SaaS Customer Success Blog

Michael Redbord

Recent Posts by Michael Redbord:

Going Dutch: An Interview on Technology, Human Behavior, and Customer Experience Magic

I was recently at TheNextWeb in Amsterdam giving a talk on how technology is changing human behavior, and how companies need to evolve to win.

Topics: events customer experience

Join us! An Upcoming Event: Flybridge Capital & HubSpot on Growth & Customer Success -- April 25th

I'm psyched to be putting on an event with Flybridge Capital on April 25th, 2019.

It's for Flybridge companies, Boston area founders, or CS folks. It should be good for networking and have some good content, too -- some courtesy of me!

Topics: customer success startups events

Earning the Customer Mindset and Customer Centric Strategy with HubShots, a podcast from down under!

Today, I got a chance to sit down with Ian Jacob and Craig Bailey on their amazing Aussie podcast on HubSpot, called HubShots. Craig and Ian are pictured below with Brian Halligan, HubSpot's Founder & CEO, at INBOUND17:

brian-craig-ian-inbound-2016

On the podcast, we didn't just want to talk about features and software. We really wanted to get into the how of customer service, and the why of customer-driven strategy. We did spend a few minutes on customer service software, but quickly got into a really cool chat about what a customer centric mindset looks like, and how it's a necessary foundation for a customer-driven company.

Topics: customer service management culture hubspot

Hiring for and Delivering Empathy in Customer Service (with Joey Price & BusinessLifeAndCoffee)

Podcasts are funny things. You spend a few minutes getting to know the host (or guest), then try your best to have a transcendently brilliant discussion...for an hour. That's hard!

Topics: hiring customer service management culture

"No one buys SaaS just to log on" and Other Customer Success Observations: A Podcast with ServiceRocket

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A revisionist history of B2B software goes something like this:

  • In the beginning, customers bought shrink-wrapped software from salespeople at software vendors.
  • In the beginning, vendors made their money on service contracts. Vendors knew that contract signature essentially guaranteed predictable revenue and good economics.
  • Then, Salesforce came along. B2B SaaS was born. The world changed.
  • Now, customers buy access to SaaS platforms, not shrink-wrapeped software.
  • Now, vendors have much more sophisticated economics, with higher upside for winners.
  • Now, vendors are not selling those nice service contracts any more, but are still looking for predictable revenue -- and often hunting for silver bullet to guarantee their economics.
The hunt for better SaaS economics takes us through usage data, customer success, and more. And it was just one topic we talked about on Helping Sells Radio the other day.
Topics: customer success customer success measurements