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Elana
Heffley
Director of Customer & Lifecycle Marketing
Appcues
Elana Heffley is what happens when a customer marketer is also secretly a PMM, a launch lead, and the person who actually knows the roadmap. At Appcues, she's building the company's first customer marketing function – and, as the person who owns Appcues at Appcues, uses the product exactly the way her customers do. Over the past decade she's stood up go-to-market, lifecycle, advocacy, events, and engagement programs from scratch, including Zappi's first customer marketing function, customer conference, and community, and she's a vocal champion of customer marketing as the customer intelligence layer of every org.
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09 September 2026 11:15 - 12:00
PMM therapy | Slow art for fast shippers: making launches actually land
You ran the launch: email sent, banner live, sales briefed. Three months later someone asks if it worked, and nobody knows. This week you'll hear plenty about how to tier, bundle, and triage at AI speed. Necessary and yet, not enough. Because "launched" and "adopted" are different finish lines, and so many playbooks stop at the first one. The pile of shipped-but-untouched features keeps growing no matter how well you announce, and the quiet after a launch is its own kind of demoralizing. It's not you. Your launches are landing in channels your customers stopped watching. Key discussion points: - What happened after your last launch, and what "landed" actually means in 2026 - What's really moving adoption: the tactics, channels, and moments that got users to use the thing, and the launch activities you're still doing out of habit (not because your customers are watching) - How teams are proving it: measuring launches beyond opens, views, and vibes - What to hand to AI vs. what AI just helps you produce more of - Who owns what happens after the announcement: enabling sales and CS, running marketing air cover, educating customers, driving adoption Watercolors provided, paint-along optional. Hosted by Appcues.