Transcript

Welcome to the "Grow Your Reference Program" SuccessBLOC! Growing your customer reference base is an important part of growing your business. In this SuccessBLOC, we'll give you the tools you need to help create those "Wow!" moments. Invite customers to your reference program, leverage those customers, and most importantly reward the customers who are willing to be references for you.

As you can see here, each track represents the activities to help the program run. For example, the first track is creating "wow" moments with your customers, like celebrating meaningful events or anniversaries. We also give you automation to remove the need for human intervention and track who the references are with a click of a button. In each campaign, you'll find best practices for whom to target within your user base.

Rewarding your customers is a big part of a successful reference program. This track helps you show your appreciation for customers who participate, such as the "coffee on us" campaign.

The last track here is track participation. This will automatically update the attributes that you're going to use to see:

• which of your contacts have been a reference
• what was the last reference date
• which of your accounts have referable contacts

The scorecard gives you an idea of some of the goals to consider as this program takes off such as growing the program. Individual KPIs, keep us focused on the areas we're influencing within that goal, such as the number of new references in the last 30 days and the percent of referable accounts out of your entire customer base.

Another key goal is to make sure you're not overusing your references. We see here, the number of customers who have provided a reference in the last 30 days and the number of times we've used the same reference over five times in the last 30 days, which we consider overused.

We also see the number of touchpoints logged about your references. You also find pre-built segments, which are lists of customers that meet certain criteria. For example, engaged key contacts refers to any users that have had a touchpoint in the last 90 days and are a key contact.

You can also explore the pre-built SuccessPlays or automations, which are also represented on the canvas. After you've configured your data you can publish to your team or invite individual collaborators to help customize and map out your reference program. You can individually set campaigns or SuccessPlays into motion by changing them from draft status to active.

When you're done with the setup steps. You can remove the setup tab from the SuccessBLOC and continue to refine and grow your program!