Kelly Brenneman's Profile
Kelly Brenneman
Recent Messages
#general - December 18, 2025 at 04:10 PM
@Mary Green (Owner CMAweekly) Do you have their manager's contact information? If yes, I would reach out to them and explain the situation. A good manager will help diffuse the issue and/or get you a new CSM without complaint.
#general - December 18, 2025 at 01:06 AM
I've done the same thing. Love this!
#general - December 17, 2025 at 02:36 AM
Yes, we did! We also included an option to join our community on the survey thank you page for those who gave us a 9 or 10.
#general - December 16, 2025 at 09:52 PM
At past companies, I've sent quarterly NPS surveys to the main contact on each active customer account. We started the quarterly NPS survey invites on the 90th day of the new customer contract start date and then every 3 months afterward. Also, we excluded customers who were within 30 days of their renewal.
#jobs - December 11, 2025 at 10:55 PM
1Password has a Director, Customer Content role open -
#general - December 11, 2025 at 03:41 PM
A agree with what @Rachel Ward mentioned above. I've done the above as well as virtual events like whiskey tasting, wine tasting, make a meal, etc. The whiskey tasting was probably the most popular.
I've also done CISO round tables where we get CISOs on a virtual event to discuss timely thought leadership topics.
#general - December 10, 2025 at 08:50 PM
Interested in learning more
#9-lifecycle-expansion - December 09, 2025 at 09:16 PM
<@U0806J8HHHR> Surveys for this cohort didn't get much feedback at my last company. When we could, the AE would send a templated email to the churned customer with 1 - 2 open questions asking for feedback on why they churned.
#general - December 05, 2025 at 02:08 AM
#general - December 05, 2025 at 01:09 AM
I would love to be a part of this as well.
#general - December 01, 2025 at 04:51 PM
I agree with both @Irwin Hipsman and @Amy have said. I like #2 and, if you don't mind me making a slight suggestion for #2, I would suggest slightly updating it to, "From Onboarding to Evangelist: The Customer Marketing Playbook." Or, you could possibly update to, " From Expansion to Evangelist: The Customer Marketing Playbook."
My first suggestion includes onboarding, which is when customer marketing can work with customer success to help customers understand the product they just purchased, how to correctly onboard it across the company, etc. My second suggestion to change "upsell" to "expansion" is so that you include cross-sell as well as upsell.
Just my two cents. 😊
#announcements - November 21, 2025 at 05:40 PM
Wish I could make it. I have an appointment during that time.
#general - July 15, 2025 at 03:16 PM
Dogs are great, aren't they!?
#general - July 15, 2025 at 03:08 PM
Thanks! He is 7 years old and is a sweetheart. He talks all the time and tells on his feline brother all the time. He loves to play and take walks and in general is a real sweetie.
#general - July 15, 2025 at 02:45 PM
I agree with Kevin and Irwin on this. I wouldn't promote your score externally. What you might be able to do is pull some general customer quotes if you ask for additional feedback in your NPS survey.
#9-lifecycle-expansion - July 02, 2025 at 11:21 PM
At my last company, we measured pipeline influence on both clicks and conversions. At a bare minimum, you should be able to show if customers did an action (i.e. attended a webinar/event, downloaded content, etc.) and whether or not there was a closed won/loss on the opportunity that was influenced by one of your marketing campaigns. We allowed for a 9-12 month influence time period since most of our customers added on to their subscriptions at their annual renewal.
#general - June 20, 2025 at 06:42 PM
@Kevin Lau A lot of companies are still learning (or need to learn) that customer marketing is more than just reference management. Hopefully, this will evolve sooner than later.
#general - June 18, 2025 at 04:13 PM
Thank you, Everyone! Truly appreciate the suggestions.
#general - June 17, 2025 at 11:33 PM
@here Hi Everyone! One of my friends, and former co-workers, is wanting to learn more about customer marketing. She is currently in marketing ops and would like to transition into our field (customer marketing and/or advocacy). Does anyone know of any upcoming webinars that I can suggest to her to learn more? What about additional training? Obviously, I'm meeting with her to tell her everything I know but I would love to be able to give her something more. Thanks!
#jobs - June 03, 2025 at 05:08 PM
Might be meant for someone who doesn't like to do a lot of strategy. Sounds like you will be doing a ton of program/campaign execution.
#jobs - May 29, 2025 at 11:40 PM
@Leslie Barrett Hi Leslie! If you ever decide to make this role a remote role, I'd love the chance to work with you on Customer Marketing. I'm located in Southern CA but am very willing to travel to any work location as needed.
#general - May 20, 2025 at 04:36 PM
You've got this, @Mary Green (Owner CMAweekly)! I've been in your shoes at a large company. Things always take a little longer to fully launch at a large company. You're just having some minor growing pains. ❤️
#jobs - April 29, 2025 at 10:45 PM
@Anna Bryan Thanks for sharing! Super interested in this role. Do I reach out to the recruiter or just apply on their website? If recruiter, would you mind introducing us please?
#general - April 25, 2025 at 07:15 PM
@Wendy Stanton I've done both monthly and quarterly. It really depends on if your customers truly want the information you're sending them in the newsletter. What are your current open/click rates for your newsletter? Do your customers truly want a newsletter or is there a better way to send out updates beyond a newsletter?
#9-lifecycle-expansion - April 23, 2025 at 03:55 PM
<@U08Q1CSQD5E> What, if anything, are you currently doing with the renewals team? There are ways you can message renewals earlier in the customer lifecycle. You can also create upsell/cross-sell messaging in the renewal cycle. I need a little more information before I can give you more specific ideas.
#jobs - April 08, 2025 at 08:21 PM
@Emily Coleman Thank you for sharing! I just applied and hope to get an interview.
#general - April 07, 2025 at 06:57 PM
Along with what Amy just said - How to get a company to truly be a "customer-first" company.
#general - April 07, 2025 at 06:00 PM
What about advocacy vs. lifecycle marketing vs. upsell/cross-sell/revenue marketing? What advocacy is and what it isn't.
#general - March 28, 2025 at 09:43 PM
Yes! Congrats to everyone!
#welcome - February 21, 2025 at 06:37 PM
Welcome to the group!
#general - February 12, 2025 at 10:32 PM
Thank you and congrats to everyone!
#announcements - February 06, 2025 at 07:24 PM
@Mary Green (Owner CMAweekly) I hope you feel better soon. Take care!
#jobs - February 06, 2025 at 07:19 PM
Hello @Brittnee Dawson! I recently applied to the Senior Customer Lifecycle Marketing Manager role and feel I would be a great fit for this role and for your team. I would love to discuss the role in further detail with you, if possible.
#jobs - February 06, 2025 at 07:15 PM
I threw my hat in for this opportunity as well. I've know about Sprout Social for a long time and they are a great company.
#jobs - January 27, 2025 at 04:15 PM
I also try to cheer people up on LinkedIn when I see a post on the subject. Let them know they aren't alone and will find something soon.
#jobs - January 27, 2025 at 04:14 PM
Honestly, it's really difficult. I have a group of work friends and we share our job hunt updates and discuss how interviews are going. Also, ways we can improve on our interviewing skills.
#jobs - January 25, 2025 at 05:31 AM
@Joel Primack This sounds like a great opportunity. Are you or do you know the point of contact for this job opportunity?
#open-share - January 24, 2025 at 05:50 PM
@Angela Kelleher Love this Angela! You are an inspiration in the CMA community.
#general - December 10, 2024 at 10:18 PM
Thought it was a great virtual event.
#jobs - November 13, 2024 at 09:10 PM
Hi @Liza McGraw! I applied for this position earlier today. Thanks for sharing!
#jobs - October 01, 2024 at 08:31 PM
@Kevin Lau Thanks for sharing! I would love an introduction with the hiring manager please. @Angela Kelleher Thanks for tagging me on this!
#welcome - September 24, 2024 at 06:49 PM
Hello Fellow Marketers! Thanks for the add @Angela Kelleher! I have over 20 years of marketing experience, mostly Customer Marketing. I'm here to learn from fellow Customer Marketers, network, and possibly find my next career opportunity.
🌎 Location: Orange, CA
💡 Work: Formerly Director, Customer Lifecycle Manager @ Malwarebytes
🎯 Currently working on: Building my Customer Marketing network and building Customer Marketing & Advocacy strategies
❤️ Free time: When I'm not working, I love to go to the movies with my family, vacation, and scuba dive (I've been certified for over 30 years).
🫶 Let's connect : My LinkedIn profile =