Episodes

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,…

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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…

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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…

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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…

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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…

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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…

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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…

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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…

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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…

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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…

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