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

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 & 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/bynder Hosted on Acast. See acast.com/privacy for more information.