SaaS Customer Success Blog

What's the difference between customer success and customer support?

Industry folk use both terms. Sometimes they interchange them freely or equivocate withoutrealizing it. Sometimes they draw sharp divisions between these two functions of a business.

The two are linked but different disciplines -- and require different mindsets and playbooks to win.

I had the real pleasure of talking about this topic with George Szundi, of Natero, a customer success platform for B2B companies. You can read the full write-up here on Natero's blog, or read the cliff's notes below for how success and support differ on in a few key areas.

Topics: customer success customer support

Giving Thanks in 2017 (And New Post on SalesHacker: "How Many Support Reps Do You Need?")

Check it out here, on SalesHacker.com.

I was psyched to write this piece, and have been a fan of SalesHacker and their community for a while. They have superb, actionable content and I always come away with a very clear tip or two from their articles.

Topics: hubspot support customer support

Learnings, Support, and Scale with SupConf Fall 2017

SupConf, the self-described "best support conference", took place in Atlanta last week for Fall 2017. And it was, indeed, truly excellent -- I really do agree with the superlative description, and learned a ton about remote work, knowledgebases, proactive support, and the SupportDriven community.

Personally, I was honored to have been able to kick it off with a talk on scaling your support team from 0 to 250+.

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Topics: software customer success customer support

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

New in Harvard Business Review: "Scaling Customer Service as Your Startup Grows"

Watching Customer Success grow as a growth engine for HubSpot has been one of the joys of my career. After 7.5 years, I took some time to write up my learnings on how to grow a services team as your company grows.

Topics: SaaS customer success customer support startups