Kevin Lau

#general - February 20, 2025 at 07:00 PM

Looking forward to seeing some of you tomorrow for @Mary Green (Owner CMAweekly) weekly sync at 11 AM where we'll discussing building a center of excellence in CMA. I won't have a super formal preso but I'll cover the mechanics and share examples - please come with questions you want to ask so I can tailor it to what you need - link to join is under <#C04B57HN9D3|>

#general - February 20, 2025 at 06:51 PM

Confirmed with Rona my votes went through but I broke the form after voting for too many ppl on the list

#general - February 19, 2025 at 08:56 PM

TFW you try and vote and the form fails 🫠

#linkedin - February 19, 2025 at 04:20 PM

Today's post is all about measurement with some of the content from my CMA course: https://www.linkedin.com/posts/kevinkennethlau_customer-marketing-measurement-activit[…]m=member_desktop&rcm=ACoAAAUKKfABX9xcPO0DU-3nozB7LbJCdBJoLxM

#general - February 14, 2025 at 05:32 AM

Spoken like a true customer marketer!

#general - February 13, 2025 at 12:07 AM

He's immediately getting my vote

#general - February 12, 2025 at 09:08 PM

Can I get an amen

#jobs - February 12, 2025 at 04:59 PM

Yes

#jobs - February 11, 2025 at 07:40 PM

Will be posting several VoC roles opening up on my team in the coming weeks

#jobs - February 11, 2025 at 04:22 PM

Open role on my team in Chennai or Bangalore: https://jobs.smartrecruiters.com/Freshworks/744000041668386-lead-customer-marketing

#open-share - February 10, 2025 at 07:17 PM

Will cover some of the principles but I'm also doing a session with @Mary Green (Owner CMAweekly) in a few weeks that you can ask as well

#open-share - February 07, 2025 at 08:17 PM

We’ve been making this a requirement when working with campaign teams that use our stories - attribution and influence need to be tied back to the asset and stories we just developed or you’re not getting them in the future

#open-share - February 07, 2025 at 04:29 PM

@Joel Primack I think you asked for this topic: https://www.linkedin.com/posts/kevinkennethlau_customermarketing-customerengagement-d[…]037015355392-1szP?utm_source=share&utm_medium=member_desktop

#jobs - February 06, 2025 at 06:48 PM

https://apply.workable.com/thematic/j/330D0130EE/

#jobs - February 05, 2025 at 03:21 AM

Two roles on my old team at adobe - you’ll learn a ton https://www.linkedin.com/posts/kelsey-a-bourque_adoption-marketing-manager-in-san-francisco-activity-7292651881909100544-_3QP?utm_source=share&utm_medium=member_ios

#general - February 03, 2025 at 10:46 PM

Best $20 ever

#discussions - January 31, 2025 at 06:58 PM

A few folks I would highly recommend connecting with 1:1 @Brittnee Dawson @Colleen Gauthier @Shannon Howard @Joel Primack @Ari Hoffman @Alexie Glover @Mindy Youngs @Alison Bukowski to name a few! Aadhi is building something new in the space and it would be great to share your feedback with him

#general - January 29, 2025 at 11:01 PM

Sorry

#general - January 29, 2025 at 05:38 PM

While this is specific to marketing ops, it’s very applicable to our industry as well - cheat sheet for interviews https://www.linkedin.com/posts/darrellalfonso_marketing-martech-marketingoperations-activity-7290368121037635584-oIBe?utm_medium=ios_app&utm_source=social_share_send&utm_campaign=copy_link

#general - January 24, 2025 at 04:48 PM

This is also unfortunately why we become more susceptible to layoffs, reductions or getting absorbed by various teams and why it can be hard to justify new HC or resources when competing against more established functions like dg or PMM where it’s been understood for decades what these teams do and the value they drive. Just my two cents

#general - January 24, 2025 at 04:25 PM

There’s definitely a huge misconception of what our industry is based on where it sits in the org. It’s often a laundry list of things they want the person to be - a Swiss Army knife that can tactically be deployed to handle anything and everything but lacking the specificity to do a few things really good.

#welcome - January 21, 2025 at 10:11 PM

Welcome - did you work with Cristina Melluzzi at Cisco?

#general - January 14, 2025 at 05:03 PM

actually I decided to make it today's post since its timely

#general - January 14, 2025 at 04:31 PM

It's on my calendar 🙂

#general - January 14, 2025 at 12:11 AM

Agreed - when we say customer marketing, 95% of it usually refers to advocacy only - and while there’s nothing wrong with that - it limits our ability to be seen as full lifecycle marketers and have a seat at the table IMO

#general - January 13, 2025 at 09:52 PM

I asked chatgbt and put in the parameters of a 5k org with $1b in revenue:

For a B2B tech company with 5,000 employees and $1 billion in revenue, achieving a CSAT score between 75% and 85% is considered strong and aligns with industry standards. The software and SaaS sector, in particular, reported an average CSAT score of 78% in 2022, reflecting high customer expectations and competitive service levels.

It's noteworthy that some studies have reported higher average CSAT scores in B2B industries. For instance, a 2022 report indicated an average CSAT score of 89%, though only 4% of companies achieved this level, suggesting that such high scores are exceptional.

Therefore, maintaining a CSAT score within the 75% to 85% range is indicative of solid customer satisfaction for a company of this size in the B2B tech sector. Striving for scores above 85% can further distinguish your company, though achieving such levels is relatively rare and may require exceptional customer experience strategies.

#general - January 13, 2025 at 08:27 PM

The phrase lifecycle marketing can be triggering for DG folks that believe it's all about expansion and upsell campaigns - that often is where the crunchiness lies when they want to show the complete end to end support from a lead acquisition > revenue impact. I've been chatting with quite a few folks in here about this lately - imo, CMAs are the best positioned to orchestrate it from a post-sale experience standpoint and this puts us in a better light when most CMOs are DG or brand focused and less on the customer experience

#general - January 09, 2025 at 06:09 AM

The short answer - world domination

#general - January 08, 2025 at 04:55 PM

That's awesome

#general - January 06, 2025 at 09:47 PM

ahhh good topics

#general - January 06, 2025 at 09:36 PM

Welllll...I made it a declaration, so now I need to follow through and do it 😅 - I'm going to be posting regularly on linkedin 3-5x a week with practical CMA tips and leadership resources - if I'm lucky, and have enough time, I might do a video once a week - if there's something you'd like me to cover, LMK. One of the topics for tomorrow is how to scale your CMA results when you're new or have an expanded role

#general - December 19, 2024 at 04:31 PM

no required a lot of stakeholder alignment to drive the relationships and build the trust

#general - December 12, 2024 at 01:18 AM

Securing an extra $400k in budget before eoyyyyyy

#general - December 04, 2024 at 03:56 PM

Send me a PM

#general - December 03, 2024 at 09:26 PM

I can share it with you 1:1

#general - December 03, 2024 at 08:29 PM

If interested I can share my pitch deck with ppl

#general - December 03, 2024 at 08:28 PM

I do have a single slide I use in every one of my presos that’s from that report - I presented it to our ceo and mgmt team and it works wonders

#general - December 03, 2024 at 08:28 PM

Let me ask

#general - December 03, 2024 at 07:17 PM

Good read: https://www.forrester.com/blogs/customer-marketers-be-ambitious-but-not-careless/

#general - November 25, 2024 at 09:51 PM

Happy to talk about org design as part of the discussions I'm going to have with Mary in a few weeks

#general - November 20, 2024 at 11:54 PM

I have a 25 page brief that goes into the details that I could walk you through at some point

#general - November 20, 2024 at 11:54 PM

Pretty much everything qualitative and quantitative feedback - 1:many surveys (NPS etc.), customer interviews, advisory councils, CAB, closed loop feedback, insights aggregation etc.

#welcome - November 20, 2024 at 10:18 PM

<@U081SG72GD9> - omg it’s been a hot minute. Good to see youuuu!

#general - November 20, 2024 at 04:11 PM

I posted a visual of my team charter somewhere in here a few weeks back but this is how it's structured - it's purposely designed to be a CoE engaging customers across their entire journey to drive stickiness and create raving fans
• VoC
• Community
• Customer Edu
• Advocacy
• Lifecycle and Retention
• Customer Comms
• Exec Engagement

#jobs - November 19, 2024 at 06:57 PM

Was going to say if you need me to pull some for you lmk

#general - November 19, 2024 at 06:54 PM

Resharing in general in case others are interested

#jobs - November 19, 2024 at 06:53 PM

FYI if you need industry comp breakdowns by role and level: - you can play around with the GEOs to get an estimate https://app.comprehensive.io/benchmarking/s/jobFamily=Software+Engineering&level=IC3

#general - November 15, 2024 at 09:39 PM

We just wrapped up our NA CAB today. If anyone needs location recommendations in the Bay Area - cavallo point is a great one overlooking the Golden Gate Bridge

#general - November 14, 2024 at 08:00 PM

Depending on how you're resourced it could start as a shared program across several teams or departments that have similar goals - essentially an MVP and as it matures, you'll prob find that naturally it will move in the direction where the program best aligns to supporting the customer and you can make the case of a COE. It helps remove the territorial bickering to get started and just solve a customer problem

#general - November 14, 2024 at 07:08 PM

This is how I’ve structured it within my team to drive buyin and stakeholder alignment tied to the customer journey.

Practitioner includes things like community, lifecycle and adoption programs, education and training

Influencer is developing brand evangelists and customer evidence

Exec: thought leadership / exclusive tailored communities etc

I believe I’m doing a session with @Mary Green (Owner CMAweekly) in a few weeks where I can explain this further