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!

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.

It has been evident in 2023 that customer advocacy has encountered many ups and downs. Within a year where program cutbacks, re-orgs, budget reviews and department shifts have featured heavily, the age-old question has come up time and time again: “can we do more for less?”

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.

When you become an admin of an Influitive AdvocateHub, it is essential you think both short and long term about overall strategy. This post explains a simple best practice that enables admins to see the dates, target audience, challenge creator and more at a simple glance and, more importantly, with a simple search!

This blog features a Q&A with Senior Advocacy Consultant Barbara Leavy, in which she speaks about her experience managing the advocacy program at a fortune 500 company. Topics include navigating acquisitions, setting client expectations, the challenges of massive product portfolios and more!

Filming customer testimonials for our clients is a team process that involves multiple hours of work, which includes reviewing existing case studies and potential client interviewees. Maintaining regular touch points with the client to ensure there is a full understanding of the participants, and also to formulate relevant and valuable interview questions.

Obsession CLG Tour 2023, organized by Base and sponsored by Referential, offered impressive content and opportunities to network. Read on to find our why it was so engaging, and what some companies are doing to succeed using customer marketing and advocacy.

Referential held its annual All-Hands meetings at Bear Lake in Utah this year! A week together spent team building, going over best practices, customer challenges and wins, and forming a game plan for the next year.

It turns out that imposter syndrome is not unique to a stay-at-home parent returning to the workforce – many of us underestimate ourselves and overestimate others. 

The hardest part of getting buy-in from sales and customer success teams? These are busy people and often advocacy feels like just one more headache when their plate is already full. Read on for quick tips on how to encourage sales and customer success teams to engage with your cohort of customer champions!

Referential continues to provide strategic guidance to enterprise-level clients as they proceed through M&As. The process is complicated, and there is no shortage of challenges such companies face.