Episode 4.4 – Keeping Customers After You Win Them

Marketing does not end when a customer makes a purchase. In this episode, Dr. Derek, Sarah Mitchell, and Miguel Ramirez explore customer relationship management, customer retention, personalization, customer journey mapping, and customer lifetime value. Through examples from ShadeTree Coffee and B2B manufacturing, listeners learn how organizations use CRM tools and customer data to build stronger relationships, improve communication, encourage repeat purchases, and create better customer experiences. The episode also discusses the ethical use of personalization and how AI can support customer relationships without replacing genuine human connection.