We’ve increasingly heard customer success and customer experience used interchangeably, but Heidi Lasker, SVP of Customer Success for the Americas and APAC at Bynder, believes that while they are interconnected, they hold different spaces within a company.
In this episode, Alan and Heidi discuss tools for customer success and how to integrate them within the lifecycle of your customer and user relationship.
In this episode, you’ll learn:
- How Bynder excels at customer success
- Why strong cross-functional collaboration is critical to CX
- How to deliver the best possible experience through success programs
Key Highlights
- [02:15] Heidi’s career journey
- [04:49] The role of Bynder in today’s online world
- [06:00] How trends in the market have influenced Bynder’s path
- [07:38] Getting control of your asset management
- [10:38] What “good” content operation looks like
- [12:50] How Customer Success is defined today
- [15:38] The interplay between Customer Experience and Customer Success
- [18:20] Community’s role with users and customers
- [21:17] Marketing’s role in Customer Success
- [24:45] An experience that defines Heidi
- [26:33] Heidi’s advice for her younger self
- [27:18] What marketers should be learning more about
- [28:46] Brands Heidi is fascinated by
- [30:20] The biggest opportunity and threat for marketers today
Resources Mentioned:
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