SaaS Customer Success Blog

Talking Customer Success Philosophy with PlanHat

I had a really fun conversation with Megan Lozicki from Planhat about customer success the other day. We got down to -- I think -- some useful brass tacks on how to build teams, and also some key philosophies behind how I and the gang at HubSpot think about customer success.

Click to check it out here!

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Topics: SaaS customer success user experience customer support

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

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

On the SaaS Adoption Curve: When to Solve for the Current Customer

To aggressively oversimplify the world of SaaS, there are two potential goals of a product: solving for the current customer, and solving for the future customer. In this post, I'm going to explain how to map these goals against the classic S curve of adoption that represents the market’s reaction to a new technology.

basic_s_curve_of_innovation

First, I'm going to re-label the S curve a bit and re-frame it in terms of customer experience goals for a product.

Topics: SaaS customer success user experience fake MBA stuff

Why "Don't Reply to This Email" Is Bad Customer Service

The problem:

do not reply to this email

Topics: user experience marketing