This week, our host Ian Truscott and our resident marketing strategist and former Forrester Research Director Jeff Clark discuss the role of the CMO and marketing post-sale, in reducing churn, increasing customer lifetime value, and loyalty in a B2B SaaS environment where there is reduced friction to switch.
In this episode, they discuss:
Customer loyalty in the experience economy
Five CMO considerations for customer loyalty
Managing the brand gap
Nurturing customer relationships
Formalizing customer advocacy programs
As always, we welcome your feedback. If you have a suggestion for a topic that's hot for you that we should discuss, please get in touch using the links below.
Enjoy!
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The Links
The people:
Ian Truscott on LinkedIn and Bluesky
Jeff Clark on LinkedIn
Mentioned this week:
Customer Loyalty in the Experience Economy — the CMO's Perspective
Get Your Buyers AMPED with our Customer Journey
Back to Brand - Blog post
Rockstar CMO:
The Beat Newsletter that we send every Monday
Rockstar CMO on the web, Twitter, and LinkedIn
Previous episodes and all the show notes: Rockstar CMO FM.
Track List:
Stienski & Mass Media - We'll be right back
Coming Back Again - Kings of Leon
You can listen to this on all good podcast platforms, like Apple, Amazon, and Spotify.
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