Customer engagement levers that drive cross-sell and retention

Episode notes

Customer engagement is not simply a support function. It’s increasingly a primary driver of cross-sell, retention, and long-term account growth in B2B go-to-market strategies. In this episode, Rob speaks with Ashley Swift, Director of Customer Marketing and Advocacy at Druva, to explore how she is intentionally designing engagement across the customer lifecycle, aligning community, events, advocacy, product alignment, and loyalty programs to support expansion and sustained value. Whether you’re looking to reduce churn, increase net retention, or strengthen internal champions, this conversation offers practical perspectives on turning customer engagement into a repeatable, revenue-impacting growth lever.