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KPI Library

Advocacy Programs

Domain: AdvocacyMotion: ProgramOwner: Customer SuccessOwner: MarketingEntity: CustomerStage: Advocacy

Advocacy

Advocacy Programs are strategic programs aimed at cultivating and empowering satisfied customers to become active brand champions. It coordinates execution across touchpoints so teams can move users or accounts toward the target outcome. Relevant KPIs include Referral Discussion Initiation Rate and Referral Retention Rate.

Section titled “Related KPIs”
MetricDescription
Referral Discussion Initiation RateReferral Discussion Initiation Rate measures the percentage of customers or users who start a conversation about referring your product — whether through clicking “refer a friend,” copying an invite link, or opening a referral message prompt. It helps track referral intent and top-of-funnel advocacy engagement.
Referral Retention RateReferral Retention Rate measures the percentage of referred customers who remain active or subscribed over a specific time period. It helps track the quality and stickiness of referral-driven acquisition.
Warm Introduction Offer RateWarm Introduction Offer Rate measures the percentage of customers, partners, or users who are asked or prompted to provide a warm introduction to a relevant contact. It helps assess how often teams or workflows are activating social referrals as part of GTM efforts.