SaaS Customer Success Blog

Michael Redbord

Recent Posts by Michael Redbord:

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

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