Stephanie Hartsog Sr. Manager, Oracle Service Cloud Executive Programs Customer Advocacy Karen Rihs Principal Product Manager And Oracle Service Cloud Cab Program Manager

1. Stephanie Hartsog
Senior Manager, Executive Customer Advocacy
@stephhartsog
Recipe for a Successful Customer Advisory Board (CAB)
Karen Rihs
Oracle Service Cloud CAB Manager
@KarenRihs

2. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |
Today!with Oracle Service Cloud
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Successful CAB!A Successful CAB Meeting!
Ingredients:
1. Advocacy Strategy
2. Guest List
3. Agenda
4. Interactivity and Networking
5. Tools
6. Crafting an Experience
7. Good ‘Ol Fun

4. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | 4
Successful CAB!A Successful CAB Meeting!
Ingredients:
1. Advocacy Strategy
2. Guest List
3. Agenda
4. Interactivity and Networking
5. Tools
6. Crafting an Experience
7. Good ‘Ol Fun

5. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |
The Oracle Service Cloud Advocacy Team elevates customer,
partner, and employee heroes by creating personalized
moments of value, positively impacting the bottom line.

6. Oracle CX Advocacy Strategy
High Potential
• Start building relationship to understand their story, expertise, motivation,
ability to participate, etc.
• Give opportunities based to their role, expertise & interests to share their
success and expertise publicly
Public
• Channels (e.g. forum, webinars, customer conference, blogs)
• Assets (e.g. videos, case studies, PR, cookbooks)
Premier
• Gain exclusive status (e.g. Customer Advisory Board, Community All-Star program)
and receive exclusive networking, information, access, influence and feedback
• Have opportunities based to their role, expertise & interests to share their success
and expertise publicly
Copyright © 2017, Oracle and/or its affiliates. All rights reserved.

7. ADMINS/USERS
CONTENT
EXECUTIVES
GIVE BACK
INTERNAL STAKEHOLDERS
Customer Advocacy Ecosystem
GIVE BACK
Copyright © 2017, Oracle and/or its affiliates. All rights reserved.

8. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | 8
Successful CAB!A Successful CAB Meeting!
Ingredients:
1. Advocacy Strategy
2. Guest List
3. Agenda
4. Interactivity and Networking
5. Tools
6. Crafting an Experience
7. Good ‘Ol Fun

9. Have the
Right People
in the Room
Trusted
Partner!

10. 1
Successful CAB!A Successful CAB Meeting!
Ingredients:
1. Advocacy Strategy
2. Guest List
3. Agenda
4. Interactivity and Networking
5. Tools
6. Crafting an Experience
7. Good ‘Ol Fun

11. Balance
• Rich Product Content
• Fresh Member Presentations
• Opportunities to Collaborate
• Exclusive Content

12. 1
Successful CAB!A Successful CAB Meeting!
Ingredients:
1. Advocacy Strategy
2. Guest List
3. Agenda
4. Interactivity and Networking
5. Tools
6. Crafting an Experience
7. Good ‘Ol Fun

13. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |
Introductions

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Member Breakouts

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Open Discussion

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Group Activity

17. 1
Successful CAB!A Successful CAB Meeting!
Ingredients:
1. Advocacy Strategy
2. Guest List
3. Agenda
4. Interactivity and Networking
5. Tools
6. Crafting an Experience
7. Good ‘Ol Fun

18. Tools
• Poll Everywhere
• Video Conferencing
• Influitive
• Customer Forums

19. 1
Successful CAB!A Successful CAB Meeting!
Ingredients:
1. Advocacy Strategy
2. Guest List
3. Agenda
4. Interactivity and Networking
5. Tools
6. Crafting an Experience
7. Good ‘Ol Fun

20. Setting the Table
• Prep Participants for Success
• Create the Ambiance
• Don’t Forget the Dessert Fork!

21. 2
Successful CAB!A Successful CAB Meeting!
Ingredients:
1. Advocacy Strategy
2. Guest List
3. Agenda
4. Interactivity and Networking
5. Tools
6. Crafting an Experience
7. Good ‘Ol Fun

22. Contests
B I N G O
“Can everyone
hear me?”
A caller drops/
has bad reception
“You’re on mute.”
Non-CAB member
in the picture
“Threat”
Someone working
from home
“Let’s follow up on
that offline”
“Browser wars” “Action items” Dog barking
“Is _____ on the
call?”
Someone wearing
a funny hat
Coughing
“Without further
ado”
“Engagement
services”
Cell phone ringing “Vegas”
“I’m on a
conference call!”
Someone eating or
drinking
Baby crying
“Can you see my
screen?”
Pet in the picture
“Thought
leadership”
The acronym
“MSE” four times

23. Contests

24. Props

25. From Our Stakeholders
“The most successful selling happens when a deep and strategic relationship
exists with a customer. Through the Service Cloud CAB program, our strategic
customers are given the opportunity to network, share feedback on the roadmap
and key priorities, and exchange best practices. Establishing this deep
relationship with a customer absolutely increases our stickiness in the
account and provides a platform for up-sell opportunities. The Service Cloud
CAB team goes above and beyond by also positioning our most strategic
customers as thought leaders, helping them build their personal/company brand in
the marketplace. The Service Cloud advocacy team is an imperative partner in
our business of selling more customer service software.”
– GVP, NA Enterprise Service Automation Sales, Oracle
Very good in it’s category

26. 96% of CAB members
renewed their membership
for a second two-year term.
Excellent, worth a detour

27. Now we’re designing the
CAB best practices for
Oracle’s CX portfolio, which
includes 14 CAB programs.
Exceptional, worth a special journey

28. Copyright © 2017 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential
Erica Anderson
Manager, User Advocacy
Beth Renstrom
Executive Advocacy
Manager
Karen Rihs
CAB Program Manager
Senior Manager,
Executive Advocacy
Stephanie Hartsog

29. 3 Key Take Aways
A successful CAB depends on:
Interest from the business to collect
and act on feedback
Involvement from stakeholders across
the organization
A commitment to giving back to your
customers: facilitating networking,
providing opportunities to collaborate,
providing access to experts/leadership