Customer Stories
Give an example of a customer story for Return to Work
Heico - Heico needed to make sure their work site were running in a safe capacity during the pandemic, so they implemented SMS SME surveys to do daily check-ins, which mitigated risk and created an inclusive HR approach
What does TechValidate integrate with and why would this help an org?
SFDC - integrate the voice of the customer content so teams can share collateral directly from the CRM.
What is FUDWACA?
Acronym used in Sandler's methodology that stands for: Frustrated, Upset, Disappointed, Worried, Angry, Concerned, and Anxious.
Words to use at the beginning of your pain point statements.
What is the purpose of reaching out to accounts that have had employee growth in the last 2 years?
(Company X employee size grew by 30%)
These accounts are actively hiring and expanding their org which means they have $$ and are doing well during the pandemic. This also means that with more employees, they should be measuring their employee lifecycle and gathering employee feedback to ensure their org. expansion is running smoothly
What is the difference between a closed and open-ended question?
Closed-ended questions are those which can be answered by a simple "yes" or "no," while open-ended questions are those which require more thought and more than a simple one-word answer.
Open-ended questions :)
Informatica - as a leader in the enteprise space, their IT team upgraded to SME to comply with data regulation and security, with the SSO functionality being a big plus
WorkDay, Power BI, SFDC, Marketo, Eloqua, Microsoft Teams, Slack, Tableau
Name 2 pain points for HR, using FUDWACA
Frustrated with how long it takes them to collect employee feedback
Upset they are experiencing high turnover but don't know why
Worried about employee attrition rates increasing
Angry they don’t have a foundation or framework to base their employee engagement efforts on
Concerned they can’t see how employee engagement is trending over time due to the lack of current data
Anxious their employees are leaving due to dissatisfaction
What is the purpose of reaching out to a DOP?
To re-engage the prospect after a call was closed out, often due to timing, budget, project cancellation or a competitor. By reaching out 3-6 months after the last conversation, you are potentially starting a conversation at a better time.
Give an example of an open-ended question for HR
How are you currently ensuring your employees are engaged and productive?
How often are you surveying your employees for feedback?
What tool are you using to capture employee feedback?
Give an example of a customer story for TechValidate
PitchBook - their sales team needed insight from their customers, so they used TechValidate to create targeted material for their specific use cases, which led to 30% increase in sales.
What is our Professional Services add-on?
Customers can partner with us for best practices and expert guidance, with a survey consultant who creates a comprehensive plan to yield the best results.
I.E. consulting to help the customer with reporting and programming to get the most out of their feedback
Name 2 pain points for IT, using FUDWACA
Frustrated when tools can't integrate with their systems of record
Concerned with using tools that allow them to keep enterprise data secure
Anxious that all data collected is meeting compliance standards
Worried employees are using unregulated services/growing shadow IT
What is the State of your feedback survey and when should you send it?
A survey that gathers more information on the intention and pains of a prospect to help prepare us for the consult call.
This should be sent after they agree to a meeting
Give an example of an open-ended question for IT
What tools does your organization use to collect feedback?
How are you ensuring all the data your company collects is compliant?
How have you mitigated the shadow IT from growing in your org?
What does our Microsoft Power BI integration do?
Name 2 pain points for Marketing (TechValidate), using FUDWACA
Frustrated they can’t feature big logos on their website due to PR and legal constraints
Upset that some customers are not willing to go on the record
Disappointed when their customers do not respond to their feedback surveys
Worried they don’t have enough bandwidth to create things like case studies, testimonials, and ROI metrics
Angry the sales team is constantly asking for new and fresh collateral they can’t provide
Concerned about the time it’s taking to gather customer feedback data
Anxious they aren’t supplying their sales teams with fresh marketing collateral
What is the purpose of reaching out to MQLs older than 45 days?
Leads are more familiar with our product and services than a new contact is, and they either clicked on collateral or downloaded content (P2) or attended a webinar / asked to contact sales team which means they have some interest in SM. By contacting them you are building upon this initial interest and able to sell more value
Give an example of an open-ended question for Marketing
What are you doing today to keep a pulse on your prospective buyers in this rapidly changing climate?
Do you feel like you're getting the feedback you need fast enough?
What are some things you feel the need to ask your current customers right now?
What are your three goals for the rest of the year?
How are you currently collecting product feedback? How often?
How are you currently capturing the voice of potential customers?
Name 2 marketing integrations and what pains they would solve?
Marketo - Engage customers from acquisition to advocacy by connecting the data about what customers say, think, and feel, with what they do across your digital channels.
Eloqua - Engage audiences at critical moments across your digital channels to improve demand generation and campaigns.
Name 2 pain points for CX, using FUDWACA
Frustrated when it comes to understanding their customer churn through satisfaction data
Worried their customer experience program is too much of a manual labor-intensive process
Concerned about gaining actionable insights from their customer satisfaction feedback
Upset they can't drill down to the key themes of customer happiness
What is the purpose of reaching out to a support case?
Prospects that go the support case route are not MQLs, but often current customers for plans ranging from Teams to Enterpise. Due to this, this gives you good nuggets to work with like someone looking to add on seats or a SFDC integration. Even if someone fills out a support case because their password isn't working or they were billed incorrectly, you can find a prospect worth reaching out to because now you know they use SM.
What are some questions that can help you uncover business challenges?
What is happening in the business that is driving the need for change?
What has prevented you from trying to solve the problem until now?
What is the impact on the business if you don’t solve this business challenge?