One of my long-term goals for our CS team is to launch a Customer Advisory Board, but it isn't the immediate priority. To kick things off, I'd like to host some sessions with our clients by vertical.
Good topic and one I am looking at currently.
I am in a start-up so slightly different approach but I am looking to introduce a Customer Advisory Board.
In answer to the above:
This is a great example. Thank you!
Hi @Laura Lakhwara I have had a mixed bag of results.
Very valuable. Thank you for sharing!
I'm in the same boat Laura,
thanks for asking such a good question, @Will Pagden when you say "customer experience team", are you referencing like Customer Care/ Customer Success team, or a whole other entity? if so what umbrella did that team fall underneath?
@Brian Hartley can you give me some scaled perspective, you had 10-14 customers on this 'advisory board' out of 10,000? or out of 50 clients?
Hey @Nathan J. R. Petersen good question, should have clarified. That was out of 70 clients.
Hi @Nathan J. R. Petersen we actually had a Customer Experience team whose whole focus was on running user groups and customer events. About 14 people in the team and they rolled up through the COO. It doesnt make any sense and was purely a political thing in the company but it they took responsibility for those things.
@Will Pagden this is interesting to have this separated out. I appreciate your candidacy on whether it was successful. :)
It should and could have been very successful, they key to all things relating to feedback is that you allow yourself to take the feedback on board. The founders created the product and thus became very protective when it came to constructive criticism.
I started a Customer Advisory Board from scratch in my role as Vice President of Customer Success for a large B2B division of eBay. I'd be happy to host a Zoom call for anyone exploring CABs and share my experience. I can talk about customer selection/vetting, prep structure, meeting structure, follow up, etc.
Let me know if you're interested in hopping on a Zoom to discuss. If not, I can post more detail in this string.
What a great offer @David L Ellin. I'd love to participate on that call.
Yes, that would be fantastic, @David L Ellin .
Definitely interested in joining David.
Does next Wednesday at 10 am ET work?
I can move some stuff to make it work! If it works for everyone else.
Yes, on my end. Thank you!
Feel free to drop your email to get the invite. Thank you again, @David L Ellin .
Wednesday, July 15 at 7am PST/10am EST
Join Zoom Meetinghttps://softbankrobotics.zoom.us/j/99872792025?pwd=akFQZVVBNCsyQzYrMVlPblgzQ1o1dz09Meeting ID: 998 7279 2025Password: 471247One tap mobile+16699006833,,99872792025#,,,,0#,,471247# US (San Jose)+13462487799,,99872792025#,,,,0#,,471247# US (Houston)
email@example.com thank you!
@David L Ellin would you guys mind posting notes from this discussion afterward? This may be a really cool topic for the Operator Excellence Series.
And... do you mind if we promote this call?
Go for it. As long as someone captures notes feel free to post.
I'll take notes
I’ll also put some slides together that can be shared and posted.
I have implemented both:
A user community physical and remote mostly for endusers, where product Marketing and CS collaborated on the day-to-day topics on issues with our offerings,and
a Customer Advisory Board with Sr. Executives. In order to get on this board, you had to exceptional, or a Champion (https://www.linkedin.com/pulse/leverage-your-champions-andreas-knoefel/). As part of me running CS, I establish a baseline for my average customer. Those who move above and beyond are doing something better, and we focus on harnessing them and their excellence: Speakers at conferences & webinars, whitepapers, and being invited to the CAB by our Exec Sponsor to theirs. 2x year they met and discussed how to align our strategic initiatives with theirs. Great success.
This is helpful insight. Thank you!
I've been following the thread on Customer Advisory Boards. As a professional CAB facilitator for 20 years, I'm sharing my treasure chest of best practices, models (for in person and virtual meetings), everything! This is a 4 part live-online course that begins on July 21. Tons of content and opportunities to dialog with others on CAB best practices. http://tinyurl.com/cabmasterclass
Also, I've posted a ton of best practices on my CAB Resource Center.
Thank you so much @David L Ellin ! The session was very helpful. I'm going to remember the 9 dot product roadmap exercise for future use.
Thanks, @Anita Toth. The key is building sessions that create connection, interaction, and participation as opposed to presentations.
@David L Ellin Thank you for the great overview on launching a CAB for B2B Customers at eBay. It's clear the structure, c-suite engagement, commitment from clients and outcome-driven planning helped drive its success.
For all those interested in listening, here is a recording of today's call.
https://softbankrobotics.zoom.us/rec/share/zMZeJerX1kNOaaPVxlGDe6Q6J767X6a813BIqKINyk1ejpbvDdxq-mKj_4vTtKk3 Password: 3Q*54214