The Rockstar CMO Studio: The Post Sale CMO

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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