EP305 | What Happens When Marketing and CS Share a Leader | Rebecca Stone
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EP305 | What Happens When Marketing and CS Share a Leader | Rebecca Stone
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Today on the show we have Rebecca Stone, Chief Customer and Marketing Officer at Plume.
In this episode, Rebecca shares how bringing marketing and customer success under one leader can create a stronger understanding of the customer journey, from acquisition and adoption through to retention and expansion.
We then discussed how Plume measures marketing influence, why customer success should be accountable for expansion revenue, and how the company uses customer data and AI to improve experiences across the entire customer journey. We also explored why customer advocacy, account-level details, and strong collaboration between sales and CS are critical to building long-term customer relationships.
As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly on Andrew@churn.fm. Don't forget to follow us on Twitter.