SaaS Customer Success Blog

Turning Happy Customers into Brand Advocates, with Shep Hyken of Amazing Business Radio

We all want to make our customers happy. To do that repeatably, and at scale, isn't easy. You need to design your people, process, and technology that creates exceptional outcomes over and over again. It needs to adapt to a changing set of technologies, market forces, and competition.

It starts with a mindset of customer-centric design: walking in your customer’s shoes, understanding where they’re at and working backward from there. Adopting that perspective as a core tenant is key to helping your customers reach see success and growing a better business.

Topics: customer success customer advocacy

Building a Customer Obsessed Growth Culture with Anna Pogrebniak of Lumoa

At the end of the day, everything that you do inside a company, creates some effect outside the company. This thought was the basis for the conversation Anna Pogrebniak and I had about how to engineer a growing company's mindset, culture, and practices to truly solve for the customer.

Topics: software customer success user experience culture

A Conversation with Scott King on Marketing and Growing through Customer Success

 

Topics: customer success customer service management customer support startups customer advocacy

Customer Service Departments: The Why, Who, and How, with Impulse Creative

Do you know George B. Thomas? Here he is:

Topics: customer success hubspot

Why customer support must come before customer success

whynotbothgif.gifCustomer support and customer success are related, but distinct practices. And customers expect both from mature companies.

Q: Which do customers need most, and which do they expect first -- customer support or customer success?
A: Great customer support is a market force in 2018. Build great support from day one. Then time the building of a great success team after.
You can't build both at the same time. So which to do first?
Topics: customer success customer support