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Community Influitive Support, Meet the Champion Platform, & Polls

Get help from your community & check out a new platform this week

January 15, 2024

80% of B2B buyers want to speak to a customer before purchasing.

Champion's new Match AI seamlessly pairs sales opportunities with the right customer references at the perfect moment and tracks the process from start to finish. Visit championhq.com to learn more or schedule a demo.

Influitive Acquisition Update

Get Influitive Support from the Community, Every Other Wednesday

Update: The January 5th Friday’s call with Influitive’s new CEO seemed to both calm some fears about the platform’s future, and frustrate some customers.

During the call, the CEO shared direct and non-commital answers to multiple questions taken from the audience.

Facts affirmed:

  • They plan to keep innovating and developing on the Influitive platform, but they aren’t sure what that looks like at this time.

  • The platform looks will not change, but their UX designer will want to make improvements.

  • Support is available on their Zendesk platform or using a chatbot.

  • The lack of communication has been unfortunate, & they plan to fix it.

  • They will hold at least quarterly educational webinars.

  • Customer-specific calls with updates on the acquisition will not be recorded.

Observations from the community:

  • All CSMs are (or will be) gone.

  • Two new Account Managers have been assigned to all customers for renewal purposes.

  • There’s an awesome thread on the Influitive VIP forum (you have to be a member)

  • Base’s email was largely seen as tacky, predatory, and unprofessional.

  • Customers are frustrated with these changes (I hear from several of them 1:1)

  • Several community members joined the regular CMAweekly Friday call immediately after the CEO’s call and shared their feedback. The call was not recorded.

  • Multiple Influitive customers are looking at other industry options for their customers and communities to create plans for moving forward.

Lack of Success Support Is A Big Issue: The new lack of customer success does look like a major issue for customers, given the product cost upward of 50k, while comparable solutions in the market provide extensive support.

Big Opportunity: Many customers are looking for additional support with their Influitive initiatives. (Please message me as I have a list of contractors who could help, and I’m available to help with Influitive, as well, message me on LinkedIn).

Weekly Collective Knowledge Poll

Poll Results From Last Time

7 out of 24 companies to respond will be focusing on Retention in 2024

5 will focus on Revenue, and 4 will focus on References

Free Resource from Lauren Turner

Lauren Turner shared a quick script for responding to a poor/bad review.

Subject: Oof–that hit right in the feels. How can we help?

Hi [customer name],

Thanks so much for completing our quick survey–your feedback on how we’re doing is critical to our improvement. From the looks of things, there are some issues where we fell short of expectations.

We really appreciate your candid feedback! It’s how we learn and get better. I would greatly appreciate the opportunity to see how we can make things right.

Can you let me know specifically what we can work on with this one-question survey so that the appropriate person can get in touch?

Thanks in advance!

Best,
[name]

Several Customer Marketers had a call on Planning 2024, we mostly discussed NRR (net recurring revenue) - check it out here.

Irwin Hipsman from Forrester shared some insights (Slack) their team has into the new acquisition of Influitive

Customer Marketing Salary Report is Out - unfortunately, you do have to opt-in to get the report

Holly Burton shares in the Career Coaching Series - Part 2: How to Set Yourself Up for Promotion in 2024 by Slapfive: Jan 16th 

Mixology by Shannon Howard & Kristine Kukich released their latest episode: Trends from 2023 and Predictions for 2024, check it out, it’s only 13 minutes

Get a new prompt from Kristine Kukich for your AI purposes & deck creation

Amanda Peacock shared a tiktok on having 1:1’s with your manager

Managing hotel costs for customers attending your conference

Planning CMA initiatives by quarter deck by Shannon Howard

Customer email marketing discussion around GDPR & double options

Finally, don’t forget to connect with the community & me 🙂 

Hire me to help with your Community & Advocacy programs - Let’s Chat