SaaS Customer Success, Analysis, and Communication Blog

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

Posted by Michael Redbord

Mar 20, 2014 8:00:00 AM

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.

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Topics: software customer success, user experience, customer service management

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

Posted by Michael Redbord

Mar 18, 2014 8:30:00 AM

traffic_jam

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.

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Topics: customer success, software customer success, customer service management

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

Posted by Michael Redbord

Feb 25, 2014 11:18:00 AM

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

customer_delight_is_bullshit

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.

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Topics: customer success, user experience

How to Get an Outstanding First Job as a Modern Liberal Arts Graduate

Posted by Michael Redbord

Feb 13, 2014 3:05:00 PM

I read an article in the New York Times recently on how employers need to "reopen the doors to the young". As someone that has hired 50+ people under age of 25 in the past year and have had none of them fail in their new jobs, I felt compelled to comment on how out of touch this article is, and also lay out the steps below for how modern liberal arts graduates need to view the world and themselves to land truly outstanding first jobs. It's a complex problem, and - importantly -  I think the NYT article misrepresents the difficulty for both hiring managers and job seekers for entry-level jobs.

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Topics: hubspot support, hiring, liberal arts degrees

4 Ways That Seasonality Can Affect Net Promoter Scores

Posted by Michael Redbord

Jan 12, 2014 8:56:00 PM

seasonalityFor businesses that aren't strongly seasonal, does seasonality have an effect on Net Promoter Score? I think so, and my view on this is that it's due to macro factors which affect customers - who are in fact human beings, and have other interests than your company.

At HubSpot, where I work, I saw a downturn in NPS around the holidays which prompted this post. Below are a few influencers on NPS that are worth thinking about when you see a seasonal movement in scores.

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Topics: customer success measurements, net promoter score, NPS trends

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About

redbord

I'm Michael Redbord. I work at HubSpot, a software company in Cambridge, MA.

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