Traditional customer marketing focused primarily on adoption and advocacy. But as Brittnee shares from her experience across Thomson Reuters, Anaplan, and now AlphaSense, the most successful companies have discovered it's actually a powerful engine for revenue growth when done strategically.

Key takeaways from the conversation include:

Breaking Down the Evolution 

The role of customer marketing has expanded significantly, driven by changing consumer behaviors and the recognition that existing customers represent major growth opportunities in B2B SaaS. Brittnee emphasizes how customer marketers must now think beyond testimonials and case studies to create campaigns and programs that capitalize on customer expertise while driving measurable business impact.

Data as the Foundation 

Modern customer marketing requires robust data and analytics capabilities. Brittnee shares how her team partners closely with Marketing Operations to:

• Track renewal attribution within existing attribution flows
• Measure advocacy program impact on revenue
• Monitor customer engagement metrics across marketing touchpoints
• Link program participation to adoption metrics

The Cross-Functional 

Imperative Success in customer marketing demands strong partnerships across the organization. Brittnee outlines her approach to building these relationships:

• Regular engagement with CS leaders to align on goals and KPIs
• Clear communication channels with account managers
• Shared metrics and reporting with sales teams
• Collaborative planning with marketing ops

From Theory to Practice 

The episode provides several concrete examples of successful customer marketing initiatives, including:

• A digital renewal program that achieved 100% retention in its first quarter
• An advocacy program that identified job changes among power users to create new revenue opportunities
• Event series that showed 4x higher ARR among program participants
• Targeted lifecycle campaigns based on customer adoption levels

Looking Ahead 

The conversation wraps with Brittnee's insights on the future of customer marketing, including:

• The evolution of case study formats in response to AI-generated content
• Integration of tools like Gong and Laudable to scale voice-of-customer programs
• Development of real-time quote delivery systems for sales enablement
• Enhanced orchestration of customer touchpoints across teams

What became clear throughout the discussion is that customer marketing is no longer just about collecting success stories – it's about creating a systematic approach to driving revenue through existing customer relationships. For B2B organizations looking to optimize their growth strategies, this episode provides both the strategic framework and tactical examples needed to evolve their customer marketing function.

Want to hear the full conversation? Listen to the episode on Spotify, Apple Podcasts, or YouTube. And don't forget to subscribe to The RevRoom for more insights on transforming marketing ideas into revenue.

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