Jun 19 2024 32 mins
Customer Success is evolving, and so should the communication strategies CS Leaders use to share their vision and build influence within their organizations.
Neil Wu Becker, CEO and Co-Founder of NextBound, joins the show to offer marketing insights on how CS teams can evolve. He discusses communication challenges between CS and marketing, the importance of proactive and declarative leadership, and the benefits of integrated marketing models for CS efforts.
About Neil:
Neil Wu Becker is the CEO and Co-founder of a marketing firm that offers CMO, brand/creative/content, growth marketing, and PR/Corporate Communications services. He leverages a proven global management background as a CMO, leading B2B enterprise marketing for pre-IPO, unicorn, SaaS, AI, and public companies seeking to grow at scale. Neil is an award-winning, high-energy leader with a talent for establishing mature operations and building major-league marketing teams that companies can grow into for years. He has a track record of devising creative, industry-recognized integrated marketing plans that accelerate brand awareness and demand/pipeline for fast-growing tech companies. Neil is a Forbes Council member and an adviser for startups and accelerators, helping them establish brands and go-to-market plans for exponential growth and maximum valuation.
Guest Quote:
“CS teams need to be declarative, not inquisitive, but declarative. People who are public speakers will get this. You have to walk on the stage and command the stage… So you have to be declarative and set the agenda and say, ‘Hey! Here are 2 or 3 things that we're seeing as a priority in the CS organization that we need help from the other organizations to help us with because we are the predicate, not the subject of that statement.’ Like, we are the caboose, not the engine of the train.”
Timestamps:
*(02:45) - Evolution of Customer Success
*(05:45) - Bridging Customer Success and Marketing
*(17:45) - Benefits of the Integrated Marketing Model
*(29:25) - Quick Hits
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Links:
- Connect with Taylor Johnston on LinkedIn
- Connect with Neil Wu Becker on LinkedIn
- Learn more about Vitally
- Learn more about NextBound
- Take our season 1 survey