Videos & Podcasts

Growing Revenue with a Holistic Customer Experience

Approximately 8️⃣5️⃣ percent of #customers are willing to pay more for a better #customerexperience, and that experience doesn’t end once a prospect becomes a customer.

In this episode of #demandgenradio, David Lewis interviews Alan Gonsenhauser, Principal and Founder of Demand Revenue. Alan has coached over 100 CMOs and VPs on #marketing organization design, customer marketing, campaign functions, and customer experience.

Listen as David and Alan discuss:

🌟Why CFOs and CMOs should pay attention to their customers.
🌟Understanding personas, the buyer’s journey, and the post-sale customer journey.
🌟The dangers of over-focusing on new logos.
🌟How to collect feedback from your customers and what to do with it.

New Benchmarks and insights for Customer Experience.

Fractional CMO and CMO Coach & Advisor Alan Gonsenhauser joined Matt Heinz of Heinz Marketing on Sales Pipeline Radio. They discussed how to create and maintain remarkable customer experiences pre- and post-sales, new metrics to continuously improve customer experience. the proper use of Net Promoter Score and NPS 3.0 with the new earned growth metric espoused by Fred Reichheld, the creator of NPS in his new book. Gonsenhauser also gave advice on how today’s CMOs can keep marketing relevant and continually innovate.


In this podcast, Peter Mahoney, CEO of Plannuh interviews Alan Gonsenhauser of to discuss the importance of creating and maintaining remarkable customer experiences, key metrics to track progress, and how to leverage NPS 3.0 to drive continuous improvement and long-term financial success. 

Steve Hardy,
VP Marketing at PerkinElmer

“We used the Eight Cs of Effective Organizational Design and Marketing Ecosystem models extensively to consolidate and reorganize marketing, and SiriusDecisions data points to show how effective various organizational structures were. SiriusDecisions helped me build a case for change.” Steve Hardy, VP and Head of Marketing, PerkinElmer

Kathy English,
CMO at Vocera (now Stryker)

“Our campaign and content strategy required that we align content offers into integrated programs targeting a very robust enterprise buying cycle through the lens of each persona. When pulled together, this gave us the model to generate measurable engagement and conversion as we mapped everything into segmented campaigns in our CRM and MAP systems – it’s been a fantastic journey!” Kathy English, Chief Marketing Officer, Vocera

Mark Erwich,
VP Marketing at Imprivata

“With the Demand Unit Waterfall, not only can we look at the success of marketing campaigns, but we can closely monitor our progress in account penetration. I amnow excited about the alignment these metrics bring to connect with the sales organization. We speak the same language.” Mark Erwich, VP of Marketing, Imprivata

Kathleen Pierce,
Dir. Commercial Enablement, Illumina

“We’re now able to lead strategic initiatives to manage process change and technology implementation so that we can maximize content utilization and sales productivity.” Kathleen Pierce, Director, Global Commercial Enablement, Illumina

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