266 - How To Turn Customer Marketing Into Your Strategic Advantage (Melanie Paddock, Gainsight)

Melanie Paddock is Sr. Manager, Customer Marketing & Advocacy at Gainsight. Gainsight is the world’s leading Customer Success platform. 1,100 ppl, $156M+ total funding, Series E. Here’s what we cover: 02:48 The Importance of Customer Love 05:34 Building an Advocacy Program from Scratch 08:24 Gamification and Customer Engagement 11:16 Creating a Community for your Advocates 14:20 Leveraging Customer Proof for Sales 17:08 Top Challenges in Customer Marketing 19:57 Building deep Relationships with Customers is such an opportunity 22:41 Avoiding Transactional Relationships in Customer Marketing 23:31 How to build trust 29:08 Transforming Customer Marketing into your Strategic Advantage, not a "nice to have" 29:24 The Role of Customer Research in Marketing 34:30 Leveraging AI in Customer Marketing 43:59 Melanie asks me her burning question (HINT: the future of customer marketing + the impact of AI) Melanie on LinkedIn: www.linkedin.com/in/melaniepaddock Gainsight: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠www.gainsight.com Subscribe to Building With Buyers on Apple or Spotify or wherever you like to listen, let me know what episodes you're into, and don't forget to leave a review if you're lovin' the show. Music by my talented daughter. Anna on LinkedIn: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠linkedin.com/in/annafurmanov⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Website: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠furmanovmarketing.com⁠⁠⁠⁠⁠⁠ Newsletter: ⁠⁠⁠⁠⁠One Insight