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Customer Marketing Radio

25
Jan

Most common mistake in customer success programs

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250-CMRadio-20170126-pickens.jpgMetrics that she reports on to her management team including what a CSQL is in the demand generation sales funnel and also what the most common mistake she sees companies make in their customer success programs.

About our Guest: Allison Pickens

Allison is an industry-recognized thought leader on Customer Success and on scaling teams during hypergrowth. She leads Customer Success at the leading Customer Success software company, Gainsight. She runs all post-sales functions, including CSM, Services, Support, Customer Marketing, and Operations.

Allison was recognized as a top 50 sales leader: https://medium.com/tradecraft-traction/50-people-you-should-know-in-sales-bd-494ba5b3f621#.2a6sizw0d

Follow her blog posts on Customer Success best practices at @PickensAllison and here: http://www.gainsight.com/customer-success-management/?category=top-posts

10
Jan

The power of customer references to help drive business

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600x600-CMRadio-20170112-levine.jpgIan Levine of RO Innovation will talk about the power of customer references to help drive business for your organization. LIVE 12:30 PM Pac 1/12.

Ian Levine is a well known sales and marketing executive with over 25 yrs. Experience.  He is a frequent speaker and sought after consultant on the topic of sales effectiveness, sales enablement and go-to-market transformations.

Most recently Ian served as Head of Sales and Marketing for the global investment firm, Gordon Brothers Group. Prior to Gordon Brothers, Ian served as Senior Vice President Sales Strategy & Operations at Iron Mountain. At Iron Mountain, Ian built award winning Sales Operations, Sales Enablement and Salesforce.com teams. Prior to Iron Mountain, for 10 years, Ian served as Executive Vice President of St Paul, MN based Merrill Corporation. During this period sales rose from $300 million to over $1 billion.

In addition to his corporate roles, Ian has always been active incubating products and start up businesses. Ian has founded several innovative SaaS businesses including IR Edge and Outplacement Tools. He currently serves on the Board of Latitude Beverage (90+ Cellars), one of the fastest growing independent wine companies in the United States.

8
Dec

How to create customer community.

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250-CMRadio-20161208-foeh.jpgHeather Foeh built the wildly successful Topliners community at Eloqua during it’s explosive growth period.  She’s gone on to pioneer customer marketing at companies like Lattice Engines and LookBookHQ.

Heather talks about how to create customer community and why it’s important to put a barrier in front of your customer advocacy programs to help make them more effective.  At her new company, she is in charge of the entire customer experience post-acquisition.

17
Nov

Real-world practical information from a top marketing practitioner

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250-CMRadio-20161118-granucci.jpgI've had a lot of requests for real-world practical information from practitioners on the show and boy did we get a great guest to fulfill our audience wishes!

Nicole comes from the B2C world to Genesys, which is a B2B company. Using many of the skills she honed in customer marketing for companies like Visa, Nicole drove impressive increases in every important metric in customer marketing. This is the show for people who want to know EXACTLY what to do to drive customer marketing success at their organization.

3
Nov

Where customer marketing should live inside your organization?

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Anthony is vice president of marketing at Gainsight, a leading company in the customer success software space.Anthony has a number of controversial ideas, including one about where customer marketing should live inside your organization.

How a failure to focus on customer success creates the Leaky Bucket Syndrome which threatens the existence of SaaS businesses. We talk about the precursor to Account Based Marketing success. What you need to do before you embark on your ABM project.

 

13
Oct

How we can justify our customer experience investments with Blake Morgan.

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250-CMRadio-20161013-morgan.jpgBlake Morgan is an expert in modern customer experience management.  Considered one of the top 10 customer experience people you should follow on Twitter @BlakeMichelleM, Blake has a lot to say about how we can justify our customer experience investments to our management team. Follow her on Forbes, too.

Blake tells us a bit about what she does:
I provide advisory and content services to brands and vendors. I’ve worked with Intel, Verizon, Verizon Wireless, Newmark Knight Frank Retail, Misfit Wearables (acquired by Fossil), Plantronics, Astute Solutions, Clarabridge, Pegasystems, Sparkcentral, Zendesk and more. I have a book coming out in the Spring of 2017 on customer experience with Routledge. I am #20 on ICMI’s top 50 thought leaders of 2015 and a frequent speaker and writer on the topic of customer experience. I am also highly involved with SOCAP, the Society of Consumer Affairs Professionals, and I serve as President for the Northwest Chapter. I live in Alameda, California with my husband and our baby on the way.
Influitive sponsoring Customer Marketing Radio
Customer Marketing Radio is generously sponsored by Influitive

Influitive’s advocate marketing platform enables companies to activate customer, partner and employee advocates at scale, bridging fragmented customer-focused programs to systematically reach more advocates and get them to do more advocacy.
11
Oct

Why the marketing machine he helped to build is horribly broken

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Influitive Vice President Jim Williams and Steve Gershik help build the modern marketing machine while at Eloqua over 10 years ago.  On this show, Jim talks about how the machine they built back then is horribly broken... and what marketers can do today to fix it.  

On the next Customer Marketing Radio ... Blake Morgan, host of The Modern Customer Podcast talks with Steve about how companies can dig in to help make their customers happier and more loyal... and much more likely to lower future customer acquisition costs and increase customer lifetime value.


Get to know our guest: Jim Williams

I love working for early stage and growth-oriented technology companies to jump start and scale revenue. I'm a strategic executive who can also manage tactical lead generation programs that generate quality, leads, pipeline and revenue. I'm adept at 'growth hacking' with innovative campaigns, and have experimented in many areas of the modern marketing technology stack. This includes deep experience with marketing automation, including lead nurturing, scoring, website personalization and sales enablement. I've 'seen the light' regarding the power of customer engagement and advocacy, mobilizing hundreds of fans, influencers and customers to refer leads, build brand affinity and accelerate pipeline.

Influitive sponsoring Customer Marketing Radio
Customer Marketing Radio is generously sponsored by Influitive

Influitive’s advocate marketing platform enables companies to activate customer, partner and employee advocates at scale, bridging fragmented customer-focused programs to systematically reach more advocates and get them to do more advocacy.
14
Sep

Creating that elusive surprise for our customers.

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This weeks' guest is Noah Fleming, author of Evergreen: Cultivate the Enduring Customer Loyalty That Keeps Your Business Thriving.

In this episode, he talks about how we can better understand our customers and create that elusive surprise and delight we always strive to offer them.

His new book is The Customer Loyalty Loop: The Science Behind Creating Great Experiences and Lasting Impressions

LISTENERS! Meet our guest, Noah Fleming:

"Having worked with companies from $2M – $5B in annual revenue, I show my clients how to find the most relevant leverage points to create lasting positive change in companies of any size.

If you want to discover a goldmine of profits hiding inside of your business, and then add them straight to your bottom line, give me a call.

I'm also the author of the Amazon #1 bestselling book in the categories of Sales, Marketing, and Customer Service – EVERGREEN: Cultivate The Enduring Customer Loyalty That Keeps Your Business Thriving, and the forthcoming book, THE CUSTOMER LOYALTY LOOP The Science Behind Creating Great Experiences and Lasting Impressions.

Bottom line … since 2005 I've been the trusted source for coaching and consulting to thousands of business owners, executives, and individuals looking to dramatically grow their businesses, leveraging the hidden assets they already have in place."

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BONUS BOOK REVIEW IN THIS EPISODE:
Influitive sponsoring Customer Marketing Radio
Customer Marketing Radio is generously sponsored by Influitive

Influitive’s advocate marketing platform enables companies to activate customer, partner and employee advocates at scale, bridging fragmented customer-focused programs to systematically reach more advocates and get them to do more advocacy.
8
Sep

One metric you can’t afford to leave out of your business

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250-CMRadio-20160908-muphy.jpgWhat is the newest measurement of customer success?  Lincoln Murphy has figured out the one metric you can't afford to leave out of your business dashboards. Find out what it is and much much more on Customer Marketing Radio!


Listeners, meet Lincoln.

The thing that I’m super-passionate about - that drives me every day and that’s actually pretty fun - is helping companies achieve exponential growth by focusing on their most valuable asset: the customer.

I look for growth levers that we can pull across the entire customer lifecycle through - focusing on this process called Customer Success - to help you keep your customers longer, get them to use and pay more over time, and turn those customers into advocates.

I’ve done this with more than 400 SaaS and enterprise software vendors over the last 10 years - from startups to major companies like SAP, HP Enterprise, and everything in between - to rapidly accelerate growth.

Influitive sponsoring Customer Marketing RadioCustomer Marketing Radio is generously sponsored by Influitive

Influitive’s advocate marketing platform enables companies to activate customer, partner and employee advocates at scale, bridging fragmented customer-focused programs to systematically reach more advocates and get them to do more advocacy.
1
Sep

The Age of the Customer

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Today is our FIRST episode. Join us live at 12:30, or catch the replays here a little later. 
Our guest today for our inaugural episode is Laura Ramos, Analyst at Forrester Research.
(Link to report from Forrester.)
Laura Ramos serves B2B Marketing Professionals. She is a leading expert in business-to-business marketing with hands-on senior management experience in corporate, industry, and product marketing; demand management; and social media. She helps Forrester's B2B Marketing clients plan, build, and deliver marketing programs that combine traditional and digital approaches that lead with business issues, create thought leadership, and fuel their company's topline growth. Her research addresses the skills, technology, process, and customer experience concerns that top B2B marketers need to understand and integrate into programs that address the ongoing evolution in buyer behavior, markets, channels, and competition.