Heidi Lasker's guest appearances

Heidi Lasker

Marketing Today with Alan Hart

Chargebee's Champions of Change Podcast

OwlTail

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 successWhy strong cross-functional collaboration is critical to CXHow to deliver the best possible experience through success programsKey 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 todayResources Mentioned:BynderForrester DAM LeaderBynder's acquisition of GatherContentNew Balance &amp; J Crew PartnershipFollow the podcast:Listen in iTunes (link: http://apple.co/2dbdAhV)Listen in Google Podcasts (link: http://bit.ly/2Rc2kVa)Listen in Spotify (Link: http://spoti.fi/2mCUGnC)Connect with the Guest:https://www.linkedin.com/in/heidilasker/https://twitter.com/heidilaskerhttps://twitter.com/bynderConnect with Marketing Today and Alan Hart:http://twitter.com/abharthttps://www.linkedin.com/in/alanharthttp://twitter.com/themktgtodayhttps://www.facebook.com/themktgtoday/https://www.linkedin.com/company/marketing-today-with-alan-hart/Support the show: https://www.patreon.com/marketingtodaySee omnystudio.com/listener for privacy information. Become a member today and listen ad-free, visit https://plus.acast.com/s/marketingtoday.  Hosted on Acast. See acast.com/privacy for more information.

We've increasingly heard customer success and customer experience used interchangeably, but <a href="https://www.linkedin.com/in/heidilasker/" rel="nofollow" target="_blank">Heidi Lasker</a>, SVP of Customer Success for the Americas and APAC at <a href="https://www.bynder.com/en/reports/forrester-wave-report-2022/" rel="nofollow" target="_blank">Bynder</a>, 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:<ul><li>How Bynder excels at customer success</li><li>Why strong cross-functional collaboration is critical to CXHow to deliver the best possible experience through success programs</li></ul>Key Highlights<ul><li>[02:15] Heidi's career journey</li><li>[04:49] The role of Bynder in today's online world</li><li>[06:00] How trends in the market have influenced Bynder's path</li><li>[07:38] Getting control of your asset management</li><li>[10:38] What “good” content operation looks like</li><li>[12:50] How Customer Success is defined today</li><li>[15:38] The interplay between Customer Experience and Customer Success</li><li>[18:20] Community's role with users and customers</li><li>[21:17] Marketing's role in Customer Success</li><li>[24:45] An experience that defines Heidi</li><li>[26:33] Heidi's advice for her younger self</li><li>[27:18] What marketers should be learning more about</li><li>[28:46] Brands Heidi is fascinated by</li><li>[30:20] The biggest opportunity and threat for marketers today</li></ul>Resources Mentioned:<ul><li><a href="https://www.bynder.com/en/reports/forrester-wave-report-2022/" rel="nofollow" target="_blank">Bynder</a></li><li><a href="https://www.bynder.com/en/reports/forrester-wave-report-2022/" rel="nofollow" target="_blank">Forrester DAM Leader</a></li><li><a href="https://www.bynder.com/en/blog/bynder-acquires-gathercontent/" rel="nofollow" target="_blank">Bynder's acquisition of GatherContent</a></li><li><a href="https://www.gq.com/story/j-crew-new-balance-992" rel="nofollow" target="_blank">New Balance &amp; J Crew Partnership</a></li></ul>Follow the podcast:<ul><li>Listen in iTunes (link: <a href="http://apple.co/2dbdAhV" rel="nofollow" target="_blank">http://apple.co/2dbdAhV</a>)</li><li>Listen in Google Podcasts (link: <a href="http://bit.ly/2Rc2kVa" rel="nofollow" target="_blank">http://bit.ly/2Rc2kVa</a>)</li><li>Listen in Spotify (Link: <a href="http://spoti.fi/2mCUGnC" rel="nofollow" target="_blank">http://spoti.fi/2mCUGnC</a>)</li></ul>Connect with the Guest:<ul><li><a href="https://www.linkedin.com/in/heidilasker/" rel="nofollow" target="_blank">https://www.linkedin.com/in/heidilasker/</a></li><li><a href="https://twitter.com/heidilasker" rel="nofollow" target="_blank">https://twitter.com/heidilasker</a></li><li><a href="https://twitter.com/bynder" rel="nofollow" target="_blank">https://twitter.com/bynder</a></li></ul>Connect with Marketing Today and Alan Hart:<ul><li><a href="http://twitter.com/abhart" rel="nofollow" target="_blank">http://twitter.com/abhart</a></li><li><a href="https://www.linkedin.com/in/alanhart" rel="nofollow" target="_blank">https://www.linkedin.com/in/alanhart</a></li><li><a href="http://twitter.com/themktgtoday" rel="nofollow" target="_blank">http://twitter.com/themktgtoday</a></li><li><a href="https://www.facebook.com/themktgtoday/" rel="nofollow" target="_blank">https://www.facebook.com/themktgtoday/</a></li><li><a href="https://www.linkedin.com/company/marketing-today-with-alan-hart/" rel="nofollow" target="_blank">https://www.linkedin.com/company/marketing-today-with-alan-hart/</a></li></ul><a href="https://www.patreon.com/marketingtoday" rel="payment nofollow" target="_blank">Support the show: https://www.patreon.com/marketingtoday</a>See <a href="https://omnystudio.com/listener" rel="nofollow" target="_blank">omnystudio.com/listener</a> for privacy information. Become a member today and listen ad-free, visit <a href="https://plus.acast.com/s/marketingtoday" rel="payment nofollow" target="_blank">https://plus.acast.com/s/marketingtoday</a>. Hosted on Acast. See <a href="https://acast.com/privacy" rel="noopener noreferrer nofollow" target="_blank">acast.com/privacy</a> for more information.

318: The Path to Customer Success with Bynder’s Heidi Lasker

Vikram welcomes Heidi Lasker, VP of Customer Success, Americas at Bynder, to the podcast this week. As you will hear, Heidi is a proven data-driven Customer Success leader who is fully focused on growing and managing teams that drive customer adoption, retention, expansion, and advocacy. Through her work, she has become a spokesperson for humanizing customer experiences, making her the perfect person to discuss the many aspects of building organizations boasting customer success cultures.Heidi is absolutely overflowing with information and advice as she reviews customer success trends, explains the role of the Customer Success Department, and then delves into the many aspects that go into creating and maintaining a customer-centered culture within the organization. Along the way, she addresses ensuring a unified voice across all channels, the key pillars in customer success, focusing on objectives and key results, the sales side of her job, and customer health score tracking. All of this leads to her concluding thoughts regarding the need for investing in customer success as early as possible in the life of an organization. As you listen in today, you will undoubtedly agree that Heidi’s passion, knowledge, and insight into her work here today render this episode, as Vikram notes, ‘a phenomenal learning experience’.

Vikram welcomes Heidi Lasker, VP of Customer Success, Americas at Bynder, to the podcast this week. As you will hear, Heidi is a proven data-driven Customer Success leader who is fully focused on growing and managing teams that drive customer adoption, retention, expansion, and advocacy. Through her work, she has become a spokesperson for humanizing customer experiences, making her the perfect person to discuss the many aspects of building organizations boasting customer success cultures.Heidi is absolutely overflowing with information and advice as she reviews customer success trends, explains the role of the Customer Success Department, and then delves into the many aspects that go into creating and maintaining a customer-centered culture within the organization. Along the way, she addresses ensuring a unified voice across all channels, the key pillars in customer success, focusing on objectives and key results, the sales side of her job, and customer health score tracking. All of this leads to her concluding thoughts regarding the need for investing in customer success as early as possible in the life of an organization. As you listen in today, you will undoubtedly agree that Heidi’s passion, knowledge, and insight into her work here today render this episode, as Vikram notes, ‘a phenomenal learning experience’.