{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"Making Sense of Martech","title":"What Client-Side Wishes Agencies Knew with Courtney Tierney","html":"","width":"100%","height":180,"duration":2413,"description":"Courtney Tierney spent years on the agency side telling brands what their CRM strategy should be. Now she's the one whose name is on the result. As director of CRM and customer engagement at Papa John's, she owns how the brand communicates with 42 million loyalty members across email, push notifications, SMS, and in-app channels. The gap between advising and owning is real, and this conversation gets into exactly where it shows.\nBefore Papa John's, Courtney was the senior director of account planning and research at Digital Additive, a Salesforce Marketing Cloud agency, where she worked with brands such as Grammarly and WeWork. She also spent time in-house at IHG. She's crossed the agency-to-client line more than once, which makes her perspective on what each side gets wrong about the other harder to dismiss than most.\nThis episode covers QSR category assumptions that fall apart in a pitch room, why deliverability is insurance, not overhead, how franchise models create competing contact strategies in the same inbox, and why the conventional wisdom to stay in your lane, agency or client side, is worth ignoring entirely.\n\n\nTimestamps\n\n03:55 — Agency energy vs. in-house ownership\n05:10 — QSR pizza is not QSR\n09:10 — Certifications, genuine expertise or the game\n12:53 — Launch before your reporting is ready, and you're guessing\n17:50 — Generalist agencies vs. CRM specialists\n25:37 — Deliverability jail, a real story\n30:17 — Cross-channel frequency and the national versus local fight\n38:35 — Geo-targeting competitors at the zip code level\n47:24 — Ignore the stay-in-your-lane advice\n\nSponsor\nBrought to you by Hightouch, the leading composable CDP and decisioning platform trusted by brands like Domino's, Chime, and Aritzia. 90% of customers have a real use case live within their first week, delivering world-class personalization at scale. Learn more at hightouch.com/msom.\n\n\nConnect & Subscribe\nSubscribe to Making Sense of Martech wherever you get your podcasts. Follow...","thumbnail_url":"https://img.transistorcdn.com/2xBD0217Lw_p8ycegYQlNgN3_3yOZ9LCNtHUu1dKlq8/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS9lZjUz/OGYwZDVlYWU2MzVj/MTA0NjA3Mzc4Zjkw/MTQ0Ni5wbmc.webp","thumbnail_width":300,"thumbnail_height":300}