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Customer Onboarding is Key to Retention [podcast]

Episode Description

On this episode of The Marketer’s Journey, I interview Sydney Sloan, CMO of SalesLoft. After a long tenure at Adobe, Sydney worked hard to ensure her next role was a great fit and that she would be working with a product she was passionate about. In her current role, she leads marketing for a SaaS company that has taken off not just because of what they do, but also because of their emphasis on one-to-one selling and marketing. On today’s episode we chat about the need for alignment between sales and marketing and the importance of proper customer onboarding for good retention and customer experience.

Key takeaways from this episode:

  • The buyer journey is “the most important and most forgotten”-- once customers buy in, they’re often disregarded. In reality, the customer onboarding process is very important and creating a good customer experience right off the bat will ensure greater retention. 
  • Often the people you sell to are not the people that own the application in the long term. Be aware of who will be using your product regularly and align your communication strategies with them.
  • Marketing is in a unique position to lead the customer experience across the board-- and a great customer experience turns your customers into advocates.

Check out this and other episodes of The Marketer’s Journey on Apple PodcastsSpotifyStitcher, and Google Play

About the Author

Randy Frisch is the CMO and Co-Founder of Uberflip, a content experience platform that empowers marketers to create content experiences at every stage of the buyer’s journey. He has defined and led this movement, prompting marketers to think beyond content creation and truly put their customers first by focusing on the experience. This movement has fuelled an annual conference, Conex: The Content Experience, that brings together 750+ passionate marketers, and a North American-wide Conex Tour. Randy is also the host of The Marketer’s Journey podcast, was named one of the Top 50 Fearless Marketers in the world by Marketo, and is the best-selling author of F#ck Content Marketing: Focus on Content Experience (yeah, he swears sometimes).

Profile Photo of Randy Frisch