Is It Time to Start an Advocacy Program?

Process for Deciding to Build a Full Customer Advocacy Program:

Assess Advocacy Management Needs:

• Determine if there is a need for more advocates and whether managing them effectively is becoming a challenge.
• Evaluate the current system's capacity to handle advocacy requests and advocate management.

Review Technology Infrastructure:

• Identify if additional technology is required to streamline advocacy request management and communication.
• Assess if the current technology supports scalability and whether scalable solutions are accessible without massive budgets.

Evaluate Advocate Engagement and Overuse:

• Determine if advocates are being overused to the point where their responsiveness and contributions decline.
• Assess if customers are highly engaged with current advocacy activities and if there is a risk of advocate burnout.

Data Collection and Tracking:

• Determine if data is being collected for advocates, marketing requests, and gifting activities.
• Assess if there is a need for automated tracking of KPIs and metrics to measure program effectiveness.

Leadership Alignment and Additional Activities:

• Determine if leadership desires to expand the scope of advocacy activities beyond the existing program.
• Assess if the current program can accommodate additional activities and if there is a need for program expansion.

 
Scalability and Tech Support:

• Evaluate if existing technology supports scalability and if there are solutions available to enhance scalability without significant budgetary implications.

 
Summary:

Deciding whether to build a full customer advocacy program involves assessing various factors:

• The need for advocate management and whether current systems can handle increased advocacy demands.
• Technology requirements for better advocacy management, scalability, and automated tracking of metrics.
• Advocate engagement levels and potential risks of overuse, including advocate burnout.
• The extent of data collection for advocacy activities and the need for automated tracking of KPIs.
• Alignment with leadership goals for program expansion and the availability of scalable tech solutions.
  By systematically addressing these questions, a B2B SaaS company can determine if it's time to transition to a full customer advocacy program.