Insightful Moments Podcast: Reframing Partnership Management: A 5-Step Transition to a Customer Success Model

The traditional destination marketing organization (DMO) membership model is under increasing pressure. As destinations evolve from marketing organizations to destination management and stewardship leaders, simply maintaining partner relationships is no longer enough. The future belongs to organizations that create measurable stakeholder value, foster engagement, and build long-term ecosystem participation. In this episode of Insightful Moments, Dr. Jeremy Fairley explores how destination organizations can transition from traditional partnership management to a modern Customer Success model using a practical five-step framework. Drawing from principles commonly found in SaaS, customer experience, and relationship management, this episode examines how DMOs can increase stakeholder engagement, strengthen partner retention, improve organizational relevance, and drive greater destination-wide outcomes. Listeners will learn: Why traditional membership models are declining The difference between partnership management and Customer Success How to identify and address stakeholder disengagement The role of co-creation, value realization, and stakeholder outcomes A practical five-step framework for transforming destination partner relationships How Customer Success principles support destination stewardship and stakeholder alignment Whether you are a destination marketing professional, tourism executive, convention sales leader, membership manager, or community stakeholder, this episode provides actionable insights for building stronger, more resilient destination ecosystems.