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Inside the Entrepreneurial Garage: Marketing and Customer Success Alignment

In this episode of Your Customer, Your Success, Gary sits down with Tim Hines — fractional CMO, four-time founder, keynote speaker, business coach, and author of The Marketing Starter.
They dig into where marketing and customer reality drift apart, why churn is a marketing problem too, and how leaders can create room for innovation without breaking the business. You’ll hear Tim’s concept of the Entrepreneurial Garage and why customer success enablement should be as real as sales enablement.

This conversation reinforces a core principle of the show:

Client focus is a growth strategy.
Alignment drives retention.
Retention drives scale.

If you lead a team, manage client relationships, or are building something of your own, this episode will sharpen how you think about ownership across the full customer lifecycle.

CHAPTERS
00:36 Introduction
02:04 What’s the first sign marketing and customer reality are misaligned?
05:58 Where does marketing trip up and increase customer effort?
11:21 What does it mean to think like an entrepreneur inside a company?
13:45 The Entrepreneurial Garage: Creating space to innovate
20:09 Do leaders hit a wall on implementation?
22:55 Delivering hard truths to leadership and letting the data prove it
25:54 Which metrics should marketing obsess over to support Customer Success?
28:46 One operating principle that would save founders frustration
31:18 Does It Hold Water?
37:36 Chip Shots

Tim’s Book:

The Marketing Starter
https://www.amazon.com/Marketing-Star...

Connect with Guest
LinkedIn:   / tnhines  
Website: https://www.tnhines.com/

🔗 Connect with Gary Marra
LinkedIn:   / gary-marra  
Marra CX Hub: https://marracxhub.com/

YouTube: YCYS YouTube Page

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#CX #CustomerSuccess #ClientExperience #Leadership #MarketingLeadership #Retention #Churn #Entrepreneurship #Intrapreneurship #GrowthStrategy #TeamAlignment #Podcast #BusinessLeadership #podmatch