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 involved in 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 organizations. 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 render this episode, as Vikram notes, ‘a phenomenal learning experience’.
The Finer Details of This Episode:
Heidi’s perspective on current and future trends in customer success
The role of the customer success department in delivering customer experience
Building a culture where customer success extends into every touch point
Ensuring a unified voice across departments/channels
The secret behind Bynder's lasting customer relationships
The 4 key pillars in building a culture of customer success
Breaking down silos between teams
The Objectives and Key Results (OKR) model
Heidi’s approach to the sales side of her job
Customer health score tracking
When and why a scale-up should start investing in customer success