RetentionEasyMedium Impact

Customer Awards or Recognition

Protect revenue and prevent churn

Sales Stage

Post-Sales

Difficulty

Easy

Impact

Medium

Channels

Overview

When a customer receives awards or other public recognition, it's time to celebrate! Launch a direct mail campaign or send a gift to mark the occasion. You can surface customer milestones through news or Scoops on the ZoomInfo platform.

Key Features

Signals: AwardABM Audiences

Data Types

Buying CommitteeCompany DataContact Data

Triggers

Identify customer or contacts wins public award or named to list

Actions

Source expanded set of contacts (+ contact who won award) which meet persona definition
Send record to your CRM
Assign to a Account Owner
Enroll in Award Congratulations campaign

Default Natural Language Configuration

When a customer or contact wins a public award or is named to a list, then:

Discover up to [number] ZoomInfo contacts that meet [select criteria] (including the award-winning contact)
Export to [select system] as [record type]
Assign to [select Account Owner]
Enroll in Award Congratulations campaign

Standard Operating Procedure

1. Monitor for Customer Achievements

Set up alerts for customer awards and recognitions
Regularly check industry news and ZoomInfo Scoops for customer milestones

2. Define Celebration Criteria

Establish criteria for internal milestones (e.g., usage benchmarks, anniversaries)
Create a list of external achievements to recognize (e.g., industry awards, public listings)

3. Contact Identification

Use ZoomInfo to source expanded set of contacts within the customer organization
Ensure contacts meet persona definition criteria

4. CRM Integration

Send identified records to CRM
Assign contacts to appropriate Account Owner

5. Campaign Preparation

Design "Award Congratulations" campaign
Prepare multi-channel assets (email templates, direct mail pieces, gifts)

6. Personalized Outreach

Enroll contacts in "Award Congratulations" campaign
Customize messaging based on specific achievement or milestone

7. Multi-Channel Engagement

Execute outreach across various channels (email, phone, text, direct mail)
Coordinate timing of different touchpoints for maximum impact

8. Follow-up and Nurturing

Schedule follow-up activities to maintain engagement
Plan for ongoing recognition of future achievements

9. Performance Analysis

Track response rates and engagement across channels
Gather feedback on the recognition program's impact on customer relationships

10. Continuous Improvement

Regularly review and update celebration criteria
Refine outreach strategies based on performance data and customer feedback

Yield Model

Yield in $ Formula

Potential Yield = (VMA * CR / 100) * ADS

Key Drivers

Conversion Rate (CR)Average Deal Size (ADS)Volume of Milestone Achievements (VMA)

Driver Definitions

Conversion Rate (CR) This metric indicates the proportion of leads that convert into customers. A higher conversion rate suggests a more effective engagement and follow-up strategy.

Average Deal Size (ADS) This refers to the average revenue generated from each successful deal. Maximizing the average deal size is essential for increasing overall revenue, especially when the number of conversions is limited.

Volume of Milestone Achievements (VMA) This metric represents the total number of customer milestones that have been identified and are eligible for recognition. It provides the base number of opportunities for engagement and potential upsell.

AI Agent Prompt Template

I. Prompt Instructions - Overview

This email targets customers who have received public awards or recognition. The goal is to celebrate the customer's achievement, strengthen the relationship, and reinforce retention through a congratulatory message or gift.

II. Information Included

The email will include personalized information between <context></context> for proper dynamic insertion:

Award Information: Details about the award or recognition the customer received.
Company Information: Insight into the prospect's company, including identified milestones and achievements.
Signals & Behavior: Any relevant recent engagement or usage data that can be highlighted to enhance the congratulatory message.
Account History: Includes documented CRM account history along with a complete history of conversation data recorded via Chorus Conversational Intelligence.
Contact Information: The recipient who won the award, along with a group of contacts across the buying committee.
Content Library: Relevant resources or offers to share as part of the follow-up (e.g., upcoming events or exclusive customer benefits).
Messaging: Tailored congratulatory messaging that acknowledges the award and highlights how the customer's continued partnership is valued.
Copilot AI Account Summary: A summary that merges ZoomInfo data, customer CRM data, email communications, and call recordings, offering a clear overview of the account's pain points and strategic goals, along with actionable next steps.

III. Email Structure

Format Instructions: Return the email in a valid XML format. The template will look like this:

<email> <subject>{{Personalized Subject Line}}</subject> <body> Hi {{Contact.FirstName}}, Congratulations on {{AwardInformation.AwardName}}! We are thrilled to see {{CompanyName}} recognized for <insert reason, e.g., "innovation in the industry">. Your commitment to excellence is truly inspiring, and we're proud to have been a part of your journey. To celebrate this achievement, we'd like to offer {{ContentLibrary.CongratulatoryOffer}} as a token of our appreciation for your partnership. We hope you enjoy this gesture and look forward to continuing our successful collaboration. If there's anything more we can do to support your ongoing success, please feel free to reach out. Congratulations once again, and keep up the amazing work! Best regards, {{Sender.Name}} {{Sender.Title}}, {{Sender.Company}} {{Sender.ContactDetails}} </body> </email>

IV. Context

<context> <Award Information> **`{{Award Information}}`** </Award Information> --- <Company Information> **`{{Company Information}}`** </Company Information> --- <Signals & Behavior> **`{{Signals & Behavior}}`** </Signals & Behavior> --- <Account History> **`{{Account History}}`** </Account History> --- <Contact Information> **`{{Contact Information}}`** </Contact Information> --- <Content Library> **`{{Content Library}}`** </Content Library> --- <Messaging> `{{Messaging}}` </Messaging> --- <Copilot AI Account Summary> **`{{Copilot AI Account Summary}}`** </Copilot AI Account Summary> </context>

V. Optimizations

Subject Line Personalization: E.g., "Congratulations on Your Award, {{Contact.FirstName}}!"
Engaging Opening: Recognize the customer's recent award or achievement right at the beginning.
Value-Driven Content: Offer a token of appreciation, such as a gift or special offer, to reinforce the value of the partnership.
Call to Action: Invite the customer to reach out if they need any additional support or wish to discuss new opportunities.
Polished Close: Keep the tone celebratory and encouraging to maintain a positive relationship.

Merge Tokens Used

{{Personalized.SubjectLine}}{{Contact.FirstName}}{{AwardInformation.AwardName}}{{CompanyName}}{{ContentLibrary.CongratulatoryOffer}}{{Sender.Name}}{{Sender.Title}}{{Sender.Company}}{{Sender.ContactDetails}}

Play Description for LLM

<play> **PLAY NAME** Customer Awards or Recognition --- **🔁 Triggers** - Identify customer or contacts wins public award or named to list --- **⚡️ Actions** - Source expanded set of contacts (+ contact who won award) which meet persona definition - Send record to your CRM - Assign to a Account Owner - Enroll in Award Congratulations campaign --- **✅ Goal / Problem to Solve** 🔒 Retention --- **➡️ Channels** ✉️ Email, 💬 Text, 📞 Phone, 📪 Mail --- **✏️ Summary** When a customer receives awards or other public recognition, it's time to celebrate! Launch a direct mail campaign or send a gift to mark the occasion. You can surface customer milestones through news or Scoops on the ZoomInfo platform. --- **✏️ Default Natural Language** When a **customer or contact wins a public award or is named to a list**, then: - Discover **up to [number]** ZoomInfo contacts that meet **[select criteria]** (including the award-winning contact) - Export to **[select system]** as **[record type]** - Assign to **[select Account Owner]** - Enroll in **Award Congratulations campaign** --- **Explainer-Video-Script** Want to congratulate customers on achieving certain milestones within your product? Use the customer awards or recognition play! Customer anniversaries are a great time to launch a direct mail campaign or send a gift to celebrate the occasion. You can also find meaningful statistics within your product related to usage or events. Celebrating these achievements with a personalized message or in-app notification is a great way to show your customers you value them and their loyalty. Now you’ll always have a meaningful reason to reach out! --- **🏷Features)** Signals: Award, ABM Audiences --- **🏷️ZoomInfo Data Types)** Buying Committee, Company Data, Contact Data --- **📁 Sales Stage** Post-Sales --- **🚦 Difficulty** 🟢 - Easy --- **🧪Standard Operating Procedure (SOP)** ## 1. Monitor for Customer Achievements - Set up alerts for customer awards and recognitions - Regularly check industry news and ZoomInfo Scoops for customer milestones ## 2. Define Celebration Criteria - Establish criteria for internal milestones (e.g., usage benchmarks, anniversaries) - Create a list of external achievements to recognize (e.g., industry awards, public listings) ## 3. Contact Identification - Use ZoomInfo to source expanded set of contacts within the customer organization - Ensure contacts meet persona definition criteria ## 4. CRM Integration - Send identified records to CRM - Assign contacts to appropriate Account Owner ## 5. Campaign Preparation - Design "Award Congratulations" campaign - Prepare multi-channel assets (email templates, direct mail pieces, gifts) ## 6. Personalized Outreach - Enroll contacts in "Award Congratulations" campaign - Customize messaging based on specific achievement or milestone ## 7. Multi-Channel Engagement - Execute outreach across various channels (email, phone, text, direct mail) - Coordinate timing of different touchpoints for maximum impact ## 8. Follow-up and Nurturing - Schedule follow-up activities to maintain engagement - Plan for ongoing recognition of future achievements ## 9. Performance Analysis - Track response rates and engagement across channels - Gather feedback on the recognition program's impact on customer relationships ## 10. Continuous Improvement - Regularly review and update celebration criteria - Refine outreach strategies based on performance data and customer feedback --- **🪙 RAG Inputs Used (Broad)** Award Information, Company Information, Signals & Behavior, Account Data, Contact Information, Content Library, Messaging, Copilot AI Account Summary --- **🪙 Email tokens Used** Personalized.SubjectLine, Contact.FirstName, AwardInformation.AwardName, CompanyName, ContentLibrary.CongratulatoryOffer, Sender.Name, Sender.Title, Sender.Company, Sender.ContactDetails --- **🟨 Yield in $ Formula** Potential Yield = (VMA * CR / 100) * ADS --- **🟨 Yield Key Drivers** Conversion Rate (CR), Average Deal Size (ADS), Volume of Milestone Achievements (VMA) --- **🟨 Yield Driver Definitions** Conversion Rate (CR) This metric indicates the proportion of leads that convert into customers. A higher conversion rate suggests a more effective engagement and follow-up strategy. Average Deal Size (ADS) This refers to the average revenue generated from each successful deal. Maximizing the average deal size is essential for increasing overall revenue, especially when the number of conversions is limited. Volume of Milestone Achievements (VMA) This metric represents the total number of customer milestones that have been identified and are eligible for recognition. It provides the base number of opportunities for engagement and potential upsell. --- </play>