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Kevin Lau on Why We’ve Lost the Ability to Humanize the Customer Experience
Manage episode 337400929 series 3233317
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Renowned for his time at Adobe as Global Head of Customer Advocacy and now serving as Senior Director of Customer Advocacy at F5, Kevin Lau unpacks the balance between successfully driving revenue and acquiring new customers all while maintaining an existing customer base.
This episode is jam-packed with insights into the world of customer marketing from the perspective of a legend who has started from scratch to build world-beating customer experiences at some of the industry’s leading organizations: Google, Marketo, and Adobe.
It’s an episode you most certainly won’t want to miss.
Hot Topics of this Episode Include:
- How to bridge the great divide between demand generation, driving revenue, and maintaining the existing customer base in a SaaS model
- The success behind Marketo’s Marketing Nation and what brands must remember about their customers
- In his own words – Kevin’s story on his acquisition journey from Marketo to Adobe (the one that you won’t find in the 2018 press releases!)
150 episodes
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