Customer Marketing is an opportunity for your customers!

In this episode of CSM secrets, we have Dana Alvarenga, VP of customer success at Slap Five.

Dana has been voted 2021 Top 100 Customer Success Strategist and also TOP25 CMA Influencer. Dana is very passionate about customer marketing and customer advocacy.

With an extensive background spanning across Sales, Business development and Customer success, this episode has some great takeaways for aspiring CS professionals:

1) A field facing role, any role handling customers - even if that involves managing a restaurant, really helps in shining in a customer success career. It is critical to have that exposure. External sales experience helps.

2) Customer experience is the broad spectrum of support, implementation, on boarding and even involvement in the sales process - an End-End flawless delivery across all touch points. And measured by the overall success of all of this, not just churn, net retention and number of happy customers.

3) Customer advocacy is to be looked upon as offering opportunities to showcase customer's success and not to be approached with the old school mentality of customer's doing you favors.

4) Customer marketing is on a huge growth trajectory.  And organizations are going to the extent of creating roles with KPIs that define success based outcome in these areas. Leaders are beginning to focus heavily on customer marketing as a growth area.

5) Customer marketing should sit in various places - CS, Product and marketing to be very effective.  And providing what customer want - networking opportunity, connecting to peers etc could be some outcomes of Customer marketing.

Listen to this episode for more insights!