Do any of your organizations put a huge emphasis on G2 and/or Capterra reviews?

Brian Hartley

 

Sheryl Hawk

My most recent roles emphasized Gartner Peer Reviews. Prior to that we focused on AppExchange, G2 and Trust Radius. We worked with Marketing on identifying the "review sites of choice" and rewarded CSMs for obtaining the reviews as part of our NPS Promoter follow-up or when receiving positive comments during EBRs.

Brian Hartley

Thanks @Sheryl Hawk .  We are doing something similar.  My challenge today is I feel like we are asking for reviews....a lot.  Was that your experience as well?  My CEO told me he was disappointed that we couldn't get more this past push.  I told him I feel like our well has run dry + we have sent out a lot of review requests in the past few weeks.  Given this is the first org I have worked with where this is a big deal, wasn't sure what to expect or how to manage expectations.

Sheryl Hawk

@Brian Hartley Without knowing how many reviews you have obtained or how many accounts you have approached it's difficult to be prescriptive, but let me try...First, I made it a point to Not do a campaign leveraging the reasoning that users (those using reviews to make a decision) always recognize when a company has done a campaign because the reviews are all around the same date (and then not much after that). That makes them less impactful then obtaining reviews on an ongoing basis. This point went a long way.

Since this was part of our NPS Promoter Playbook, the CSM always followed up to thank the customer for the review, discuss any feedback provided and then ask for the review on the target sited (following up with an email and link). It was also part of any discussion where the customer expressed their happiness.

One last thing I did was track how often we used accounts for references, requested a review to avoid reference fatigue. This was also communicated to the CEO who was pleased with the approach. Hope this helps!

Sheryl Hawk

@Brian Hartley Without knowing how many reviews you have obtained or how many accounts you have approached it's difficult to be prescriptive, but let me try...First, I made it a point to Not do a campaign leveraging the reasoning that users (those using reviews to make a decision) always recognize when a company has done a campaign because the reviews are all around the same date (and then not much after that). That makes them less impactful then obtaining reviews on an ongoing basis. This point went a long way.

Since this was part of our NPS Promoter Playbook, the CSM always followed up to thank the customer for the review, discuss any feedback provided and then ask for the review on the target sited (following up with an email and link). It was also part of any discussion where the customer expressed their happiness.

One last thing I did was track how often we used accounts for references, requested a review to avoid reference fatigue. This was also communicated to the CEO who was pleased with the approach. Hope this helps!