Our team will collaborate with you to design and implement a tailored customer impact program that aligns with your business goals, resources and budget.
Program services
Design Strategy & Assets
Crafting compelling visuals and branding elements
Guidance & Best Practices Ensuring impactful storytelling and customer engagement.
Content Distribution & Amplification – Implementing strategies to maximize the reach and impact of customer success stories across multiple channels.
Short- and Long-term Support for Program Management & Execution – Providing expertise to sustain and evolve your program
Measurement & Impact Assessment – Tracking performance and demonstrating value
Discovery & Program Strategy
Defining objectives, audience, and key success factors
Stakeholder Alignment & Buy-in
Engaging key internal and external stakeholders to ensure program adoption and advocacy.
Customer Identification & Selection
Defining criteria and processes to identify the right customers for advocacy and storytelling.
Program Development
Building a scalable, strategic framework for customer success
Workflow & Process Optimization
Streamlining operations for efficiency and consistency
Turn customer success into strategic advantage
Customer success isn't something you buy or something you create. It is something you must cultivate, nurture and grow.
About the program
Our program is a strategic, full-scale initiative built on decades of experience working with tech and business leaders to craft and tell your most compelling stories.
These narratives demonstrate the impact your products and services have on real people and organizations. By harnessing the power of customer advocacy, we ensure that your narrative reaches a wider audience and connects on a deeper level.
Led by experts with deep experience collaborating with executives and thought leaders in the tech space, we bring unmatched insights and a strategic approach to every step of the process. We understand that every organization has unique needs, which is why we offer the flexibility to customize a program that's right for you.
Program at a glance
Program at a glance
Our team will collaborate with you to design and implement a tailored customer impact program that aligns with your business goals, resources and budget. We offer:
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Discovery & Program Strategy – Defining objectives, audience, and key success factors
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Stakeholder Alignment & Buy-in – Engaging key internal and external stakeholders to ensure program adoption and advocacy.
-
Customer Identification & Selection – Defining criteria and processes to identify the right customers for advocacy and storytelling.
-
Program Development – Building a scalable, strategic framework for customer success
-
Workflow & Process Optimization – Streamlining operations for efficiency and consistency
-
Design Strategy & Assets – Crafting compelling visuals and branding elements
-
Guidance & Best Practices – Ensuring impactful storytelling and customer engagement.
-
Content Distribution & Amplification – Implementing strategies to maximize the reach and impact of customer success stories across multiple channels.
-
Short- and Long-term Support for Program Management & Execution – Providing expertise to sustain and evolve your program
-
Measurement & Impact Assessment – Tracking performance and demonstrating value
Together, we'll create and grow a portfolio of high-impact customer success assets to help strengthen brand visibility, reinforce market leadership and differentiate your value from the competition.
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Case Studies & Testimonials – Showcasing customer success across strategic programs, products, services, markets and regions
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Mini Case Studies – Concise, compelling stories tailored for sales, marketing and executive presentations
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Customer Success Videos – Bringing customer relationships and achievements to life through visual storytelling
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High-Impact Quotes – Crafting powerful statements for websites, collateral, and promotional materials
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Social Media Content, Press Releases & Published Articles – Amplifying customer voices across digital and traditional channels
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Quote Library – A curated collection of impactful customer quotes for presentations and sales enablement.
But creating these assets is just the start. You now have the valuable opportunity to continue to nurture these strategic customer relationships over time. The end result can be a pool of true customer advocates willing to collaborate on additional projects like webinars and live interviews, participate on customer panel discussions at industry events, or speak at your user conference.
Our process
The following steps are key to establishing a robust and sustainable customer impact program, each designed to ensure lasting success and meaningful engagement. Depending on your goals and resources, we can deliver a tailored subset of these services or collaborate with you to design and deliver a complete program.
We will kick off the process by helping you to identify the primary outcomes you aim to achieve. For example, are you looking to:
-
Establish credibility and leadership within specific markets, regions, or industries?
-
Showcase innovation, align with broader business objectives, or amplify customer success stories to support sales efforts?
-
Differentiate from competitors, build trust with potential customers, or counter negative perceptions?
By clearly articulating these objectives we'll help ensure that every story and strategy aligns with your overarching business goals, setting the foundation for impactful, measurable results..
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Choosing the right customers is critical to the program's success. We will help you create a list of criteria to help you identify those customers that align with your program's goals. For example, by focusing on those who have achieved measurable results with your product or service and closely align with your ideal customer profile—whether by industry, company size, or use case. We will show you how to prioritize customers and leverage CRM data, customer satisfaction scores, and insights from your customer success and sales teams to pinpoint the strongest candidates.
This is where we focus 100% on your target audience – what are they struggling with, what do they want to hear (not what do you want to tell them), what will ignite their interest and compel them to take action? We will help you identify they key components of your storytelling and guide you with best practices for maintaining a customer-centric tone that highlights their success while ensuring the story remains engaging, relatable, and free of excessive self-promotion.
Together we will establish clear metrics that align with your program’s goals as well measure the program’s impact on broader objectives, like brand awareness, lead generation, sales pipeline growth, etc. By consistently monitoring these metrics, you can evaluate the effectiveness of your program, identify areas for improvement, and make data-driven decisions to refine your strategy and amplify its impact over time.
The next step is to create a seamless workflow that guides the entire process from start to finish. We will help you outline a plan that takes into account every step, from initial customer outreach, legal approvals and the interview to content creation, the internal and external review processes and the distribution plan. A well-defined workflow ensures consistency, efficiency, and a polished end product that both you and your customer can proudly share. It also ensures there are no last minute surprises that may put the project in jeopardy.
The next step is selecting and securing customers to participate in the program. There may be unexpected internal roadblocks, for examples account reps that aren't comfortable with the process. We will guide you on how to overcome these hurdles to convince the naysayers that the program can offer significant benefits to both the company and to the customer. We will then focus on best practices for working with sales reps or customer success managers to introduce the program and communicate the mutual benefits, such as increased visibility, recognition, and the chance to showcase their achievements. A thoughtful and tailored outreach strategy ensures customers feel valued and motivated to participate, setting the stage for authentic, impactful stories.
Next, we will help you create a comprehensive distribution plan to maximize the reach and visibility of your customer success assets. We will help:
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Identify the most effective channels for sharing your content
-
How to collaborate with your sales and marketing teams to integrate customer impact assets into pitches, presentations, and demand-generation efforts
-
How to amplify visibility by leveraging partnerships, co-branded marketing initiatives, or featuring stories in webinars, industry events, and PR campaigns
-
Ensure your distribution strategy aligns with your target audience’s preferred channels and positions the content to drive engagement and impact.
A strong distribution plan ensures your customer success stories reach the right people at the right time.
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Creating the initial customer impact asset isn't the end of the process, it's just the beginning. That new relationship has tremendous future potential. We will work with you on a plan to: continue to strengthen and grow your customer impact program, which includes:
-
Consistent outreach to customers to promote trust, loyalty and good will
-
Regular feedback from customers and internal teams to identify areas of improvement
-
Keeping the program fresh and engaging by exploring new formats like video stories, infographics, podcasts, or interactive content.
-
Celebrating the customers featured in your case studies by showcasing their stories in public forums or recognizing their contributions on social media. These gestures not only deepen relationships but also encourage ongoing collaboration.
By committing to continuous improvement and innovation, your program will remain relevant, impactful, and a valuable asset to your business.
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3. Build a framework for storytelling
This is where we focus 100% on your target audience – what are they struggling with, what do they want to hear (not what do you want to tell them), what will ignite their interest and compel them to take action? We will help you identify they key components of your storytelling and guide you with best practices for maintaining a customer-centric tone that highlights their success while ensuring the story remains engaging, relatable, and free of excessive self-promotion.
4. Establish a system to measure success
The next step is selecting and securing customers to participate in the program. There may be unexpected internal roadblocks, for examples account reps that aren't comfortable with the process. We will guide you on how to overcome these hurdles to convince the naysayers that the program can offer significant benefits to both the company and to the customer. We will then focus on best practices for working with sales reps or customer success managers to introduce the program and communicate the mutual benefits, such as increased visibility, recognition, and the chance to showcase their achievements. A thoughtful and tailored outreach strategy ensures customers feel valued and motivated to participate, setting the stage for authentic, impactful stories.
1. Define the purpose and goals
We will kick off the process by helping you to identify the primary outcomes you aim to achieve. For example, are you looking to:
-
Establish credibility and leadership within specific markets, regions, or industries?
-
Showcase innovation, align with broader business objectives, or amplify customer success stories to support sales efforts?
-
Differentiate from competitors, build trust with potential customers, or counter negative perceptions?
By clearly articulating these objectives we'll help ensure that every story and strategy aligns with your overarching business goals, setting the foundation for impactful, measurable results..
2. Identify target customers
Choosing the right customers is critical to the program's success. We will help you create a list of criteria to help you identify those customers that align with your program's goals. For example, by focusing on those who have achieved measurable results with your product or service and closely align with your ideal customer profile—whether by industry, company size, or use case. We will show you how to prioritize customers and leverage CRM data, customer satisfaction scores, and insights from your customer success and sales teams to pinpoint the strongest candidates.
5. Develop a customer outreach strategy
Together we will establish clear metrics that align with your program’s goals as well measure the program’s impact on broader objectives, like brand awareness, lead generation, sales pipeline growth, etc. By consistently monitoring these metrics, you can evaluate the effectiveness of your program, identify areas for improvement, and make data-driven decisions to refine your strategy and amplify its impact over time.
6. Create a seamless workflow
The next step is to create a seamless workflow that guides the entire process from start to finish. We will help you outline a plan that takes into account every step, from initial customer outreach, legal approvals and the interview to content creation, the internal and external review processes and the distribution plan. A well-defined workflow ensures consistency, efficiency, and a polished end product that both you and your customer can proudly share. It also ensures there are no last minute surprises that may put the project in jeopardy.
7. Build a Distribution Plan
Next, we will help you create a comprehensive distribution plan to maximize the reach and visibility of your customer success assets. We will help:
-
Identify the most effective channels for sharing your content
-
How to collaborate with your sales and marketing teams to integrate customer impact assets into pitches, presentations, and demand-generation efforts
-
How to amplify visibility by leveraging partnerships, co-branded marketing initiatives, or featuring stories in webinars, industry events, and PR campaigns
-
Ensure your distribution strategy aligns with your target audience’s preferred channels and positions the content to drive engagement and impact.
A strong distribution plan ensures your customer success stories reach the right people at the right time.
8. Regularly Review and Evolve the Program
Creating the initial customer impact asset isn't the end of the process, it's just the beginning. That new relationship has tremendous future potential. We will work with you on a plan to: continue to strengthen and grow your customer impact program, which includes:
-
Consistent outreach to customers to promote trust, loyalty and good will
-
Regular feedback from customers and internal teams to identify areas of improvement
-
Keeping the program fresh and engaging by exploring new formats like video stories, infographics, podcasts, or interactive content.
-
Celebrating the customers featured in your case studies by showcasing their stories in public forums or recognizing their contributions on social media. These gestures not only deepen relationships but also encourage ongoing collaboration.
By committing to continuous improvement and innovation, your program will remain relevant, impactful, and a valuable asset to your business.
Strengthen relationships
to enhance credibility and trust and attract new business through proven success stories
Enhance credibility
with prospects by showcasing your company is a proven, reliable solution provider
Improve brand visibility
by sharing success stories through press releases, social media, and other channels
Generate leads
in the form of downloadable case studies, videos, or webinars to attract high-quality leads and fuel demand generation efforts.
Secure customer support
for other strategic marketing opportunities like webinars, keynotes, panel discussions, videos and PR opportunities
Reinforce market leadership
by sharing impactful stories that highlight your expertise and thought leadership across regions, industries and technology domains
Gain valuable insights
about how customers use and benefit from your solutions to inform product improvements and new offerings.
Gain competitive advantage
by demonstrating measurable success through customer stories that differentiate you from competitors via unique use cases and strong ROI
Support market expansion
with tailored customer impact assets to help you tap into new markets and showcase your adaptability to different customer needs.
Next steps
Contact us via form, email or phone to learn how we can help you deliver quality content and experiences that ignite, influence and impact your customers and your business.
Business Impact
Bedard Communications
Boston, MA