Ground Up Podcast

Drift’s Approach for Getting Closest to the Customer

Drift’s VP of Customer Success shares how her team thinks about scaling conversations, relationships, and one-to-one communication in a world of automation.

John Bonini John Bonini on February 6, 2018 • 1 minute read

“Whoever gets closest to the customer, wins.”

This is the ideal–the mission–that Drift, a conversational marketing platform, is built off of.

It informs every aspect of the company, from its internal culture to the product’s core functionality, to marketing, sales–it’s a literal expression of how Drift operates.

So when Drift added Julie Hogan as its VP of Customer Success & Services last year, the role came with a particular significance.

How does a company continue to scale the seemingly un-scalable, conversations? Relationships? Connection?

In essence, how do we stay close to the customer in a world of automation?

There’s a reason Drift added Hogan to continue figuring that out. She comes with a breadth of experience, not just from her 7+ years at HubSpot, but also from her time spent in the hospitality space developing skills she now looks for when hiring.

If there’s anyone that can realize Drift’s bold mission, it’s Hogan. David Cancel called her “a legend”, “OG”, and “phenom that rose through the ranks.”

Listen in as Hogan shares how she found her way to Drift, as well as her team’s approach to solving for the customer in a way that’s not scalable, but should be.

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About the author
John Bonini
John Bonini is Director of Marketing at Databox. He's passionate about building brands that tell great stories. Connect with him on Twitter @bonini84.
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