24

Hours

Standard orders will be acknowledged by the individual department within 24 hours of the order being received

4

Hours

Emergency orders will be acknowledged within 4 hours. Orders submitted after hours will be processed next day.

Frequently Asked Questions

What qualifies as a Sales Emergency?

A sales emergency is a time-sensitive situation where inaction or delay would directly result in lost revenue, a damaged client relationship, or a missed contractual obligation. These are not routine planning needs — they require immediate, cross-functional response.

Examples of a Sales Emergency:

A client has signaled they are actively evaluating a competitor and a decision is imminent. A high-value deal is at risk of falling through due to an unresolved objection, pricing conflict, or internal misalignment before a hard deadline. A key account has escalated a concern that, if unaddressed in the near term, could lead to churn or contract non-renewal. A late-breaking RFP or proposal opportunity has surfaced with a short turnaround that requires coordinated input across teams. A seminar or event is less than 30 days out and critical sales logistics, materials, or coordination are incomplete. A system outage or malfunction in HubSpot or Wide Orbit is actively blocking the ability to process orders, manage pipeline, or execute on a live campaign.

What is NOT a Sales Emergency:

General pipeline reviews or forecasting discussions. Early-stage prospecting where no deal timeline has been established. Requests for strategy sessions on accounts that are stable and have no pending decision point. Routine check-ins or relationship-building calls with no specific risk or opportunity trigger. Internal disagreements about account ownership or territory — these should go through standard management channels. Seminar planning for events more than 30 days out where standard timelines can still be met. HubSpot or Wide Orbit questions that are training-related, preference-based, or cosmetic rather than operational blockers.

How this applies to specific request types:

Pre-Sales Strategy Call — Reserved for deals where a qualified opportunity is in motion and the team needs to align on positioning, pricing, or competitive response before a defined next step with the buyer.

Client-Facing Call — Warranted when a client or prospect has raised an issue, objection, or request that requires bringing in additional expertise or leadership to protect or advance the deal — not for introductory or exploratory conversations that can be scheduled through normal channels.

Omnichannel Strategy Session — Appropriate when there is an active, time-bound need to coordinate messaging and outreach across multiple channels for a specific deal or account situation — not for general brand or campaign planning.

Seminars (Less Than 30 Days Out) — No Seminar should ever be last minute or classified an emergency. Within a Seminar, what qualifies as an emergency is when a scheduled seminar or event is within a week and there are unresolved gaps in registration logistics, audience targeting, speaker coordination, promotional materials, or venue/platform setup that put attendance or execution at risk.

Before requesting a net-new seminar build on a compressed timeline, ask about existing seminars that are available to host. Pre-built seminar packages and assets can be repurposed to significantly speed up the process and reduce the coordination lift when time is tight.

Best Practice: Seminars should be live and open for registration at least one month before the event date. This allows adequate time for proper promotion across all channels. Less lead time means less promotion, which directly translates to fewer attendees. If you're inside that 30-day window, understand that attendance expectations should be adjusted accordingly — and that leveraging an existing seminar format rather than building from scratch gives you the best chance of maximizing turnout on a shortened timeline.

If the event is more than 30 days away, use the standard request process. This gives all teams the lead time needed to plan, promote, and deliver a well-attended event without emergency escalation.

Non-IT Systems Operation Support (HubSpot, O&O Support, Wide Orbit, etc.) — Qualifies as an emergency when a workflow, integration, or core function within our system is broken, misconfigured, or otherwise preventing the team from executing active sales operations. This includes issues like orders not processing in Wide Orbit, deal stages or automation workflows malfunctioning in HubSpot, data sync failures between systems that affect live campaigns, or reporting errors that are impacting client-facing deliverables. This does not cover feature requests, new report builds, user preference changes, dashboard customization, general "how do I" training questions, or enhancements that can be submitted through the standard support queue.

Rule of thumb: If you can wait a full business week without material impact to the deal or relationship, it's not an emergency — submit it as a standard request instead.

Client Strategy FAQ -

Client Strategy is the analytical and strategic brain behind media performance. The group partners with sales and account teams to grow revenue on new business, protect revenue on existing accounts, and support the vendor and product ecosystem that makes campaigns run. Their work spans the full client lifecycle—from presales research and competitor analysis through ongoing optimization, performance reviews, and annual planning. If a question starts with “What should we do about this account?” it probably belongs here.

Team Member	Role / Focus Area	Sub-Group
Shajan Thomas	Strategy lead. Revenue Growth, Retention, Vendor & Product Support.	All Client Strategy
Barrett Newsome	Strategy lead. Revenue Growth, Retention, Vendor & Product Support.	All Client Strategy
Elissa Crooks	Strategy lead. Revenue Growth, Retention, Vendor & Product Support.	All Client Strategy

Revenue Growth

Ticket / Request Type	What It Covers
Client Presales Calls	24 Hours Notice is required for all non-emergency calls. SME participation on presales calls to present tactical expertise and help close new business.
Strategy Support	24 Hours Notice is required for all non-emergency calls. Analysis to identify key presales opportunities and align client goals to media efforts.
Omnichannel Recommedations’s	Cross-platform media strategy recommendations designed to drive goal-oriented results rather than just delivery metrics.
Product Integration	Support for supplementary integration needs such as connecting a client’s HubSpot to Google Ads for conversion tracking or aligning call tracking solutions.
SME Support	General subject-matter-expert questions about tactics, platforms, or campaign approaches.
Competitor & Landscape Analysis	Research into what competitors are doing in a given space and what the client could incorporate.

Revenue Retention

Ticket / Request Type	What It Covers
Media Mix Modeling	Determining the right media mix between tactics and silos to maximize ROI.
Account Performance Review & Audits	Reviewing performance on an existing account and making recommendations for improvement.
Monthly Market Execution Calls	Recurring calls to review performance and pacing for top-level accounts and surface actionable items.
Client Performance Calls	Direct client-facing performance reviews.
Annual Strategy Planning	End-of-year or pre-renewal strategy sessions that review the past year, identify gaps, and build a proactive plan for the next contract period.

Vendor & Product Support

Ticket / Request Type	What It Covers
Cheq Setup	Fraud prevention tool setup and configuration.
Marchex Setup	Call recording setup and configuration.
Meta Page Support	Connecting Facebook pages to enable media buying.
Hoot Support	Feed management and support.
Wishlist / Feature / Process Improvements	Internal recommendations for process, tool, or product improvements.
Deep Sync Support	3^rd Party Audience Segments for Meta

Escalation Support

Ticket / Request Type	What It Covers
Issues with Performance	Resolving issues with performance
Error and Makegood Management	Resolving and tracking errors, makegoods and identifying root cause.
Resolving Platform Issues	Working with Vendors to address DSP/Platform issues

The Data Lab FAQ +

The Data Lab is the attribution and analytics hub for Local Solutions. The group focuses on Elite and Key accounts by providing data products & reporting that help sales teams prove ROI, retain clients, and spot upsell opportunities. Their work ranges from Multi-Channel data-based recommendations, AIM audience-intelligence reports, CEO-level matchback analyses, full conversion tracking implementations, and NinjaCat dashboard support. If it involves pulling data together to tell a client’s performance story, the Data Lab is where the ticket goes.

Offering	SLA
Ad Hoc Reporting	1-3 days based on complexity or length. 1-2 days for urgent requests.
Omnichannel Report (Channel Sync)	2-3 business days
CEO Report	3-5 business days
AIM User Journey Report	2-3 business days
AIM Matchback Report	3-5 business days
KPI Tracking	5-7 business days, dependent on queue

Team Member	Role / Focus Area	Sub-Group
Samara Vielhak	Data Lab lead. Owns advanced reporting for Key & Elite Accounts, advanced AIM reporting, CEO reports, Matchback analysis, multi-channel recommendations, and conversion tracking.	The Data Lab
Nhat Tran	NinjaCat dashboard and reporting. Revenue & Cost of Sales analysis/adhoc/customized PowerBI Dashboard. PCEM & P&L Analysis. Account & Product Margin Audit. Digital KPI’s - TV & Radio Dashboards.	The Data Lab

Ticket / Request Type	What It Covers
AIM User Journey Report	Maps the audience journey for AIM clients. Requires client contract details, website, CMG product mix, AIM start date, and any upcoming meeting deadlines.
AIM CEO Report / Matchback	Executive-level report matching AIM campaign data against client CRM exports to demonstrate tangible business impact. Requires a CRM data export with record IDs, contact info, sale dates, product types, and revenue.
CEO Report (PowerBI)	Custom PowerBI dashboard built for executive stakeholders. Samara schedules a call to discuss the desired purpose before building.
ChannelSync (Post Sale, Existing Client)	Post-sale analysis for existing clients that evaluates the full product mix, identifies gaps, and recommends additions. Requires revenue by solution, GA4 access status, products the client won’t consider, and a competitor list.
Elite or Basic Conversion Tracking	Technical implementation of website conversion tracking. Covers CMG GTM and client GTM setups, eCommerce configurations, and ongoing upkeep. The most field-intensive ticket type in the system, requiring domain counts, product selections, KPI definitions, and tracking-tier choices.
NinjaCat Assistance	Dashboard support, report configuration, and troubleshooting within the NinjaCat platform. Handled exclusively by Nhat. Requires external ID, products, and detailed description.
Revenue & Cost of Sales Analysis / Adhoc / Customized PowerBI Dashboard	Provides detailed analysis of revenue and cost of sales across products, markets, or accounts. Includes ad hoc reporting and development of customized PowerBI dashboards tailored to specific business needs.
Digital Marketing Performance Data Integration & Audit	Works with third-party white-label partners (e.g., Madhive data team) to integrate, validate, and enhance digital marketing performance data for reporting and dashboarding. Includes deep-dive variance analysis, identification of data discrepancies, and incorporation of missing fields to ensure accurate, complete, and reliable performance reporting.

Sales Acceleration FAQ +

Sales Acceleration is the full-service support arm for the local sales organization. The group exists to equip sellers with everything they need to win and retain business—from live call support and pre-call coaching to polished collateral, structured training, and market-facing events. It operates through two sub-groups: Sales Acceleration, which handles day-to-day seller support and materials, and Seminars, which manages the end-to-end creative and promotional pipeline for local market events. Together, they ensure reps never walk into a pitch unprepared and markets have a turnkey path to hosting client-facing seminars that fill seats.

Team Member	Role / Focus Area	Sub-Group
Colin Hayes	Group lead for Sales Acceleration. Owns all sales support and collateral ticket types.	Product + Sales Acceleration
Quest Garigliano	Creative and promotional execution. Seminars lead; also supports training and collateral.	Seminars + Sales Acceleration
Lindsey Ward	Creative and promotional execution. Seminars lead; also supports collateral requests.	Seminars + Sales Acceleration

Sales Acceleration is the rapid-response side of Sales Enablement. When a rep needs a subject-matter expert on a live call, coaching before a high-stakes meeting, training on a new product, or fresh leave-behind materials, this is where the ticket goes. Colin leads all Sales Acceleration requests, with Quest and Lindsey layering in for training and collateral work.

Ticket / Request Type	What It Covers
Sales Call Support (Client Facing)	24 Hours Notice is required for all non-emergency calls. Live support on client-facing sales calls. Colin joins as a subject-matter expert to present tactical expertise, answer product questions, and help advance the deal. Submitters provide the client name, meeting date, and whether it is a CNA, proposal, or close call.
Precall Support Strategy Session	24 Hours Notice is required for all non-emergency calls. One-on-one prep sessions before a client call. Colin works with the rep to review the account, align on positioning, and plan the approach. Submitters describe the client situation and how they would like to be supported.
Training Request	7 Days Notice is required for all Training sessions. Scheduled training sessions on specific products or sales topics. Handled by Colin and Quest. Submitters name the topic and preferred date; the team coordinates delivery.
Sales Collateral Request	24 Hours Notice is required for all non-emergency collateral. Requests for new or updated sales materials including whitepapers, updated slide decks, case studies, and product-specific resources. Colin, Quest, and Lindsey collaborate on fulfillment depending on the asset type.

Collateral Types we offer:

Whitepaper — Topic-driven thought-leadership piece
Updated Slides — Refresh of an existing deck (submitter provides a link to the original)
Case Study — Submitter provides the client success details; the team writes and designs
New Resources for a Specific Product — Product-specific leave-behinds or one-pagers
Other — Catch-all for non-standard collateral needs

Seminars FAQ +

Systems Operations Support FAQ +

System Operations Support keeps the machinery running. This group handles everything related to owned-and-operated digital inventory, ad delivery, revenue reconciliation, order management, and cross-system troubleshooting. They are the team you call when a campaign is not delivering correctly, when Wide Orbit numbers do not match expectations, when a HubSpot deal needs setup help, or when something is just broken and you are not sure which system is at fault. If the other groups build strategy and tell the story, Sys Ops makes sure the plumbing work.

Team Member	Role / Focus Area	Sub-Group
Regina Rockey	Receives all Sys Ops tickets. O&O, Wide Orbit, HubSpot deals, troubleshooting.	All System Operations
Maureen Nichols	O&O sponsorship support, O&O performance reporting, systems troubleshooting.	O&O + Troubleshooting
Amy Burch	Wide Orbit revenue reporting, Wide Orbit CIA/unpaid, HubSpot deals, systems troubleshooting.	Wide Orbit + HubSpot + Troubleshooting

Ticket / Request Type	What It Covers
O&O Sponsorship Support	Site, app, and livestream sponsorship campaign setup, inventory availability checks, and delivery/reporting across systems. Handled by Maureen and Regina.
O&O Performance Reporting & Monthly Insights	Ad hoc and recurring performance reports for owned-and-operated digital properties. Includes analysis of what happened, what it means, and what to optimize next month. Handled by Maureen and Regina.
Wide Orbit Revenue Reporting & Market Account Reconciliation	Revenue reports used to cross-reference current orders and confirm billing before month close. Handled by Amy and Regina.
Wide Orbit CIA / Unpaid Reporting Support	Reporting on confirmed, in-progress, and unpaid orders within Wide Orbit. Handled by Amy and Regina.
HubSpot Deal / Order Setup Support	Assistance setting up or correcting deals and orders in HubSpot, including linking to the correct records. Handled by Amy and Regina.
Systems Troubleshooting / Sherpa Support	General cross-system troubleshooting for AdsWizz, HubSpot, GAM, Wide Orbit, and other platforms. Non-IT issues only. All three team members participate.

CMG DIGITAL LAUNCHPAD

Welcome to Your Digital Launchpad

Available Products and Services

Client Strategy Services

Data Lab

Sales Acceleration

Seminars

Systems Operations Support

24

Hours

4

Hours

Ready to place an order?

Frequently Asked Questions

Client Strategy FAQ -

Revenue Growth

Revenue Retention

Vendor & Product Support

Escalation Support

The Data Lab FAQ +

Sales Acceleration FAQ +

Seminars FAQ +

Systems Operations Support FAQ +