If You Don't Have a Customer Advisory Board Yet...Listen to this!

How can executive advisory boards transform your company's approach to Customer Success? 

In this episode of the CSMP Podcast, Irit Eizips and Mike Marchetti, Chief Customer Experience Officer at DRB, discuss the pivotal role these boards play in driving growth and enhancing customer engagement. With a background in Silicon Valley, Mike offers invaluable strategies for tech companies.

Highlights include:

- The strategic value of executive advisory boards in developing deep relationships with key clients.

- Practical tips from Mike on setting up and optimizing these boards to meet market demands and customer expectations.

- Strategies for leveraging executive advisory boards to navigate market changes and maintain company agility.

- Managing competing client interests within the board to foster harmony and collective achievement.

Customer Success professionals and business leaders, are you eager to deepen your engagement strategies and drive your companies forward? Discover the power of executive advisory boards in unlocking loyalty, enhancing customer experiences, and propelling your company to new heights of success! 

Click here to watch the episode on YouTube.

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ADDITIONAL RESOURCES

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https://www.youtube.com/watch?v=RNtOob0248g&feature=youtu.be

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Transcript

Hey everyone, how are you, my tech squad? Irit Eizips here for CSM Practice. Today, we have another session diving into an essential topic that elevates customer experience and boosts loyalty: the advisory board. I'm thrilled to welcome Mike Marchetti, a tech startup and Silicon Valley veteran, to tell us all about it. Mike, who has worked at Yelp and Yahoo, is passionate about amplifying customer engagement and has a lot of strategies and tricks to share.

Mike currently works for Brand Muscle, a company that supports large companies' local marketing efforts by aligning brand compliance and messaging from corporate to local levels. He manages a team of 40-45 CSMs, each supporting 12-13 accounts. Since joining the company three years ago, Mike has implemented a customer advisory board to address the lack of high-level stakeholder engagement. This board has helped build stronger partnerships and mitigate risks, especially during RFP processes.

For those new to customer success, lacking executive engagement can jeopardize stakeholder alignment during critical times like RFPs. Mike emphasizes the importance of executive-level relationships, which can provide invaluable goodwill and support during unexpected issues. For example, his ability to resolve a payment issue quickly by contacting an executive directly showcases the power of these relationships.

Setting up an executive customer advisory board involves selecting participants based on revenue contribution and ensuring intimate, high-value interactions. Mike's meetings include product roadmap presentations, analytics insights, and engaging social events. The roundtable discussions, where executives share challenges and successes, have been particularly valuable for both the participants and the host company.

Mike highlights the importance of creating participant value to ensure ongoing engagement. Over the years, his board has grown stronger, with repeat participants and high-level executives joining regularly. By listening to customers and adapting strategies based on their insights, the advisory board has proven invaluable, especially during disruptive events like COVID-19.

In conclusion, if you're responsible for customer experience, consider establishing a customer advisory board to build goodwill, gather insights, and strengthen executive relationships. For more details or coaching on setting up an effective advisory board, feel free to reach out to me on LinkedIn. Thank you, Mike, for sharing your knowledge and experience. This was absolutely fantastic!

#CustomerSuccess #AdvisoryBoard #ClientEngagement #BusinessStrategy #ExecutiveRelationships