Stephanie Hartsog
Sr. Manager, Oracle Service Cloud Executive Programs Customer Advocacy
Karen Rihs
Principal Product Manager And Oracle Service Cloud Cab Program Manager
19. 1
Successful CAB!A Successful CAB Meeting!
Ingredients:
1. Advocacy Strategy
2. Guest List
3. Agenda
4. Interactivity and Networking
5. Tools
6. Crafting an Experience
7. Good ‘Ol Fun
20. Setting the Table
• Prep Participants for Success
• Create the Ambiance
• Don’t Forget the Dessert Fork!
21. 2
Successful CAB!A Successful CAB Meeting!
Ingredients:
1. Advocacy Strategy
2. Guest List
3. Agenda
4. Interactivity and Networking
5. Tools
6. Crafting an Experience
7. Good ‘Ol Fun
22. Contests
B I N G O
“Can everyone
hear me?”
A caller drops/
has bad reception
“You’re on mute.”
Non-CAB member
in the picture
“Threat”
Someone working
from home
“Let’s follow up on
that offline”
“Browser wars” “Action items” Dog barking
“Is _____ on the
call?”
Someone wearing
a funny hat
Coughing
“Without further
ado”
“Engagement
services”
Cell phone ringing “Vegas”
“I’m on a
conference call!”
Someone eating or
drinking
Baby crying
“Can you see my
screen?”
Pet in the picture
“Thought
leadership”
The acronym
“MSE” four times
25. From Our Stakeholders
“The most successful selling happens when a deep and strategic relationship
exists with a customer. Through the Service Cloud CAB program, our strategic
customers are given the opportunity to network, share feedback on the roadmap
and key priorities, and exchange best practices. Establishing this deep
relationship with a customer absolutely increases our stickiness in the
account and provides a platform for up-sell opportunities. The Service Cloud
CAB team goes above and beyond by also positioning our most strategic
customers as thought leaders, helping them build their personal/company brand in
the marketplace. The Service Cloud advocacy team is an imperative partner in
our business of selling more customer service software.”
– GVP, NA Enterprise Service Automation Sales, Oracle
Very good in it’s category
26. 96% of CAB members
renewed their membership
for a second two-year term.
Excellent, worth a detour
27. Now we’re designing the
CAB best practices for
Oracle’s CX portfolio, which
includes 14 CAB programs.
Exceptional, worth a special journey
29. 3 Key Take Aways
A successful CAB depends on:
Interest from the business to collect
and act on feedback
Involvement from stakeholders across
the organization
A commitment to giving back to your
customers: facilitating networking,
providing opportunities to collaborate,
providing access to experts/leadership