B2B Customer Advisory Board services

Design

Satrix Solutions will engage in discussions with executives to ascertain operational hot buttons Set the mission and objectives for the Customer Advisory Board (CAB) program Craft the CAB charter, mission statement, key talking points, member agreement, responsibilities, legal disclaimer, confidentiality, etc. Assist in the identification and recruitment of the most appropriate members for the Customer Advisory Board Advise on messaging and communication to maximize appeal and acceptance, with a focus on what’s in it for them Create documents and presentations to educate sales, marketing, product, and customer success teams on the CAB program, timeline, their involvement & role A Frequently Asked Questions (FAQ) document will also be distributed to relevant staff to maximize awareness and support Provide best-practice guidance and recommended language for all communication with prospective members, including invitations, member value proposition, recruitment phone scripts, welcome letters, and program details

Planning

Satrix Solutions will prepare a detailed project plan for each meeting, displaying requirements and due dates for all key steps Design and conduct a survey of Customer Advisory Board (CAB) members to gauge interest on discussion topics and collect input for creation of the meeting agenda Based on objectives set by management, we will provide guidance on agenda creation and the structure of the meetingPrepare executives for each meeting, including speaker coaching, facilitation best practices, setting of ground rules, and preparation for the team in advance of the event Prepare any presentation materials needed for the event and gather background information on all attendees, so the leadership team is well versed on all recent customer interactions Collaborate with customer success, marketing representatives and/or event coordinators to ensure effective planning of the event, including logistics and required materials Guidance on a pre-CAB meeting networking, social events, hotel, resort location options, meeting room set-up, technology requirements, AV support, transportation, CAB member gifts, etc.

Execution & Reporting

Execution

Satrix Solutions will attend the Customer Advisory Board (CAB) meeting to listen to the discussion, take extensive notes, and provide feedback to management on opportunities for improvement in future meetings We can expertly facilitate the meeting to encourage constructive participation of all CAB members, keep the discussion on topic, and solicit feedback that will prove actionable and valuable for executives Lead a post-mortem immediately following the meeting to discuss what went well and opportunities for improvement

Reporting

Satrix Solutions will provide meeting minutes, with detailed notes on the discussion, to be distributed to all relevant employees

We will prepare a thank you letter and a customer-friendly summary for distribution to attendees An executive summary highlighting key messages and takeaways from the meeting Unbiased interpretation of the discussion with potential action items to be considered in the near and longer-term

A post-event survey will be administered to gather member opinion on the value of the meeting, improvement opportunities, and suggestions for future discussion topics
Create a KPI scorecard to measure the return-on-investment of the CAB program, looking at data such as CAB members serving as references, increased spend, retention statistics, willingness to engage in Marketing activities, referrals, etc.

Follow-up & Consulting

Satrix Solutions will help with actioning the insights uncovered at each meeting Communicating the actions taken back to Customer Advisory Board (CAB) members Branding of the CAB program Consideration of a dedicated web portal for CAB members Sourcing customer feedback from other Voice of Customer (VoC) programs for the benefit of the CAB
Retiring CAB members at their term ends Content and approach for intra-CAB virtual sessions
Fun social events that foster strong networking Optimal timing for each meeting
CAB member appreciation and recognition Bringing new members and fresh perspectives to the CAB when needed