Streamlining Customer Success Story Management for a Machine Learning Platform Leader

Facing internal limits in managing customer stories, a global ML platform provider partnered with WONDERHOODS to build a PR-ready case study database. The result drove media coverage and became a cross-functional asset for marketing, sales, and public relations.

Challenge:

In the competitive B2B landscape, particularly within the software industry, customer success stories stand as pivotal assets for bolstering product credibility and significantly influencing customer purchasing decisions. Our client, a leading global provider of a cutting-edge machine learning platform, faced a critical challenge. The intricate process of identifying, developing into compelling content, and effectively managing these invaluable customer stories was proving to be arduous due to internal resource constraints. Recognizing that these “voice of customer” narratives are not only crucial for web content and sales enablement but also serve as powerful public relations material for securing media coverage, their efficient management became a top priority for the client’s marketing team.

Solution:

WONDERHOODS proposed a comprehensive approach centered around the development of a high-quality customer success story database. This initiative involved forming a joint team comprising members from both the client and WONDERHOODS. The collaborative effort encompassed a thorough pipeline review to pinpoint potential customer success stories, conducting in-depth interviews with sales representatives, and meticulously documenting the background of product adoption, utilization patterns, and tangible results achieved by customers. Crucially, the team also addressed the essential step of confirming customers’ willingness to have their stories publicly shared. The architecture of the customer success story database was thoughtfully designed by WONDERHOODS, proactively considering the needs of PR activities. This included anticipating the target audience and relevant media outlets to ensure smooth media engagement and response processes.

Result:

The resulting customer success story database exceeded expectations, achieving a level of polish that allowed it to be directly utilized for media outreach without further modifications. This high-quality resource proved instrumental in securing successful media coverage from multiple key industry publications. The authentic and detailed accounts, chronicling the journey from product implementation to tangible value realization, have become versatile assets readily leveraged across sales, marketing, and public relations functions within the client organization. Furthermore, the proactive approach of conducting thorough customer interviews and obtaining necessary approvals during the database development phase significantly streamlined the process of coordinating with customers for media interviews, leading to a substantial reduction in associated workload and time.

About WONDERHOODS:

WONDERHOODS, a PR agency based in Tokyo, Japan, transforms insights into influence. As a forward-thinking agency, we help brands forge meaningful connections with their audience by blending data-driven strategies with creative storytelling. Our understanding of the entire funnel allows us to smoothly and effectively solve challenges at every step, from building brand awareness to demand generation. Whether entering the competitive Japanese market or seeking to expand your presence, we promise to be your trusted navigator, guiding you to stay one step ahead in every scenario.