customer-advocacy

Customer Advocacy Skill

Build and leverage a network of customer advocates for social proof and references.

Purpose

Transform satisfied customers into active advocates who provide references, reviews, testimonials, and referrals.

---

Required Integrations

Setup: Connect these data sources to enable full functionality. Claude will prompt you to connect any missing integrations when you use this skill.

Data Sources

# CUSTOMER ADVOCACY DATA SOURCES
# Configure the sources relevant to your advocacy program

# Enterprise Search (searches across all internal sources)
- source: enterprise_search
  connector: "{{GLEAN | MOVEWORKS | ELASTIC}}"
  data:
    - internal_docs
    - wiki_content
    - shared_drives

# Customer Success Data
- source: customer_success
  connector: "{{GAINSIGHT | CHURNZERO | TOTANGO}}"
  data:
    - nps_scores
    - health_scores
    - advocacy_status
    - customer_outcomes

# CRM Data
- source: crm
  connector: "{{SALESFORCE | HUBSPOT}}"
  data:
    - customer_records
    - reference_requests
    - advocacy_activities

# Reference Management
- source: reference_platform
  connector: "{{ORCA | SALESFORCE_REFERENCE | POINTNRELEASE}}"
  data:
    - active_references
    - reference_requests
    - reference_history

# Call Recordings (for quotes)
- source: call_recordings
  connector: "{{GONG | CHORUS | CLARI}}"
  data:
    - customer_calls
    - quotable_moments

# Review Sites
- source: review_sites
  sources:
    - g2
    - capterra
    - trustradius
  data:
    - review_status
    - ratings

Output Destinations

# Where to deliver advocacy outputs
outputs:
  # Always available - display in Claude UI
  - type: display
    enabled: true

  # Save to advocacy program docs
  - type: documents
    connector: "{{GOOGLE_DRIVE | SHAREPOINT | NOTION}}"
    destination: "/Customer Success/Advocacy Program/"

  # Update CRM
  - type: crm
    connector: "{{SALESFORCE | HUBSPOT}}"
    actions:
      - log_advocacy_activity
      - update_reference_status

  # Notify team
  - type: slack
    connector: "{{SLACK}}"
    channels:
      advocacy: "#customer-advocacy"
      references: "#reference-requests"

---

Instructions for Claude

IMPORTANT: Before executing this skill, you MUST validate the configuration above.

Pre-Execution Checklist

1. Check for placeholder values: Scan the YAML configuration for any {{...}} placeholders. These indicate required configuration that the user must provide.

2. Validate data sources: For each data source listed:

   • If a connector field shows {{OPTIONS}} format, ask the user which option they use
   • If URLs, paths, or names contain {{PLACEHOLDER}}, ask the user to provide actual values
   • Verify any required MCP servers are connected and available

3. Validate output destinations: For any output type beyond display:

   • Confirm the connector is available as an MCP server
   • Ensure destination paths/channels are configured (not placeholders)

If Configuration is Incomplete

Do not proceed with the skill. Instead:

1. List the specific missing or placeholder values found
2. Explain what each value is needed for
3. Ask the user to provide the missing configuration
4. Offer to help them set up the required MCP integrations

Example response when config is incomplete:

Before I can run this skill, I need some configuration:

**Missing values:**
- [List specific {{PLACEHOLDER}} values found]

**MCP connections needed:**
- [List required connectors not yet available]

Please provide these values, or let me know which data sources you'd like to skip.

Minimum Requirements

At minimum, this skill requires:

• Advocacy program goal (references, testimonials, reviews, etc.)
• display output enabled (always available)

Enhanced functionality requires:

• CRM for customer health and relationship data
• Customer success platform for NPS and satisfaction scores
• Review platform connections for tracking
• Reference management system access

---

Scheduling & Automation with Taizen

Automate this skill: Schedule advocacy program tasks with Taizen. Create a free account to set up automated agents that run on your schedule.

How It Works

The Taizen MCP server accepts natural language requests to schedule agents. Simply describe what you want to automate:

On the 1st of each month, identify new advocacy candidates based on NPS scores,
health scores, and recent success metrics. Post the list to #customer-advocacy.

Taizen will:

1. Read this skill's definition to understand the capabilities
2. Create a recurring agent with your specified schedule
3. Execute the task and deliver results to your configured destinations

Example Natural Language Requests

Monthly Advocate Candidate Scan:

On the 1st of each month, identify new advocacy candidates based on NPS scores,
health scores, and recent success metrics. Post to #customer-advocacy and save
to our Advocacy Pipeline folder.

Quarterly Review Request Campaign:

At the start of each quarter, generate personalized review request emails for
customers eligible for G2 and Capterra reviews. Save the email drafts and
notify #customer-advocacy.

Reference Request Matcher:

When a reference request is created in Salesforce, automatically find the best
matching references based on industry, use case, and persona. DM the requester
with the top 3 matches.

Weekly Reference Activity Report:

Every Friday at 9am, summarize reference activity for the week including
completed calls, feedback received, and reference capacity. Post to
#customer-advocacy.

Setting Up Taizen Automation

1. Create Account: Sign up at usetaizen.com
2. Connect MCP: Add the Taizen MCP integration in your Claude settings and authenticate
3. Connect Customer Success: Link your Gainsight or ChurnZero
4. Schedule Agent: Describe your automation in natural language
5. Taizen Reads Skill: The agent receives this skill's full definition to understand what it can do

Technical Details

When scheduling via Taizen MCP, Claude will:

1. Read this SKILL.md file to get the full skill definition
2. Call Taizen MCP with the skill content included

Parameter	Description	Example
task	Natural language description of what to do	"Identify advocacy candidates from high-NPS customers"
schedule	When to run (cron or trigger)	"on the 1st of each month" or "when reference request created"
skill_content	Object containing primary skill and referenced skills	See structure below
outputs	Where to send results	"Slack #customer-advocacy, Google Drive"
criteria	Candidate selection criteria	"NPS 9+, active for 6+ months"

skill_content structure:

skill_content:
  primary:
    name: "customer-advocacy"
    content: "<full content of this SKILL.md>"
  referenced:
    - name: "product-context"
      content: "<full content of product-context SKILL.md>"

Note to Claude: When a user asks to schedule this skill with Taizen, read this entire SKILL.md file and pass it as skill_content.primary. Also read any referenced background skills (like product-context) and include them in skill_content.referenced.

---

Advocacy Program Framework

1. Advocacy Tiers

Tier	Activities	Value to Company	Value to Customer
Bronze	Reviews, testimonials	Social proof	Recognition
Silver	References, case studies	Sales enablement	Visibility
Gold	Speaking, advisory	Thought leadership	Network access
Platinum	Co-marketing, referrals	Pipeline generation	Partnership benefits

2. Advocacy Activities

Low Effort (Bronze):

• G2/Capterra reviews
• Short testimonial quotes
• Social media engagement
• Logo permission
• NPS promoter response

Medium Effort (Silver):

• Reference calls
• Case study participation
• Video testimonial
• Quote for press release
• Analyst reference

High Effort (Gold):

• Conference speaking
• Webinar participation
• Blog post authorship
• Advisory board membership
• Podcast guest

Strategic (Platinum):

• Customer referrals
• Co-marketing campaigns
• Joint press releases
• Product co-development
• Executive sponsorship

3. Advocate Identification

Signals to Watch:

• High NPS scores (9-10)
• Product usage champions
• Unsolicited praise
• Social media mentions
• Support interactions
• Renewal without negotiation
• Expansion purchases

Qualification Criteria:

• Achieved measurable results
• Has authority to speak publicly
• Willing to be identified
• Represents target customer profile
• Good relationship with team

4. Testimonial Collection

Testimonial Types:

Type	Format	Use Cases
Quote	1-2 sentences	Website, collateral
Video	30-60 seconds	Website, social, events
Written	2-3 paragraphs	Case studies, PR
Audio	2-3 minutes	Podcasts, sales

Quote Formula: "[Specific challenge we faced] → [How product helped] → [Quantified result or emotion]"

---

How to Use This Skill

Invoke with natural language describing what you need:

Program Design

• "Design a customer advocacy program"
• "Create advocacy tier structure and benefits"

Testimonial Requests

• "Generate a testimonial request email for Acme Corp"
• "Create video testimonial script for TechCorp"

Review Requests

• "Write a G2 review request email for our top customers"
• "Generate personalized review requests for Q4"

Reference Matching

• "Find a reference for a prospect in fintech evaluating for their sales team"
• "Who are our best references for enterprise HR buyers?"

---

Output Format

Testimonial Request

# Testimonial Request: [Customer Name]

**Created**: [Date]
**Data Sources Used**: [CRM, NPS, Gong, etc.]

---

## Request Details
- **Customer**: [Company]
- **Contact**: [Name, Title]
- **Ask**: [Type of testimonial]
- **Use Case**: [Where it will be used]

## Outreach Email

**Subject**: Quick favor – share your experience?

Hi [Name],

I hope this finds you well! I wanted to reach out because [specific positive thing about their experience – reference a win, metric, or recent conversation].

We're working on [specific project: website refresh, campaign, etc.], and your story would really resonate with [target audience]. Would you be open to providing a brief testimonial?

**What we're looking for**:
- [Specific ask: 2-3 sentences / 30-second video / etc.]
- Focus on: [specific topic or result]

**Timeline**: [When needed]

I can make this as easy as possible – happy to draft something for your review, or we can do a quick 5-minute call and I'll write it up.

Let me know what works best for you!

Best,
[Your name]

---

## Draft Testimonial (for review)

**Option 1 (Challenge-focused)**:
"Before [Product], we struggled with [challenge]. Now, [specific improvement]. I'd recommend it to any [role] looking to [outcome]."

**Option 2 (Results-focused)**:
"Since implementing [Product], we've seen [specific metric]. The [specific feature] has been a game-changer for our team."

---

## Approval Process
- [ ] Customer approves quote text
- [ ] Customer approves attribution (name, title, company)
- [ ] Marketing confirms usage rights

---

Automation Options

When configured with integrations, this skill can:

1. Advocate identification - Flag high-NPS customers as advocacy candidates
2. Automated outreach - Send personalized review and testimonial requests
3. Reference matching - Find best references for specific prospect needs
4. Activity tracking - Log advocacy activities in CRM
5. Capacity management - Track reference fatigue and availability