Doing a quick search on the Internet for blogs regarding customer references, I noticed that a majority of them ask how to find a reference for a particular software application or some other product. Most of these are from the perspective of the person (generally sales or a consultant) looking for answers for their customer/prospect. Very few of the blogs talk about how to run a Customer Reference Program and how to pull one together from scratch. I’m hoping to help answer some of these issues with this blog.
Types of customer references
When starting your reference program it’s important to realize the many different types of references. Start with basic 101…is this is sales or marketing reference? Although they might seem like they are the same and ultimately will affect one another, they are generally two very different types.
Sales references include:
Customer speaking with a prospect over the phone/email
Prospect wanting to visit a customer to see how the product works
Name dropping in a prospect call/meeting
Marketing references include:
Speaking with analysts
Speaking with the media
Use of name and/or logo in Marketing material
In general, it’s usually easier to find a Sales reference than a Marketing reference for one basic reason…Sales references are generally not going to be made public. It’s that simple. Marketing references are used for..well, marketing reasons which means letting pretty much the world know that customer XYZ is a customer of vendor XYZ.
Because it’s a public reference, most customers will have to get approval by their Legal and/or Public Relations team if not more people. This extends the approval process and scares some people away as more time and effort is needed.
Rule #1: When using a customer for a public reference such as logo use on a Website or in a press release always get the customers approval at least once before doing so. If a customer has approved a quote and you want to re-use it, that’s generally okay. But for the first time usage, make sure to get approval!
Filed under: customer loyalty, customer references, marketing, reference program | Tagged: analysts, case study, customer reference program, customer visits, logo usage, media, press release, prospects, sales references, website listing | Leave a comment »