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Exceptional session today from the Customer Marketing Alliance on “5 Ways to Lose a Customer.”
The data points are always surprising:
✅ Acquiring a new customer costs 5–25x more than retaining an existing one.
✅ 65% of revenue typically comes from current clients.
✅ 80% of future revenue? It’ll come from just 20% of today’s loyal customers.
And yet—U.S. companies lose $136.8B annually to preventable churn. 💸
I’ve seen this up close.
From leading post-acquisition brand transformations to rearchitecting client communications and building CX-first marketing engines, I’ve helped organizations turn customer experience into a measurable growth lever. 🚀
Customer experience isn’t just a value—it’s a growth strategy. 💡📈
-It’s recurring revenue.
-It’s advocacy.
-It’s operational velocity. ⚙️
Curious to hear from others—where is your organization placing its bets this year: Acquisition or retention? 👇
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Catherine Staite
Head of Customer Advocacy, GoCardlessThis year's Customer Marketing Summit was one of the most valuable sessions I have attended for our industry. We heard inspiring stories, everyone was generous with their insights and experiences in the roundtable sessions and we were lucky to have an awesome chair who shared expert advice throughout the day. On reflection, I think another reason the day felt so positive was the evidence that pointed to Customer Marketing and Advocacy being recognised more widely as a strategic function by so many businesses. I'd definitely attend again!
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Every time I attend an event with other customer marketers, I leave feeling energized about the work we do and fully seen and appreciated by this fabulous community. ✨
This past week, I had the incredible opportunity to host/emcee Customer Marketing Alliance’s Customer Marketing Summit NYC and it was a dream. That feeling I described above…amplified by 10x.
With 150+ customer marketers under my wing for two days…I really wanted to make sure that this event was not only informative and full of valuable content but that it was engaging, intentional, personal, and fun. 🎉
And I took this job seriously…
I came prepared with opening remarks, I hosted a panel on the State of Customer Marketing full of recent, relevant data with 3 all star customer and consumer marketers (shout out to Nicholas D'Amato, Christina Dalton, Perri Haynes), I prioritized networking and connections, and I listened intently to dozens of customer marketers as they shared their experience and put themselves out there in the name of professional growth. I can’t emphasize enough what an honor it was to do this and I hope that it’s the first of many opportunities like this to come.
As my very loving and supportive friend Nora D. Wolinsky texted me, “You’re perfect for hosting. Your calling!” That was the cherry on top of a super validating week.
I’ll share more in the coming days about my content from the event, but I just first wanted to share gratitude for those in attendance...
You did not know this at the time, but I’ve had some of the most challenging months of my life recently and this was a welcome and productive distraction from that. I was nervous but your kind words, support and validation throughout the event meant the world to me. So, thank you to all the attendees! 💜 (And, a special shout out and thank you to my OG CMA friends who crushed it at the event -- Max Bailey, Nicholas D'Amato, Eve Falk!!)
Last but not least, sending an enormous thank you to Martha Harris and Customer Marketing Alliance for trusting me with this opportunity! I hope I did you proud! Congratulations on another amazing event!
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Jessica Noland
Head of Customer Advocacy at UpworkThe event has been wonderful, it's really exceeded my expectations. Everyone has been really friendly, the content has been incredible, the lineup and speakers have been really suited to my needs right now so I have learned a lot. It's been fantastic.
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Still energized from attending the CMA summit! It was one of the friendliest, most open communities I’ve seen at an event - everyone was so happy to share ideas, sessions and conversations felt like a crash course. Reviewing my notes, here are key themes:
· AI and automation - working faster and smarter.
· Data quality is everything - bad data leads to bad results.
· Agile marketing: focus on real issues, adapting campaigns quickly.
· Case studies: amplification strategy is as important as the right creation approach.
· Internal buy-in drives long-term success.
· Efficiency before innovation: “Clean the closet first », cut group decisions, streamline project process.
Loved learning from Microsoft’s case study best practices, Meenakshi lakhwani’s smart AI use at Workday, and Angela Tribelli’s insights from marketing transformation at Bloomberg.
Excited to put the ideas into action!
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Nataliia Starovetskyi
Senior Customer Marketing Manager, SailPointThis event allowed me to tap into the latest and greatest in the industry, with practical insights and great networking opportunities. I walked away very inspired, with dozens of new ideas to test in my role. Thank you !
