This episode carries Maya Colato's own address, with nobody on the show putting
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Maya Colato, VP of Customer Experience at Mapistry, outlines the initial structure, cohort size, and industry composition of Mapistry's Customer Advisory Board.
“Fast forwarding again to twenty-twenty, we had our first round of cab calls in Q-two. We ended up with two subcommittees, which I'll dive into how we were structuring that, with 27 members total, about half each of executive and practitioners, and a mix of industries, but the big chunk of the industries that we focused on were building materials, waste management, and transportation”
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More from Maya Colato
Insight
Colato: Group customer forums reveal holistic feedback faster than one-on-one meetings
“At the end of the conference, we realized that the level of feedback was invaluable, because yes, of course, we were doing discussions one-on-one with our key customers, but those were really just puzzle pieces of the puzzle. This group dynamic allowed us to s…”
Maya ColatoMar 18, 2022▶ 3:34Building a Successful Customer Advisory Board in the Enterprise | Mapistry VP of Customer Experience
Insight
Colato: Mixing legacy and new customers on advisory boards drives peer learning
“There is seriously some value by adding new customers to your cabs, too, because their experiences with your sales cycle, with your onboarding processes are fresh on their mind, and they'll be able to put that perspective into the mix. And one great, ah, value…”
Maya ColatoMar 18, 2022▶ 12:07Building a Successful Customer Advisory Board in the Enterprise | Mapistry VP of Customer Experience
Insight
Maya Colato: Limit Quarterly CAB Agendas to Maximum Two Themes
“So what you want to do is narrow it down to one, maybe two themes for each quarter, but make sure you're rotating these themes, so again, you can follow through with your objectives. I highly don't suggest going over two, just because you're diluting the infor…”
Maya ColatoMar 18, 2022▶ 14:33Building a Successful Customer Advisory Board in the Enterprise | Mapistry VP of Customer Experience
Insight
Structure Customer Advisory Boards by job role rather than industry
“The first was members value knowledge from diverse industries. So, I did mention before that we had two subcommittees. Originally, we structured them, ah, by industry type, but after the first round of calls, there are customers vocalize, like, yeah, I really …”
Maya ColatoMar 18, 2022▶ 22:16Building a Successful Customer Advisory Board in the Enterprise | Mapistry VP of Customer Experience
Insight
Mapistry uses recorded CAB calls to accelerate Account Executive onboarding
“When we hire a new AE, they have access to our recorded cab calls, and that allows them to learn very quickly how our customers are talking about us, how, ah, they make decision making, or how they make decisions to buy the software, and how they want to see u…”
Maya ColatoMar 18, 2022▶ 20:30Building a Successful Customer Advisory Board in the Enterprise | Mapistry VP of Customer Experience
Insight
Colato: CAB members carry vendor advocacy across job changes
“CAB is a great way to build customer advocates. Our CSMs saw these kinds of changes in the relationships and conversations that we were having with folks, and if folks jump from company to company, they'll be able to bring those stories with them and bring you…”
Maya ColatoMar 18, 2022▶ 20:57Building a Successful Customer Advisory Board in the Enterprise | Mapistry VP of Customer Experience
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