SaaS Customer Success, Analysis & Communication Blog

Building HubSpot Singapore’s Foundational Culture & Team - A LinkedIn Post

I posted some thoughts on HubSpot, hiring, and Singapore on Linkedin. If you know anyone in Singapore, feel free to share and send them my direction!


Topics: customer success culture singapore

Check Out An Adapted Post of Mine on TheNextWeb!

Super happy to quickly bring attention a TheNextWeb post by me today. It's a gracious adaptation of a longer piece featured previously here on this blog.

Topics: hiring liberal arts degrees

The One Key Trait That Great Product Managers and Support Managers Share

sharing_is_caring_memeProduct Managers and Support Managers don't end up in the same sentence often. But in my experience, Product Managers and Support Managers actually share some similar responsibilities and tasks:

  1. Both need to accomplish a hard job with specific goals and limited resources
  2. Both need to deeply understand systems dynamics
  3. Both need to regularly measure and improve output

As categories of work, both Product Managers and Support Managers do all of the above, and more. Great versions of both roles share one key trait, though.

Topics: software customer success user experience customer service management

How to Predict, Solve, and Avoid Dangerous Customer Service Queues


As a customer base grows and a customer service team scales with that growth, it's almost inevitable that you'll run into nasty queue dynamics at least once. A few examples of environments where work queueing can occur:

  • Technical support ticket queues
  • Task queues that require human involvement
  • Customer onboarding queues

In a perfect world, a company would be staffed perfectly versus demand to deal with these constant streams of work. You'd have exactly the number of resources necessary to hit response timeframe goals on a daily/weekly/monthly basis, and all would be happy in the land of customer support. Back in reality, this is rarely the case when you're managing customer work in a fast-growth environment.

Topics: customer success software customer success customer service management

What Is Customer Delight? It's Bullshit, That's What It Is.

The phrase "customer delight" is bullshit. A decent barometer for bullshit is a Google Images SERP:


These results read more like Six Sigma and supply chain analysis than anything useful - much less anything a customer would care about. What a bunch of business drivel. It's a good sign that a business phrase has jumped the shark when a GIS page looks like this. Such depression.

Topics: customer success user experience