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Retention Secrets: How to Grow Revenue Without New Customers
Manage episode 468933935 series 3237545
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Is Customer Success Broken?
Marketers obsess over customer acquisition, but what happens after the sale? Retention and expansion are the real game-changers in B2B success—and Marley Wagner knows exactly how to do it right.
In this episode, Adam Helweh sits down with Marley, an expert in customer marketing and digital customer success, to unpack the strategies that keep customers engaged, satisfied, and growing with your brand. From automation and AI to in-product messaging and Slack notifications, Marley reveals how companies can do more with less while creating hyper-personalized customer experiences.
They also discuss:
- Why most B2B companies are failing at post-sale engagement
- The #1 mistake marketers make with existing customers
- How AI and automation are redefining customer success in 2025
- The in-app vs. email debate—where should you invest your efforts?
- How to turn your marketing team into a revenue-driving machine
If you’re in marketing, sales, or customer success—and you want to drive growth without constantly chasing new leads—this episode is packed with insights you can’t afford to miss.
02:52 Meet Marley Wagner
03:37 Marley's Journey into Marketing
05:58 Early Career and Nonprofit Experience
07:26 Transition to B2B and Customer Success
09:33 Automation in Customer Success
12:33 Challenges and Strategies in Customer Success
18:39 Consulting and Freelancing in Digital CS
20:50 Marketers' Struggle with Existing Customers
21:36 Bridging the Gap Between Marketing and Customer Success
22:18 Effective Use of Automation Beyond Email
22:35 Choosing the Right Channels for Customer Engagement
24:56 In-App Engagement and Its Growing Importance
27:43 Internal Automation for Customer Success Teams
29:37 The Role of AI in Customer Success
38:16 Future Trends in Customer Engagement
39:52 Predictions for 2025 and Beyond
44:56 Conclusion and Final Thoughts
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Learn more about my digital marketing agency, Secret Sushi:
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