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Beating The Drum
45 minutes | 3 days ago
What B2B Marketers Can Learn From B2C Loyalty Programs with Liz Richardson
“There’s a lot more clarity we can bring to our B2B programs to make sure that people understand, like, yes, when I do this, I will be able to have these opportunities. And when I put a value proposition out there that the customers are going to get chances to do X, Y, and Z,...
69 minutes | 17 days ago
The Importance of Having a 360° View of Your Customer with Cynthia Hester
“We need all those people talking to each other, talking to us, so we get a really good sense of: what the right story is, and then how to get to that goal.” – Cynthia Hester Cynthia Hester is the Director, Global Customer Programs at Google Cloud. She has over twenty years of experience in...
2 minutes | 3 months ago
Happy Holidays! A Little Message from Yours Truly
Happy Holidays, BTD-ers! (I’ll have to find a better name for this at some point.) Margot here. Hope you’re all staying safe and healthy right now. I wanted to let you know that the show will be going on a short hiatus during the holidays, with new episodes coming in 2021. I’ll be spending much of...
37 minutes | 3 months ago
How to Create Relevance and Boost Your Team’s Visibility with Zoe Meyer
“Have you raised your hand for stretch opportunities to try something outside of the box or outside of your comfort zone? It’s that type of relevance that brings attention to you as a potential person who can be promoted within the organization.” – Zoe Meyer Zoe Meyer is the Customer Engagement & Operations Lead for...
37 minutes | 3 months ago
Customer Engagement Lessons From My Time in Customer Success with Christina Prudent
“It’s about really having that open line of communication between yourself and the CX team, so that you’re always on the same page.” – Christina Prudent Christina Prudent is the Senior Customer Marketing Manager at FullStory. Previously, she worked in customer marketing at companies like Talkdesk and NICE inContact, but also spent some time in...
40 minutes | 4 months ago
Lessons Learned From 400+ Executive Briefings with Lisa Bregante
“No matter what your title is, you have a voice at the table.” – Lisa Bregante Lisa Bregante is the Group Manager, Customer Marketing at PagerDuty. We covered a wide range of topics, including how her experience facilitating executive briefings helped prepare her for her current role, as well as what she’s learned moving from...
38 minutes | 4 months ago
Using Retention and Lifecycle Marketing to Increase Customer Loyalty with Kelvin Cornaz-Tranphuoc
“To build a loyal customer, it actually starts from the very beginning when the customer interacts with your brand.” – Kelvin Cornaz-Tranphuoc Kelvin Cornaz-Tranphuoc is the Senior Director and General Manager of Retention at Rocket Lawyer. I’m really interested in how customer advocacy can play a larger role within the post-purchase journey and how there...
49 minutes | 4 months ago
Using the Customer Centricity Model to Demystify Customer Marketing with Charlotte Lilley
“Especially in this day and age, every company is striving to be more customer-centric, but few can really walk that talk. And I think customer marketers are the future of creating customer-centric companies.” – Charlotte Lilley Charlotte Lilley is the Head of Global Customer Marketing at Coupa. Charlotte kicked off her career in sales, founded...
47 minutes | 4 months ago
How Advocacy Can Play a Larger Role in the Customer Journey with Julie Perino
“I think marketing is, more and more, taking a bigger role, a more forward role. It’s really co-ownership of that responsibility to drive customer experience, customer success, and adoption of the solutions.” – Julie Perino Julie Perino is the Head of Global Customer Marketing at Adobe. I am a huge believer that customer advocacy can...
50 minutes | 5 months ago
Taking The Long-Term Approach to Working with Customers with Amy Shever
“The goal should be having that customer for life as a great reference, which also means making sure that they’re getting value out of participating in the different reference activities, not burning them out on too many, and also figuring out what makes sense over time.” – Amy Shever Amy Shever is the Senior Customer...
42 minutes | 5 months ago
The Benefits of Customer Advocacy (From An Advocate’s Perspective) with Jeff McKittrick
“It makes you feel good because you get recognized as a leader externally, versus just focusing on being in your day to day job, where you’re not thinking about your next move, or your next promotion, or your next job at another company.” – Jeff McKittrick Jeff McKittrick is the Managing Director of Digital Sales...
39 minutes | 5 months ago
How to Launch and Manage Your Sales Reference Program as a Team of One with Liv Schichtel
“At the end of the day, the biggest, [most] important thing in this role is that customer relationship. You don’t want to lose that customer relationship just to get another customer.” – Liv Schichtel Liv Schichtel is the Customer Marketing Manager at AvidXchange. A popularly requested topic for this show is around setting up sales reference...
52 minutes | 6 months ago
How Gifting Can Supercharge Your Customer Relationships with Leslie Barrett
“To me, there’s nothing more magical than an account going dark, then you send them something and then … a la kazaam! All of a sudden, they respond to you. It’s magic.” – Leslie Barrett Leslie Barrett is the Senior Customer Marketing Manager at Sendoso, a sending platform that gives companies new ways to engage...
36 minutes | 6 months ago
How to Measure Success at an Operational and Executive Level with Rhett Livengood
Rhett Livengood is the Worldwide Director of Digital Business Enabling at Intel. Prior to that, he was Intel’s Worldwide B2B Customer Engagement Director and has a ton of experience in the space. You can connect with Rhett on LinkedIn. On this episode, we cover: Why SaaS means that companies are valuing customer marketing and engagement...
37 minutes | 7 months ago
Using Online Reviews to Drive Endless Value for Your Company and Customers with Lauren Harris
“To me, customer centricity is the foundation. And you really need it.” – Lauren Harris Lauren Harris is the Director of Global Customer Programs at Oracle. One of the areas where she’s driven a ton of value is in leading their customer review team, covering 6+ lines of business, 3 vendors, and over 15 functional...
36 minutes | 7 months ago
How to Partner With Sales for Mutual Success with Allyson Stinchfield
“Despite the fact that sometimes we’re living in such a digital world, human relationships still truly matter.” – Allyson Stinchfield Allyson Stinchfield is the Chief Customer Officer at Needle Space Labs, a marketing agency in Berkeley, California. Prior to that, she was the Customer Marketing Director at Splunk, an enterprise software company. We spoke about...
47 minutes | 7 months ago
Taking Your Video Storytelling to the Next Level with Ben Bradley
“For me, it’s what is the ‘why’ behind what people are doing and how can I bring that to light.” – Ben Bradley Ben Bradley is the Founder and Director of Right Hand Films. We previously worked together on several customer testimonial videos during my time at Rubrik. (Fun fact: the quality and artistry of...
41 minutes | 7 months ago
How To Position Customer Advocacy as “Must-Have” Instead of “Nice-to-Have” with Claire Grove
“It starts and finishes with: what was it that your business is trying to achieve?” – Claire Grove Claire Grove is the Customer Advocacy and Storytelling Strategy Director at ServiceNow. Previously, she ran UK customer advocacy at Microsoft, as well as the EMEA customer reference program at Salesforce. Claire has this incredibly calming energy and...
37 minutes | 7 months ago
The Importance of Turning Customers Into Advocates: A Sales Perspective with Dan Raynes
“You want to make your customers referenceable? Then you’ve got to go out of the way to keep your customers happy.” – Dan Raynes Dan Raynes is a State and Local Senior Account Executive at Rubrik. He is one of the highest performing sales reps I know and has consistently achieved over 100% of his...
40 minutes | 8 months ago
Making Customers Your North Star By Utilizing Customer Advisory Boards with Sarah Moody
“It’s really important that the leadership team think of this as a program, that they have a dedicated owner, ongoing budget — like budget for a year, not budget for a meeting, or budget for a month, or budget for a quarter.” – Sarah Moody Sarah Moody is the CEO at Customers Always First, a consulting...
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