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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