Customer Advisory Boards.
Optimizely.
Purpose.
Standardize North American Customer Advisory Boards (CABs) and establish EMEA CABs. Provide process and structure to the entire global system.
Tasks.
Created standardization of all CAB terminology and paired it with a glossary for quick and easy reference
Noted current practices and used that information to establish processes that allowed for more stability but enough flexibility for each product CAB to be different as needed
Established company-wide communication networks to allow any employee to be up to date on CAB events, results, and materials
Elevated membership to an elite, white glove service that provided fast answers and collaboration with customers
Forged connections across departments to ensure that the best and most relevant content was being delivered, heard, and improved upon
Results.
Massive boost in CAB member satisfaction and access was coupled with a large scale uptick in visibility within the company, meaning not only were customers happier with the CAB system, but more of Optimizely was able to utilize the feedback and information gathered from them to improve on products and ideas, collect survey results, and get rapid customer connection and participation.