“It’s important to build a culture where there’s empathy, strong communication and collaboration. Be open to feedback that you’re getting and give honest feedback. If you do that, everyone should be empowered to drive the success of your customers and know how their role makes an impact.”
Please tell us more about your professional background and your role at Bynder?
I’ve been working in technology companies in customer-facing roles for just over 25 years. I started before there was such a thing called “customer success”. It was called “account management” or “relationship management” previously.
Before I got to Bynder, I spent most of my career in start-ups, joining smaller businesses as the first customer-facing person to put processes in place and lay the foundation for a growing team. I joined Bynder in late 2017, coming in as the Head of US Customer Success.
When I joined, I had four customer success managers on my team initially, but over time with acquisitions, organic growth, the creation of the customer experience group and different post sales customer facing teams becoming part of Customer Success, the team continued to grow. Now with my promotion to the CCO role, the team has become global. Over six years going from managing four people to 150 or so has been a fun ride.
What advice would you give to brands looking to build a customer-centric org?
Cross-functional collaboration and breaking down silos is foundational to all of it. If you operate in silos, it will be really challenging to build a customer-centric culture.
It’s important to build a culture where there’s empathy, strong communication and collaboration. Be open to feedback that you’re getting and give honest feedback. If you do that, everyone should be empowered to drive the success of your customers and know how their role makes an impact.
Context is crucial. We’re enabling our customers to create, manage and distribute their content so they can drive exceptional content experiences.. Many of our customers have large budgets for content creation and are investing heavily in their marketing ecosystem to get this content into the market so it’s important for us to support them and make sure they get it right. That kind of context is crucial to the teams who are delivering on our brand promise, and we share these types of insights with our go-to-market teams regularly.
Read Complete Interview: https://martech360.com/tech-content/content-management/martech360-interview-with-heidi-lasker-chief-customer-officer-at-bynder/
#contentmanagement #accountmanagement #artificialintelligence
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