SaaS Customer Success 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!

Singapore-Recruiting-CTA-FB1

Topics: customer success culture singapore

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

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.

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:

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.

Topics: customer success user experience

4 Reasons Customer Experience Managers Need Lifecycle Timeline Charts

Big fan of customer lifecycle charts here. I first learned about them formally from Josh Porter, head of UX at HubSpot. I like them because they're really, really easy and useful for creating engaging, smooth customer engagements for software and service development teams.

lifecycle timeline chart example
Topics: customer success user experience analytics

Measuring Customer Success in SaaS: Ladder & Usage Scoring Methods Compared

I've noticed two broadly used & accepted methods of quantitative customer success measurement in SaaS: laddering and scoring. A comparison is interesting.

customer success ladder
Topics: customer success SaaS customer success software customer success customer success measurements