Customer Experience and SaaS Growth Strategist
I help startups develop customer success strategies. That includes putting things in place to develop teams, scale and creating/optimizing the program to maximize onboarding, nurturing, renewal, and expansion efforts. The focus is to improve customer lifetime engagement and CLV. I also help companies develop their customer experience program, journey maps, voice of the customer, metrics management, customer advocacy programs, customer reference programs, and customer advisory boards.
Many times the quickest path to success is having the right mindset. And it often comes down to a couple of tweaks. I pride myself in being a great active listener to help you pinpoint areas to help you be more effective in your own leadership journey so you can help your employees which in turn will help your customers.
I work with startups on developing their content strategy, implementing a content framework and creating content like blog posts, whitepapers, ebooks, webinars, use cases, executive bylines in other publications, etc. I help companies optimize the SEO in their content, and ensure content is well promoted to grow the particular distribution channels. I also help companies with social media - including social listening and engagement.
I work with teams to help them determine the unmet/under-met need their company or product is attempting to fulfill, how the product meets that need, and the value that is delivered to customers in order for them to realize quick time-to-value that helps them to achieve their business outcomes. As part of this, I help startups determine their MVP so they can start commercializing their product.
This is one of my favorite - if not my favorite - project management and collaboration tools. It is also very user-friendly in my opinion. I've done simple things like event planning all the way through marketing campaign management. It is a very versatile tool.
I've been using Buffer for a while as my go-to-source to schedule M4's own social media posts, clients' social media posts, and social media posts of online communities that I manage.
I've been using Wordpress for a long time as that is the platform that M4's website is built on. I also use Wordpress for guest-posting and ghostwriting on various websites.
I've used Twitter paid social to promote posts as well as to use Twitter cards. We've put together Twitter paid social for M4 marketing campaigns and client specific marketing campaigns.
I've used Facebook paid social for M4 specific paid social campaigns and clients paid social campaigns as well as to boost posts that were performing well organically.
I've used Google Analytics not only for SEO but also to optimize content pieces to determine the right topics along key parts of the buyer and customer journey.
I've used Saleforce for CRM, to which it was designed, as well as more recently integrating it with voice of the customer and certain touchpoints along the customer journey to optimize customer experience.
Drive all marketing and operations activities for this Dundee, UK-based life sciences organization.
Drove all marketing activities, including branding, product marketing, content strategy, customer experience, social media, SEO and search marketing, PR and marketing communications activities. Also managed agency and analyst relationships. Nuvel was acquired by Orangehook in 2015.
M4 is a customer experience and marketing consulting firm that coaches companies on how to be customer-centric, advises them on their digital transformation initiatives, and helps them to create omnichannel experiences that engage employees and drive customer value.
I received my MBA with specialization in Marketing and Strategy. My team was also a regional finalist for the HULT prize, a social entrepreneurial accelerator. Only 1% of all global universities receive this honor.
I received my BA in Economics. I was also a teaching assistant in Macroeconomics and Microeconomics.
Got several valuable CS related insights from Sue
Great talking to Sue. She's very experienced in all sorts startups and SAAS and greatly helped us around customer experience.
The call with Sue was super valuable and helpful for us. We're looking forward to the next call with Sue.
Very much enjoyed my second session with Sue. Looking forward to catching up in a couple of weeks to further test some of the ideas and strategic thinking that we've started.
Very much enjoyed my session with Sue and I'm looking forward to another. It was extremely useful getting an experienced perspective and sounding board as I currently move between Growth jobs. I particularly appreciated Sue's cross-functional perspective, bringing in how my new position could work in relation to customer success and finance teams. All this armed me with a great set of questions to expedite my understanding and approach. Thanks Sue!
Sue was great. She has TONS of experience in the B2B SAAS Space. Sue gave GREAT actionable and detailed advice on customer centric principles and product market fit. She truly cares about your success. I highly recommend Sue. She is an international superstar!
Sue has an effective process that will help all those who are struggling with solving the Product Market Fit puzzle. I would recommend her to anyone with this issue. Corey
I had an hour-long chat with Sue about product-market fit and how to reach it sustainably by being mindful about creating an awesome customer experience throughout the entire life-cycle of the customer journey. Sue's a real-life treasure chest of experience and I couldn't possibly recommend her highly enough.
Great mentor! Sue gave me some great CS and CX insights. Enjoyed chatting with her, can't recommend her more for some customer-facing chats.