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It Takes Two: How to Grow with your Customers for Relationships that Last
Evan Jacobs, a senior manager at Rapid7, discusses the importance of building lasting relationships with customers through tailored engagement strategies that evolve with their needs. He emphasizes that customer advocacy and retention require understanding individual customer journeys and leveraging their feedback. Key takeaways include the significance of timing, adapting advocacy programs to diverse customer profiles, and avoiding preconceived notions about customer experiences.
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It Takes Two: How to Grow with your Customers for Relationships that Last
- 1. Evan Jacobs Senior Manager,Customer Marketing & Advocacy at Rapid7 It Takes Two: How to grow with your customers for relationships that last
- 2. Am I Vulnerable?Am I Compromised? Am I Optimized? Threat Exposure Management VULNERABILITY MANAGEMENT USER BEHAVIOR ANALYTICS ATTACK SIMULATION INCIDENT DETECTION & RESPONSE Incident Detection & Response Log Management & IT Analytics APPLICATION SECURITY TESTING ENDPOINT VISIBILITY & INTERROGATION Solve Critical Security & IT Questions ENDPOINT VISIBILITY & ASSET MANAGEMENT INFRASTRUCTURE MONITORING & TROUBLESHOOTING LOG MANAGEMENT & COMPLIANCE Software + Managed Services
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- 9. In relationships, timingis everything…
- 11. RECOMENDED Adventure CHOOSE YOUR OWN Sendto Voice@rapid7.com or Join the VoiceUp Hub NEW CUSTOMER EARLY STAGE MID STAGE MATURE STAGE Educational materials, Invite to VoiceUp hub, Early call to set expectations, Offer mentor Hold first Discovery Call with Product Management team, Design Partner program, Joining Customer Reference Program Join Beta and Design Partner Program Answering open questions on Support Portal Completion of Gartner Peer Insights Speaking to media, Webcasts Speaking with Industry Analysts, Become a Mentor, Public testimonials & Case study Establishing trust Testing the waters Ready & willing Committed Product Community Build my brand q Nexpose Discovery Calls q AppSpider Discovery Calls q InsightIDR Discovery Calls q Design partner Calls q Join the beta program q Join the UX Focus Group q InsightIDR Feedback Survey q AppSpider Feedback Survey q InsightOps Feedback Survey q Answer Unanswered questions on Community q Join the Customer Reference Program q Complete Private Reference Calls q Complete Gartner Peer Insights review q Mentorship program q Answer Unanswered questions on Community q Join the Customer Reference Program q Private Reference Calls q Gartner Peer Insights review q Video Testimonial q Case Study q Blog Post q Media Interview q Webcast
- 12. Each customer isdifferent…
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- 17. Tony, Cyber-Security Engineer Ongoing engagementefforts and support of sales Joined VoiceUp Since joining, completed 65 Acts of Advocacy (challenges) Completed Discover Call Joined Customer Point of Voice Call Gartner review August 3rd Video Testimonial @ Customer Conference “I feel like Nexpose and IDR are starting to work together” UNITED2016 Reference Program Joined reference call with prospect, they made the purchase Purchased AR in September “I have found that many features that are offered with Nexpose are greater than that of several other VMS tools we either formerly owned or I tested.” 2016 VoiceUp September 8 2016 Rapid7 on their shortlist for Pen- test in 2017 Continues to be a big part of the reference program More of the “Behind the Scenes” guy.
- 18. Joined Voice /VoiceUp 9/24 Jack, Sr. Director of IT Presented Ongoing Engagement Efforts Webcast $$ Cross-sell opportunity Activated Nexpose Now Completed 334 Acts of Advocacy Gartner Review Looking to help out and contribute
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- 22. Engagement in ourCommunity
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- 24. 3 Key Take-Aways 1.Timing is everything 2. Advocacy isn’t a one-size fits all program 3. Don’t judge a book by the cover