! Webcast." Point of Reference, Sept. 2019. Accessed 4 Nov. 2021.

"Brand Loyalty: 5 Interesting Statistics." Factory360, Jan. 2016. Accessed 2 Nov. 2021.

Brenner, Michael. "The Data Driven Guide to Customer Advocacy." Marketing Insider Group, Sept. 2021. Accessed 3 Feb. 2022.

Carroll, Brian. "Why Customer Advocacy Should Be at the Heart of Your Marketing." Marketing Insider Group, Sept. 2017. Accessed 3 Feb. 2022.

Cote, Dan. "Advocacy Blooms and Business Booms When Customers and Employees Engage." Influitive, Dec. 2021. Accessed 3 Feb. 2022.

"Customer Success Strategy Guide." ON24, Jan. 2021. Accessed 2 Nov. 2021.

Dalao, Kat. "Customer Advocacy: The Revenue-Driving Secret Weapon." ReferralRock, June 2017. Accessed 7 Dec. 2021.

Frichou, Flora. "Your guide to customer advocacy: What is it, and why is it important?" TrustPilot, Jan. 2020. Accessed 26 Oct. 2021.

Gallo, Amy. "The Value of Keeping the Right Customers." Harvard Business Review, Oct. 2014. Accessed 10 March 2022.

Huhn, Jessica. "61 B2B Referral Marketing Statistics and Quotes." ReferralRock, March 2022. Accessed 10 March 2022.

Kemper, Grayson. "B2B Buying Process: How Businesses Purchase B2B Services and Software." Clutch, Feb. 2020. Accessed 6 Jan. 2022.

Kettner, Kyle. "The Evolution of Ambassador Marketing." BrandChamp.io, Oct. 2018. Accessed 2 Nov. 2021.

Landis, Taylor. "Customer Retention Marketing vs. Customer Acquisition Marketing." OutboundEngine, April 2022. Accessed 23 April 2022.

Miels, Emily. "What is customer advocacy? Definition and strategies." Zendesk Blog, June 2021. Accessed 27 Oct. 2021.

Mohammad, Qasim. "The 5 Biggest Obstacles to Implementing a Successful B2B Customer Advocacy Program." HubSpot, June 2018. Accessed 6 Jan. 2022.

Murphy, Brandon. "Brand Advocacy and Social Media - 2009 GMA Conference." Deloitte, Dec. 2009. Accessed 8 June 2023.

Patel, Neil. "Why SaaS Brand Advocacy is More Important than Ever in 2021." Neil Patel, Feb. 2021. Accessed 4 Nov. 2021.

Pieri, Carl. "The Plain-English Guide to Customer Advocacy." HubSpot, Apr. 2020. Accessed 27 Oct. 2021.

Schmitt, Philipp; Skiera, Bernd; Van den Bulte, Christophe. "Referral Programs and Customer Value." Wharton Journal of Marketing, Jan. 2011. Accessed 8 June 2023.

"The Complete Guide to Customer Advocacy." Gray Group International, 2020. Accessed 15 Oct. 2021.

"The Customer-powered Enterprise: Playbook." Influitive, Gainsight & Pendo. 2020. Accessed 26 Oct. 2021.

"The Winning Case for a Customer Advocacy Solution." RO Innovation, 2017. Accessed 26 Oct. 2021.

Tidey, Will. "Acquisition vs. Retention: The Importance of Customer Lifetime Value." Huify, Feb. 2018. Accessed 10 Mar. 2022.

"What a Brand Advocate Is and Why Your Company Needs One." RockContent, Jan. 2021. Accessed 7 Feb. 2022.

"What is Customer Advocacy? A Definition and Strategies to Implement It." Testimonial Hero, Oct. 2021. Accessed 26 Jan. 2022.