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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