Customer Marketing

Customer marketing only works when it is treated as a growth engine, not a communications function.

Every company has a different maturity level, so I start by establishing the foundational customer communications that build trust, drive adoption, and reduce churn.

Once operating consistently, I scale the programme into higher-impact initiatives that increase customer lifetime value and turn customers into advocates.

I build customer marketing as a predictable programme that connects product value to customer outcomes, quarter after quarter.

$160k expansion

$1.5M expansion

20% increase in NPS score

Go To Market Approach

A structured customer marketing programme that improves adoption, increases retention, drives expansion, and builds long-term advocacy.

01
Establish a customer-facing product roadmap
In partnership with Product and Customer Success, help build a customer-facing roadmap that is updated quarterly. This creates transparency, strengthens confidence, and gives customers a clear view of product direction.
Operationalise consistent release communications
Ensure product updates are communicated clearly and consistently across channels. The goal is not “awareness”. The goal is measurable adoption and commercial impact.

02
Scale into advocacy and community
Once the foundations are working, build the next layer: best-practice content, adoption webinars, user events, and customer forums. These initiatives strengthen engagement and create a path from customer to advocate.
03

Go To Market Approach

A structured customer marketing programme that improves adoption, increases retention, drives expansion, and builds long-term advocacy.

01
Establish a customer-facing product roadmap
In partnership with Product and Customer Success, help build a customer-facing roadmap that is updated quarterly. This creates transparency, strengthens confidence, and gives customers a clear view of product direction.
Operationalise consistent release communications
Ensure product updates are communicated clearly and consistently across channels. The goal is not “awareness”. The goal is measurable adoption and commercial impact.

02
Scale into advocacy and community
Once the foundations are working, build the next layer: best-practice content, adoption webinars, user events, and customer forums. These initiatives strengthen engagement and create a path from customer to advocate.
03

Go To Market Approach

A structured customer marketing programme that improves adoption, increases retention, drives expansion, and builds long-term advocacy.

01
Establish a customer-facing product roadmap
In partnership with Product and Customer Success, help build a customer-facing roadmap that is updated quarterly. This creates transparency, strengthens confidence, and gives customers a clear view of product direction.
Operationalise consistent release communications
Ensure product updates are communicated clearly and consistently across channels. The goal is not “awareness”. The goal is measurable adoption and commercial impact.

02
Scale into advocacy and community
Once the foundations are working, build the next layer: best-practice content, adoption webinars, user events, and customer forums. These initiatives strengthen engagement and create a path from customer to advocate.
03

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