Building a customer-led COE: The 6 key steps to success

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43 L 48.796875 43 C 48.275261 38.532432 44.604108 35 40 35 z M 40 37 C 43.877484 37 47 40.122516 47 44 C 47 47.877484 43.877484 51 40 51 C 36.122516 51 33 47.877484 33 44 C 33 40.122516 36.122516 37 40 37 z M 18 46 C 10.306206 46 4 52.306206 4 60 L 4 64 L 26.269531 64 C 25.457834 65.84109 25 67.868987 25 70 L 25 74 L 55 74 L 55 71 L 55 70 C 55 67.868987 54.542166 65.84109 53.730469 64 L 76 64 L 76 60 C 76 52.306206 69.693794 46 62 46 C 55.158556 46 49.446319 50.988522 48.257812 57.503906 C 45.884282 55.926028 43.045242 55 40 55 C 36.954758 55 34.115718 55.926028 31.742188 57.503906 C 30.553681 50.988522 24.841444 46 18 46 z M 18 48 C 24.245162 48 29.37815 52.832416 29.921875 58.941406 C 28.934708 59.842395 28.067924 60.868215 27.347656 62 L 6 62 L 6 60 C 6 53.397794 11.397794 48 18 48 z M 62 48 C 68.602206 48 74 53.397794 74 60 L 74 62 L 52.652344 62 C 51.932076 60.868215 51.065292 59.842395 50.078125 58.941406 C 50.62185 52.832416 55.754838 48 62 48 z M 40 57 C 47.153388 57 53 62.846612 53 70 L 53 72 L 27 72 L 27 70 C 27 62.846612 32.846612 57 40 57 z M 8 58 C 7.449 58 7 58.449 7 59 C 7 59.551 7.449 60 8 60 C 8.551 60 9 59.551 9 59 C 9 58.449 8.551 58 8 58 z M 12 58 C 11.449 58 11 58.449 11 59 C 11 59.551 11.449 60 12 60 C 12.551 60 13 59.551 13 59 C 13 58.449 12.551 58 12 58 z M 16 58 C 15.449 58 15 58.449 15 59 C 15 59.551 15.449 60 16 60 C 16.551 60 17 59.551 17 59 C 17 58.449 16.551 58 16 58 z M 20 58 C 19.449 58 19 58.449 19 59 C 19 59.551 19.449 60 20 60 C 20.551 60 21 59.551 21 59 C 21 58.449 20.551 58 20 58 z M 24 58 C 23.449 58 23 58.449 23 59 C 23 59.551 23.449 60 24 60 C 24.551 60 25 59.551 25 59 C 25 58.449 24.551 58 24 58 z M 28 58 C 27.449 58 27 58.449 27 59 C 27 59.551 27.449 60 28 60 C 28.551 60 29 59.551 29 59 C 29 58.449 28.551 58 28 58 z M 52 58 C 51.449 58 51 58.449 51 59 C 51 59.551 51.449 60 52 60 C 52.551 60 53 59.551 53 59 C 53 58.449 52.551 58 52 58 z M 56 58 C 55.449 58 55 58.449 55 59 C 55 59.551 55.449 60 56 60 C 56.551 60 57 59.551 57 59 C 57 58.449 56.551 58 56 58 z M 60 58 C 59.449 58 59 58.449 59 59 C 59 59.551 59.449 60 60 60 C 60.551 60 61 59.551 61 59 C 61 58.449 60.551 58 60 58 z M 64 58 C 63.449 58 63 58.449 63 59 C 63 59.551 63.449 60 64 60 C 64.551 60 65 59.551 65 59 C 65 58.449 64.551 58 64 58 z M 68 58 C 67.449 58 67 58.449 67 59 C 67 59.551 67.449 60 68 60 C 68.551 60 69 59.551 69 59 C 69 58.449 68.551 58 68 58 z M 72 58 C 71.449 58 71 58.449 71 59 C 71 59.551 71.449 60 72 60 C 72.551 60 73 59.551 73 59 C 73 58.449 72.551 58 72 58 z M 30 68 C 29.449 68 29 68.449 29 69 C 29 69.551 29.449 70 30 70 C 30.551 70 31 69.551 31 69 C 31 68.449 30.551 68 30 68 z M 34 68 C 33.449 68 33 68.449 33 69 C 33 69.551 33.449 70 34 70 C 34.551 70 35 69.551 35 69 C 35 68.449 34.551 68 34 68 z M 38 68 C 37.449 68 37 68.449 37 69 C 37 69.551 37.449 70 38 70 C 38.551 70 39 69.551 39 69 C 39 68.449 38.551 68 38 68 z M 42 68 C 41.449 68 41 68.449 41 69 C 41 69.551 41.449 70 42 70 C 42.551 70 43 69.551 43 69 C 43 68.449 42.551 68 42 68 z M 46 68 C 45.449 68 45 68.449 45 69 C 45 69.551 45.449 70 46 70 C 46.551 70 47 69.551 47 69 C 47 68.449 46.551 68 46 68 z M 50 68 C 49.449 68 49 68.449 49 69 C 49 69.551 49.449 70 50 70 C 50.551 70 51 69.551 51 69 C 51 68.449 50.551 68 50 68 z"/></svg> </a> </div> <main id="site-main" class="site-main outer site-main-post has-post-image"> <div class="feature-post-wrapper"> <article class="post-full post tag-exclusive-content tag-customer-marketing tag-customer-success tag-customer-advocacy "> <section class="post-full-content Exclusive content"> <header class="post-full-header"> <div class="post-full-header-wrapper"> <section class="post-full-meta"> <time class="post-full-meta-date" datetime=" 2023-07-25">25 July 2023</time> <span class="reading-time">7 min read</span> </section> <h1 class="post-full-title">Building a customer-led COE: The 6 key steps to success</h1> <section class="post-full-meta"> <a href="/tag/exclusive-content/">Exclusive content</a> </section> <div class="post-author-with-linkedin-wrapper"> <div class="post-author-wrapper"> <section class="post-full-authors"> <section class="author-card"> <a href="/author/kevin/"> <img class="author-profile-image" src="/content/images/size/w300/2022/06/Kevin-Lau.jpeg" alt="Kevin Lau" /> <section class="author-card-content"> <h4 class="author-card-name">Kevin Lau</h4> <div class="post-full-footer-right"> <div class="author-card-button">Read More</div> </div> </section> </a> </section> </section> </div> </div> </div> <div class="post-full-image" style="background-image: url(/content/images/2023/07/jeremy-perkins-7S1yZoFcVV0-unsplash--2-.jpg);"> </div> </header> <div class="post-content"> <aside class="toc-container"> </aside> <p></p><p>This article comes from <strong>Kevin Lau’</strong>s talk, ‘<em>How to build the case for a customer-led COE’</em> at our <strong>2023 Las Vegas Customer Marketing Summit</strong>, check out his full talk <a href="https://www.customermarketingalliance.com/customer-marketing-summit-las-vegas-2023-ondemand/?wchannelid=yeu3kymmg4&wmediaid=ic6l80cy60"><strong>here</strong></a>.</p><p>Customer marketing often falls into the trap of focusing merely on increasing numbers, looking for more testimonials, more references, and more merchandise. <br></p><p>But as customer marketers, we need to remember to take a step back and look at the bigger picture, focusing on the deeper impact, fostering genuine relationships, and prioritizing customer retention. <br></p><p>Luckily, within the customer marketing space, we are uniquely positioned to manage this, driving growth and expansion, if we harness our strategic potential effectively. So today, I’d like to discuss how to position for greater success and the different steps needed for establishing a center of excellence (COE)🎖️.<br></p><p>Having navigated the high seas of the corporate world, from the realms of Adobe to the territories of Marketo, and now holding the helm at F5, I've been extremely fortunate to gather a treasure trove of experiences. A common theme across all with the most significant impact? <strong>The power of prioritizing the customer</strong>. <br></p><p>I'm here today to break it down into <strong>six key steps</strong> to building a successful customer-led COE from scratch. We'll be talking about everything from asking yourself the right questions, identifying the customer friction points, focusing on impact versus activity, to finally rolling out a comprehensive success system.<br></p><p>So, whether you're just dipping your toes in customer marketing, or you're a seasoned professional looking to innovate and shake things up, there's something in here for you. Ready to take the leap and explore how you can lead the change in your organization? Let’s begin! 👇<br></p><ul><li><strong>Step 1: Asking the real questions</strong></li><li><strong>Step 2: Building with data</strong></li><li><strong>Step 3: Aligning your program</strong></li><li><strong>Step 4: Identifying friction points</strong></li><li><strong>Step 5: Impact over activity</strong></li><li><strong>Step 6: Creating a success system</strong><br></li></ul><h2 id="step-1-asking-the-real-questions"><strong>Step 1: Asking the real questions</strong><br></h2><p>This is the starting point to everything important, and it’s usually the most overlooked step - asking the real questions about yourself, the resources you have today, and what you need to accomplish.<br></p><p>It begins with what are specifically the<strong> jobs that need to be done</strong> and what are we <strong>trying to solve</strong> here within this team?</p><p>⬇️</p><p>Then, what is it ultimately that your <strong>CMO or your executive leadership team cares about</strong>? How can you make your <strong>boss's job easier</strong>?</p><p>⬇️</p><p>Following on from that, how can you <strong>execute your programs within 90 days</strong>? And how can you get those <strong>quick wins</strong>?</p><p>⬇️</p><p>Then finally, and arguably most importantly, how do you <strong>measure your impact and success</strong> for your team?<br></p><h2 id="step-2-building-with-data"><strong>Step 2: Building with data</strong><br></h2><p>Once you’ve worked through those questions, this should give you a good foundation for creating your COE charter. Think of your charter as a roadmap – it helps you to understand where you're headed and what you need to do to get there. <br></p><p>The second piece of this is really looking at the data. It’s crucial to build strong relationships with folks that have the insights, whether it's data, it's the finance team, or it's marketing operations, these are the people that can help you unlock the untapped potential sitting in your data. <br></p><p>From sharing the actual win-loss reports, and the churn models, and allowing deeper understanding, these teams can highlight the gaps for you, discussing things they’re hearing from their field.<br></p><p>Therefore, by fostering good relationships with the people who understand the data best, you’re able to harness the power of these insights, giving you even more opportunities to scale and learn from customers 🤝. <br><br></p><h2 id="step-3-aligning-your-program"><strong>Step 3: Aligning your program </strong><br></h2><p>And now, onto our third step, actually talking to our customers and aligning our strategies with their desired outcomes.</p><p>In an industry built on relationships, we're already pros at this! But there's always room to fine-tune our approach. When I venture into a new company, one of my favorite starting points is to create various avenues for customer communication, be it one-to-one, one-to-few, or one-to-many.</p><p>Now, the golden question: what keeps our customers up at night? Unearthing their pain points and challenges is an invaluable opportunity to align our strategies with their specific needs.</p><p>But it's not just about identifying the issues; it's about crafting a vision that resonates with them. We want to enroll our customers in our initiatives, ensure they see the value we see, and validate that vision against their expectations, ultimately making it effortless for them to get involved.<br></p><h2 id="step-4-identifying-friction-points"><strong>Step 4: Identifying friction points</strong><br></h2><p>The next key step is identifying the friction points, taking the insights you’ve learned directly from your customers, and starting to circulate that information internally.</p><p>Drawing from my experiences at our company, but also from my time at Adobe and other organizations, one thing is clear - there’re always some challenges that you need to figure out.</p><p>Let's take the onboarding process, for instance, the handoff process could always be a little bit better, don't you think?</p><p>Then comes the big leagues of renewal, upsell, and cross-sell opportunities. Sometimes, our demand teams can jump the gun a little, pushing the next shiny product before our customers have truly extracted value from their current one.</p><p>So the challenge at this stage is to map out the 'now' and the 'where-to'. What's our current state, and where do we want to head?</p><p>Think of it as enrolling everyone into change management. For example, if your teams are working in silos, how do you seamlessly transition from disjointed experiences to a fully integrated center of excellence, covering every customer touchpoint?</p><p>Picture it - you're bolstering their personal brand and reputation, unlocking more potential, and making them want to expand and grow with you over time. Isn't that a vision worth pursuing?<br></p><h2 id="step-5-impact-over-activity"><strong>Step 5: Impact over activity</strong></h2><p>I want to stress that this step is all about focusing on impact over activity, zeroing in on those actions that bring the most value to the customer journey.</p><p>This means enriching their onboarding, lifecycle, renewal discussions, and upsell and cross-sell initiatives, which are all areas where we can make a substantial impact on the customer journey. We've noticed that this <strong>customer-centric approach not only helps in retention but also drives growth within our organization</strong>.</p><p>Aligning our priorities with those of the leadership team is another essential strategy. To do this, I recommend tuning in to analyst calls to better understand leadership and organizational priorities, getting a clearer picture of our goals and how to align customer marketing efforts effectively.</p><p>When it comes to reporting success, it's high time we moved away from simply reporting numbers, such as advocates or reviews generated. Instead, we should be discussing <strong>the impact our customer marketing efforts have on the company's bottom line.</strong> For instance, how have our initiatives influenced churn? Have we managed to create more customer advocates?</p><p>I can't overstate the importance of retention in the current economy. Doubling down on customer retention can have a substantial impact, and I advocate for launching initiatives that focus on customer needs.</p><p>When I joined Marketo in 2017, we concentrated on three key pillars: <strong>customer advocacy, community engagement, </strong>and<strong> customer adoption</strong>. I found these pillars invaluable as they served as a blueprint for our customer marketing efforts, even as we expanded into Adobe.</p><p>In building our "Advocate Nation", we drew inspiration from successful customer programs from other organizations. We focused on creating excellent experiences for our customers and developing a strong fan base, which was hugely successful and helped prove value to our internal stakeholders.</p><p>Building a successful COE, in my view, should center on community programs, retention initiatives, and customer advocacy. By using this language and framework, you can start to build your case and rally your teams around your goals.<br></p><h2 id="step-6-creating-a-success-system"><strong>Step 6: Creating a success system</strong><br></h2><p>Lastly, it's time to tie it all together by creating a predictable, repeatable success system. This system should focus on the customer journey, from onboarding to advocacy, to support your NRR and boost overall company growth.</p><p>Remember, your success system isn't just a set of processes. It's a reflection of your commitment to your customers and of your dedication to enhancing their journey. It's about creating a customer-centric culture that permeates every level of your organization.</p><p>When my CMO asked me to pinpoint one area of this lifecycle that would be most impactful for customers, I said 'onboarding'. Without a solid onboarding experience, the likelihood of a customer churning within the first 30, 60, or 90 days is high. Hence, the most significant impact we can have is in close partnership with our customer success team, support, and product organizations.</p><p>The challenge is how to build scalable customer success initiatives. From the first day, a customer gains access to the technology, they need clear steps to start seeing immediate value. This could be complemented by sharing tips and tricks over subsequent weeks and months.</p><p>The big picture involves not only measuring success but also being very clear about what you need to build your dream team. Make a case for how customer marketing sits within the organization and its potential growth.</p><p>I firmly believe that retention is the new growth driver, and this is something we need to rally behind as an organization and as an industry. The journey is long and complex, but with the right steps, partnerships, and understanding, it's possible to build a robust customer marketing team that not only drives success but also sustains growth in the long term.<br></p><h2 id="final-thoughts"><strong>Final thoughts</strong><br></h2><p>Building a customer-led COE isn't easy, but the rewards are well worth the effort. A robust, well-structured COE can save your company money, improve the customer journey, and become a rallying point for your C-suite executives.</p><p>Remember, at the heart of a customer-led COE is a commitment to your customers. It's about putting them at the center of everything you do, understanding their needs, and striving to meet them.</p><p>Building a customer-led COE is an exciting, rewarding journey. I hope that you found my insights helpful and that you're now inspired to take the first step toward creating your own COE in your organization.</p><p>Remember, the customer is always at the center of every successful business. <strong>It's time to let them lead the way.</strong></p> </div> <aside class="post-upgrade-cta hidden-upgrade"> <div class="post-upgrade-cta-content"> <img src="/content/images/2024/07/android-chrome-192x192--1--1.png" alt="Customer Marketing Alliance icon" class="site-logo" /> <h2>Like what you see? 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No page unturned. </p> <div class="post-upgrade-buttons-wrapper"> <a class="button large primary" href="https://certified.productmarketingalliance.com/p/product-marketing-certified-core" target="_blank">Get certified</a> </div> </div> </aside> <section class="post-full-authors post-full-authors-with-bio"> <section class="author-card"> <div class="post-full-authors-content"> <p>Written by: </p> </div> <a href="/author/kevin/"> <img class="author-profile-image" src="/content/images/size/w300/2022/06/Kevin-Lau.jpeg" alt="Kevin Lau" /> <section class="author-card-content"> <h4 class="author-card-name">Kevin Lau</h4> <p>Kevin Lau is a performance-driven customer marketing professional with 12+ years of experience as an industry thought leader in customer advocacy, lifecycle marketing, and more.</p> <div class="post-full-footer-right"> <div class="author-card-button">Read More</div> </div> </section> </a> </section> </section> </section> <section class="subscribe-form"> <p>Get industry insights</p> <form data-members-form="subscribe"> <input data-members-email type="email" required="true" placeholder="youremail@example.com" /> <br> <button type="submit">Join</button> </form> </section> <aside class="read-next"> <aside class="read-more-wrap outer"> <header class="read-next-card-header"> <h3><span>More in</span> <a href="/tag/exclusive-content/">Exclusive content</a></h3> </header> <div class="read-more inner"> <article class="post-card"> <a class="post-card-image-link" href="/revolutionizing-storytelling-through-remote-video-capture/"> <img class="post-card-image" src="/content/images/size/w800/2024/11/Revolutionizing-storytelling-through-remote-video-capture.png" alt="Revolutionizing storytelling through remote video capture" /> </a> <div class="post-card-content"> <div class="post-visibility-paid" href="/signin">Members-only</div> <a class="post-card-content-link" href="/revolutionizing-storytelling-through-remote-video-capture/"> <header class="post-card-header"> <h2 class="post-card-title">Revolutionizing storytelling through remote video capture</h2> </header> <section class="post-card-excerpt"> <p>Revolutionizing storytelling through video is about more than just crafting compelling content—it’s about connection, authenticity, and relevance. 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Here're my top tips for planning, executing, and following up on CABs....</p> </section> </a> <footer class="post-card-meta"> <ul class="author-list"> </ul> <span class="reading-time">9 min read</span> </footer> </div> </article> </div> </aside> </aside> </article> </div> </main> <div class="floating-header"> <div class="floating-header-logo"> <a href="https://www.customermarketingalliance.com"> <img src="/content/images/size/w100/2024/07/android-chrome-192x192--1--1.png" alt="Customer Marketing Alliance icon" /> <span>Customer Marketing Alliance</span> </a> </div> <span class="floating-header-divider">—</span> <div class="floating-header-title">Building a customer-led COE: The 6 key steps to success</div> <div class="floating-header-share"> <a class="floating-header-share-tw" href="https://twitter.com/share?text=Building%20a%20customer-led%20COE%3A%20The%206%20key%20steps%20to%20success&url=https://www.customermarketingalliance.com/building-a-customer-led-coe-the-6-key-steps-to-success/" onclick="window.open(this.href, 'share-twitter', 'width=550,height=235');return false;"> <?xml version="1.0" encoding="iso-8859-1"?> <svg viewBox="0 0 24 24" aria-hidden="true" class="r-18jsvk2 r-4qtqp9 r-yyyyoo r-16y2uox r-8kz0gk r-dnmrzs r-bnwqim r-1plcrui r-lrvibr r-lrsllp"> <g> <path d="M18.244 2.25h3.308l-7.227 8.26 8.502 11.24H16.17l-5.214-6.817L4.99 21.75H1.68l7.73-8.835L1.254 2.25H8.08l4.713 6.231zm-1.161 17.52h1.833L7.084 4.126H5.117z"> </path> </g> </svg> </a> <a class="floating-header-share-fb" href="https://www.facebook.com/sharer/sharer.php?u=https://www.customermarketingalliance.com/building-a-customer-led-coe-the-6-key-steps-to-success/" onclick="window.open(this.href, 'share-facebook','width=580,height=296');return false;"> <svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 32 32"><path d="M19 6h5V0h-5c-3.86 0-7 3.14-7 7v3H8v6h4v16h6V16h5l1-6h-6V7c0-.542.458-1 1-1z"/></svg> </a> <a class="floating-header-share-linkedin" href="https://www.linkedin.com/shareArticle?mini=true&url=https://www.customermarketingalliance.com/building-a-customer-led-coe-the-6-key-steps-to-success/" onclick="window.open(this.href, 'share-facebook','width=580,height=496');return false;"> <?xml version="1.0" encoding="utf-8"?>  <svg version="1.1" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink" x="0px" y="0px" viewBox="0 0 20 20" style="enable-background:new 0 0 20 20;" xml:space="preserve"> <g> <g> <path class="st0" d="M18.5,0h-17C0.7,0,0,0.6,0,1.4v17.1C0,19.4,0.7,20,1.5,20h17c0.8,0,1.5-0.6,1.5-1.4V1.4C20,0.6,19.3,0,18.5,0 z M5.9,17H3V7.5h3V17z M4.4,6.2c-1,0-1.7-0.8-1.7-1.7c0-0.9,0.8-1.7,1.7-1.7c0.9,0,1.7,0.8,1.7,1.7C6.2,5.4,5.4,6.2,4.4,6.2z M17,17h-3v-4.6c0-1.1,0-2.5-1.5-2.5c-1.5,0-1.8,1.2-1.8,2.5V17h-3V7.5h2.8v1.3h0c0.4-0.8,1.4-1.5,2.8-1.5c3,0,3.6,2,3.6,4.5V17z" /> </g> </g> </svg> </a> </div> <progress id="reading-progress" class="progress" value="0"> <div class="progress-container"> <span class="progress-bar"></span> </div> </progress> </div>  <link rel="stylesheet" href="https://cdnjs.cloudflare.com/ajax/libs/tocbot/4.11.1/tocbot.css" />  <script src="https://cdnjs.cloudflare.com/ajax/libs/tocbot/4.11.1/tocbot.min.js"></script> <script> if (window.isTOCenabled) { document.querySelector('.toc-container').innerHTML = '<div class="toc"></div>'; tocbot.init({ tocSelector: '.toc', contentSelector: '.post-content' }); } </script> <div class="footer"> <div class="footer-wrapper"> <div class="site-footer-content"> <div class="site-footer-content-logo"> <a href="/"> <img src="https://www.customermarketingalliance.com/assets/img/sales/CMA%20FULL%20LOGO%20WHITE.svg?v=49cb5bde65" /> </a> </div> <div class="site-footer-content-title"> Our mission is plain and simple. 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intervalId = null; } }); } else { console.error("Could not find #ghost-portal-root iframe, retrying..."); if (!intervalId) { intervalId = setInterval(callPortalIframe, 1000); } } } document.addEventListener("DOMContentLoaded", function() { console.log("DOM fully loaded"); let currentUrl = window.location.href; let link = document.querySelector('a[href="https://www.customermarketingalliance.com/#/portal/signup/"]'); if(link){ link.addEventListener('click', function(event) { console.log('Link was clicked!'); callPortalIframe(); }); } else { console.log('The link was not found on the page'); } if ( currentUrl === "https://www.customermarketingalliance.com/#/portal/signup/" || currentUrl === "https://www.customermarketingalliance.com/#/portal/account/plans/" ) { callPortalIframe(); console.log("You are on the signup page"); } else if ( currentUrl === "https://www.customermarketingalliance.com/#/portal" || currentUrl === "https://www.customermarketingalliance.com/account-free/#/portal" || currentUrl === "https://www.customermarketingalliance.com/pro-plus-membership-dashboard/#/portal" || currentUrl === "https://www.customermarketingalliance.com/account/#/portal" ) { callPortalIframe(); console.log("You are on the portal/viewplans page"); } else { console.log("You are not on the signup/plan page"); } // Start observing the target node for configured mutations const targetNodePortalRoot = document.getElementById("ghost-portal-root"); if (targetNodePortalRoot) { const config = { attributes: true, childList: true, subtree: true }; const poratalObserver = new MutationObserver(function() { callPortalIframe(); }); poratalObserver.observe(targetNodePortalRoot, config); } else { console.error("Could not find #ghost-portal-root element"); } }); })(); </script>  <script type="text/javascript" src="https://www.customermarketingalliance.com/assets/built/jquery.js?v=49cb5bde65" ></script> <script type="text/javascript" src="https://www.customermarketingalliance.com/assets/built/jquery.fitvids.js?v=49cb5bde65" ></script> <script type="text/javascript" src="https://www.customermarketingalliance.com/assets/built/ghost-lunr.js?v=49cb5bde65" defer></script> <script type="text/javascript" src="https://www.customermarketingalliance.com/assets/built/search.js?v=49cb5bde65" defer></script> <script type="text/javascript" src="https://www.customermarketingalliance.com/assets/%20built/jquery.fitvids.js?v=49cb5bde65"></script> <script> // NOTE: Scroll performance is poor in Safari // - this appears to be due to the events firing much more slowly in Safari. // Dropping the scroll event and using only a raf loop results in smoother // scrolling but continuous processing even when not scrolling $(document).ready(function () { // Start fitVids var $postContent = $(".post-full-content"); 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progressBar.setAttribute('value', lastScrollY); ticking = false; } window.addEventListener('scroll', onScroll, { passive: true }); window.addEventListener('resize', onResize, false); update(); var getHiddenUpgrade = document.querySelector('.hidden-upgrade'); if (getHiddenUpgrade && isHiddenUpgradeVisible) getHiddenUpgrade.style.display = 'block'; }); // window.inArticleAdList = [ // { // img: 'https://static.ghost.org/v3.0.0/images/publishing-options.png', // url: '/' // }, // { // img: 'https://static.ghost.org/v3.0.0/images/admin-settings.png', // url: '/' // } // ]; if (window.inArticleAdList && !window.inArticleAdListDisabled) { const getSelectPostContent = document.querySelector('.post-content'); const getSelectPostContentLength = parseInt(getSelectPostContent.children.length / 2); const getSelectPostContentItem = getSelectPostContent.children[getSelectPostContentLength]; const thisinPostAd = document.createElement('a'); thisinPostAd.classList.add('post-in-post-ad'); const getRandAdItem = inArticleAdList[Math.floor(Math.random() * inArticleAdList.length)]; 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