Published on February 23, 2014
How 1,600 Engaged Advocates To Shorten The Sales Cycle
100,000 CLIENTS 50 COUNTRIES A cloud-based Human Capital Management (HCM) solution with more than 100,000 clients in over 50 countries.
MEET THE CERIDIAN TEAM HOWARD Tarnoﬀ Monica Riskay Kimberly Griﬃth Senior Vice President Reference Specialist Customer Success Administrator
As well as CARLOS, TOM and KIM Carlos Gonzalez Tom Vines Ceridian’s rock star Kim Edwards Directors of Customer Success
The team had With so many passionate customers, why not create a movement?
A movement that would mobilize customers to: • • • • Refer friends and colleagues to Ceridian Share their success stores Enhance their professional network Get recognized for achievements
? ? ? ? ? ? ? ? ? …but they didn’t know of an easy way to do this.
Until they created an advocate marketing program known as CERIDIAN
is a customized and exclusive program for advocates. Carlos and Tom created this program to RECOGNIZE customers, EMPOWER prospects and DRIVE SALES for Ceridian.
They built an “AdvocateHub” where customers could participate and compete for recognition.
This approach let them recruit over 1,600 customers!
“ We were surprised at how many of our customers were EXCITED to be part of the XOXO advocate community. I think the secret to engaging the community is to provide value to your customers through the community.” Tom Vines Director of Customer Success
A N D Share the Love In Ceridian XOXO customers can advocate for Ceridian by participating in fun challenges. As they participate, they gain points, levels and status.
Challenges like: • *This is an example of a common reference opportunity available for Ceridian XOXO advocates. • • • • • • • One-On-One Reference Conversations Video Testimonials Case Studies Site Visits Social Media Postings Media Interviews Speaking Engagements And More
“ We invite customers to participate in OPPORTUNITIES and CHALLENGES to earn points. We typically have over a dozen challenges running at any time, and it’s not uncommon for us to see participation levels over 20%.” Kim Edwards Director of Customer Success
BIRDS OF A FEATHER LIKE TO Since the launch of XOXO, Ceridian has secured over 260 sales references. But they are more than references, they are often the beginnings to mutually beneﬁcial relationships between advocates and buyers. NETWORK TOGETHER 260 INTRODUCTIONS
BIRDS OF A FEATHER LIKE TO In three easy steps: 1 Sellers request references within Salesforce creating an opportunity in Ceridian XOXO. ability 2 Appropriate customers then have the desiredto seize the opportunity to connect with their network. introductions are made, 3 Great and feedback is providedconversations take place from their advocates to help with the sales process. NETWORK TOGETHER 260 INTRODUCTIONS
These CONVERSATIONS (and other activities) are TRACKED BY POINTS which help MEASURE an advocate's STATUS and the level of recognition they deserve.
“Our customers don’t help us out for points or prizes. The beneﬁts they ﬁnd most gratifying involve professional development, personal recognition, and access to peers who will help them do a better job every day.” Carlos Gonzalez Director of Customer Success
TOP 3 REASONS Customers Love Ceridian’s XOXO Advocate Program 1 2 3 Prospects see how peers reach similar goals Customers expand their professional network Customers are recognized for their achievements
TOP 5 1 REASONS Ceridian LOVES its XOXO Advocate Program: 2 3 4 5 Over 1,600 advocates are engaged with the Ceridian XOXO program. Over 260 introductions have been made leading to happy conversations. More than 35 new video testimonials have been created. 20 new case studies and testimonials were volunteered from customers. All of which have led to increased mindshare in the marketplace, higher lead conversions and shorter sales cycles.
“It was like we had found an untapped source of marketing power – right under our noses. It doesn’t take much to manage the community, but the beneﬁts are oﬀ the chart.” Tom Vines Director of Customer Success
“Inﬂuitive has changed the way we approach partnerships with our customers. It’s already had a signiﬁcant impact on our bottom line and our ability to compete, and we predict it will be a foundational part of our customer success initiative for years to come.” Carlos Gonzalez Director of Customer Success
The team knew their customers loved Ceridian. helped them tap into it. What can Inﬂuitive do for you? Visit inﬂuitive.com to get started.
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