Public Relations (Suzanne)
Human First/CS Processes (Nick & Peter)
Customer Intelligence (Mary & Bryan)
Community (Katie)
Artificial Intelligence (You Mon)
100
What team did Suzanne mention should PR professionals align with?
Marketing
100
What kind of connection should you make with your clients?
Build a human approach, identify common interests: music, sports, movies, hobbies
100
What is customer intimacy?
Knowing the customers better than anyone else and meeting their needs proactively in the most optimal way
100
What is a community?
A sense of belonging
100
Where can you find AI in ChurnZero?
Left navigation bar - under CS AI Labs
200
What is thought leadership?
People within the company sharing trends, topics, educating customers in the environment where the customer frequents
200
What are 2 ways CSMs can help leaders?
Share feedback, engage in meetings, volunteer information, or demonstrate leadership
200
When do customers need value?
All the time!
200
What is the difference between community and an audience?
- Community = engaged members who participate by sharing information and interacting with other members
- Audience = members observe content rather than engaging
200
What is machine learning?
Giving computers the ability to learn without being explicity programmed
300
Who led the efforts in creating a successful Success Quest?
Jacklyn Currier
300
What's 1 example of digital CS?
self service through in-app support, automate messaging
300
What is the difference between individual playbooks and unique playbooks?
- individual playbooks are for repeatable activities
-unique playbooks are prescriptive in helping customers achieve value based on their specific needs
300
What is Dark Social?
Word of mouth from non-traditional avenues
300
How can generative AI help you as a CSM? (Identify 2 ways)
Create email content, create content for plays, summarize call transcripts, make jokes
400
What are 2 metrics PR professionals are measured on?
Number of opportunities within media, brand mentions, number of engagement/followers on social channels
400
What 3 things should systems benefit?
customers, company, employees
400
What is First Party Intent data?
Data that gives branded insights about customers for internal resources (such as website, community, CRM platform)
400
What are 2 things to consider when getting a community started?
Is there a: need, support, budget, resources? What will your first 30 days look like?
400
What does Generative AI do?
It creates new data from scratch using existing data.
500
What is the future of PR?
Buying from brands we trust
500
What are 2 ways to humanize your outreach?
Send personalized videos, get to know your customer outside of the business, create unique items ex. playlist, send them a gift
500
Self awareness and social awareness are considered what type of intelligence?
Emotional Intelligence
500
There are 3 different types of community: customer, developer, practice. Choose 1 and describe it.
1. Customer- customer education, enablement feedback
2. Developer- engineering/coding
3. Practice- develop your skills in your current role with others in the industry
500
What AI image tool did You Mon use in his presentation?
Dall-E