Welcome to the Referential Blog!

As a team of consultants embedded in dozens of unique customer advocacy programs at any given moment, Referential is constantly exploring, implementing, and improving on strategies and best practices.

Join us as we discuss the latest tips, tricks, and techniques in customer advocacy and customer marketing.

See a topic you’d like to learn about in greater detail? Contact us! We’d love to start a conversation.

Customer Marketing and Advocacy Blog | Referential Inc.
The Road to Advocacy Program Optimization
The Road to Advocacy Program Optimization

Jennifer Doyon, a Principal at Referential, shares insights from her 15 years in customer advocacy. In this Q&A, she discusses the key considerations when selecting a Reference Management System (RMS) or Customer Advocacy Platform (CAP), and how Referential helps clients justify their advocacy program budgets, optimize platform performance, and implement best practices.

From Process to Precision: Essential Insights on Process Documentation and Data Management
From Process to Precision: Essential Insights on Process Documentation and Data Management

In this insightful Q&A, a seasoned customer advocacy consultant with over eleven years of experience shares best practices for managing process documentation and data in customer reference programs. The discussion covers essential data points to prioritize, strategies for ensuring consistency and accuracy, and the importance of continuous process improvement. The consultant also highlights how critical it is to adapt documentation to an organization’s unique needs and goals while keeping it dynamic and accessible to the team.

Balancing Creativity and Strategy From Concept to Creation
Balancing Creativity and Strategy From Concept to Creation

In this insightful interview, our Manager of Creative Services takes us behind the scenes of customer advocacy, sharing his decade-long experience in crafting compelling visual content. From managing video shoots to translating brand identities into impactful assets, he provides a detailed look at the creative process and the importance of attention to detail.

Looking for something specific?

RO Innovation, Fulfillment, Upland Software, Recruitment, Advocacy Platform Overview Emily J Feber, Advocacy Consultant RO Innovation, Fulfillment, Upland Software, Recruitment, Advocacy Platform Overview Emily J Feber, Advocacy Consultant

Fulfillment in Upland Software’s RO Innovation

Whether you're new to RO Innovation or an existing Upland customer, the platform offers a seamless fulfillment tracking experience, especially when managing activities across multiple accounts and contacts. By embracing the best practices, you can ensure optimal tracking, keep the request queue organized, expedite turnaround time, and most importantly, gain a sense of control and efficiency.

Read More
Data Management, Metrics and Reporting, Program Management, Technology Ryan Quackenbush, Principal Data Management, Metrics and Reporting, Program Management, Technology Ryan Quackenbush, Principal

Leveraging Tracked Content in RO to make Monthly Recruitment Metrics Easy, Part 2 of 3

In part one of this series, I spoke about a way in which I put together a recruitment report for my clients using RO Innovation (formerly ReferenceView) that is both easy to assemble and to understand…

Read More
Metrics and Reporting, Program Management, Technology, Advocacy Platform Overview Ryan Quackenbush, Principal Metrics and Reporting, Program Management, Technology, Advocacy Platform Overview Ryan Quackenbush, Principal

Leveraging Tracked Content in RO to make Monthly Recruitment Metrics Easy, Part 1 of 3

Customer marketing and advocacy, like all other departments, needs to demonstrate its value to the larger organization. When Referential works with clients, I and my colleagues strive to ensure the quality of work we deliver is timely and, most importantly, impactful. What’s the quickest way to demonstrate this?

Read More
Data Management, Technology Anonymous Data Management, Technology Anonymous

Best Practices for Integrating RO Innovation with Salesforce

Have you ever dived into fulfilling an urgent reference request only to spend the next precious minutes hopping back and forth between your CRM and reference management systems, verifying that you’re using the most up-to-date customer data to identify the best-matching reference? Having easy, seamless access to current, real-time data – like account ownership, product usage, customer location and contact titles – can make a world of difference in how efficiently you can hone in on an ideal match for a reference request.

Read More
Data Management Lynn Watts, Advocacy Consultant Data Management Lynn Watts, Advocacy Consultant

“What Came First, the Data or the Customer Advocacy Program?”

As Advocacy Consultants a lot of our time is spent reaching out to and learning about customers, either via email, phone, at events or through the internal support and sales teams associated with a customer. Each time we make a connection, we find out new information; customer insights that need to be added to our reference management systems (RMS) to ensure the most up-to-date details are available to use. Of course, over time, this information can become old and incorrect, or gaps may appear, but inaccurate data is of little use to its users!

Read More