Welcome to the Referential Blog!

As a team of consultants embedded in dozens of unique customer advocacy programs at any given moment, Referential is constantly exploring, implementing, and improving on strategies and best practices.

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Metrics and Reporting Denise Taylor, Senior Advocacy Consultant Metrics and Reporting Denise Taylor, Senior Advocacy Consultant

Employee Highlight: A Look Inside the Numbers Is All You Need

The best way for a customer advocacy program to survive long-term is to establish metrics and reporting functions early on that prove – to stakeholders and upper management – the value of the program, both at a high-level and in-depth. Read through this Q&A with Sr Advocacy Consultant Denise Taylor to learn more!

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Predictions for the Year Ahead

Program justification has taken a vocal seat at the table, education across departmental silos and stakeholders has never been more important. Proving the value of what you do is now, perhaps more than ever before, a business imperative. The “so what?” for customer advocacy is a question ringing loudly in everyone’s ears. Luckily, across the industry both the tools in use, and the practitioners using them, can loudly answer this query.

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Metrics and Reporting, Data Management Emily Feber, COO & CFO Metrics and Reporting, Data Management Emily Feber, COO & CFO

Metrics to Help With Budget Justification

One of the most meaningful and powerful bi-annual metrics that we have in our portfolio, Client Lifetime Total Revenue and Longevity (CLTR-L) was developed to evaluate the dollar value of a client relationship over the length of the contract, and the longevity of the relationship. This metric enables us to quantifiably contrast the average value of active advocates against the average value of non-advocates. From this, we can help our clients demonstrate the tangible business impact that active advocates are making on just their part of the overall revenue.

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Metrics and Reporting, Program Management Emily Feber, COO & CFO Metrics and Reporting, Program Management Emily Feber, COO & CFO

If You Can’t Measure It, You Can’t Manage It

Metrics are an essential business tool that enable each customer advocacy program to evaluate its performance and impact over time. We at Referential track various key business parameters for each of our clients on a monthly and bi-annual basis. One of the most meaningful metrics that we have in our portfolio is Client Lifetime Total Revenue (CLTR).

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