How to Audit An Advocacy Program

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When you come into a new program you’ll want to analyze it to lay a foundation for your strategy. (Please note, I did write my own list of items to audit and then used AI to format and categorize it.)

Auditing Strategy for Customer Advocacy Program:

1. Program Goals and KPIs:

  • Goal: Understand the overarching objective of the program and ensure alignment with business goals.
  • KPIs: Evaluate the effectiveness of current KPIs and determine if they align with program objectives.

2. Assets and Activities:

  • Assets: Assess the creation of assets by the program and their relevance to advocacy efforts.
  • Activities: Review the activities customers are asked to complete as part of the advocacy program.

3. Program Success and Areas for Improvement:

  • Success: Identify areas where the program is succeeding in achieving its goals.
  • Improvement: Identify opportunities for improvement to enhance program effectiveness.

4. Customer Feedback:

  • Sentiment Analysis: Assess how customers feel about the existing program through feedback mechanisms.
  • Recommendations: Gather recommendations from customers on how to improve the program.

5. Stakeholder Satisfaction:

  • Stakeholder Feedback: Obtain feedback from stakeholders on their satisfaction with the program.
  • Ideal Program Goals: Determine the goals stakeholders envision for an ideal advocacy program.

6. Technology Stack:

  • Evaluation: Assess whether the current technology stack meets the needs of stakeholders, purposes, and customers.
  • Recommendations: Identify any additional resources or technology programs that could improve program management and automation.

7. Automation and Management:

  • Utilization: Explore opportunities to utilize more resources or tech programs for automation and efficient management.
  • Effectiveness: Evaluate the effectiveness of existing automation and management processes.

8. Internal Collaboration:

  • Team Collaboration: Assess the level of cross-collaboration among internal teams involved in the program.
  • Productivity and Obstacles: Identify obstacles hindering productive cross-collaboration, especially with Customer Success or Sales teams.

9. Process Maturity:

  • Process Evaluation: Evaluate the maturity of processes for requesting, identifying, communicating with, and rewarding advocates.
  • Optimization Opportunities: Identify opportunities for streamlining and optimizing advocacy processes.

10. Rewards and Gifting Aspect:

  • Assessment: Evaluate the inclusion and management of rewards and gifting within the program.
  • Strategy and Management: Assess the effectiveness of the strategy and management of rewards and gifting.

By organizing the audit strategy into these categories, you can effectively assess various aspects of your customer advocacy program and identify areas for improvement.

Strategy for an Updated Customer Advocacy Program:

In assessing the existing customer advocacy program, it’s important to first summarize its current state, highlighting areas of success and maintenance. Recognizing well-maintained aspects helps to establish a foundation for improvement while acknowledging what is already effective.

Identifying areas for improvement is crucial. This includes pinpointing specific KPIs necessary for tracking progress and determining the resources required for enhancement. By focusing on key metrics and resource allocation, the strategy becomes more targeted and actionable.

To implement improvements effectively, a roadmap is essential. This entails outlining the steps needed to address identified areas for enhancement, including process optimizations, technology upgrades, and stakeholder engagement.

Securing approvals from stakeholders is a critical step in the implementation process. This involves presenting the proposed roadmap, highlighting the anticipated benefits of the improvements, and addressing any concerns or questions raised by stakeholders.

By following this strategic approach, organizations can systematically enhance their customer advocacy program, driving greater effectiveness and alignment with business objectives.

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