The Peerbound Podcast

Kevin Lau (Sr. Director, Global Customer Engagement at F5) on Strategic Alignment in Customer Marketing

Episode Summary

Join us as Kevin Lau, Senior Director of Global Customer Engagement at F5, shares thoughts on the evolving landscape of customer marketing. Discover how to set and align priorities with executive leadership, how to source and distribute customer feedback, and strategies for building a robust customer engagement tech stack.

Episode Notes

In this episode, Sunny and Kevin explore:

(00:53) Kevin's journey from his first post-college job to customer marketing
(03:17) A glimpse into F5 and Kevin's pivotal role there
(04:53) The mission of the Customer Engagement team at F5, and how they measure success
(07:35) Challenges faced in building a new team and how to overcome them
(09:12) Developing cross-functional relationships for customer success
(11:29) Defining metrics and the vision of success at F5
(13:50) Kevin's tech stack for enhancing customer engagement and how to procure technology with a focus on clear KPIs
(17:20) Prioritizing as a customer marketing and engagement leader
(20:16) Mechanisms for effectively gathering valuable customer feedback
(22:52) Kevin's predictions for the future of customer engagement and advocacy
(24:33) Qualities to look and interview questions for hiring

Stay tuned through the end of the show (26:41) to learn:

If Kevin is team pizza or burgers.
Whether Kevin is an early bird or a night owl.
Who Kevin thinks we should interview next.

Featuring:

Kevin Lau (LinkedIn)

Sunny Manivannan (LinkedIn, Twitter)

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