SaaS Customer Success Blog

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:


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.

In particular, we talked about how leadership needs to "walk the customer walk" and for many companies, leadership is focused on short-term growth at all costs, and has a really hard time with it. I shared a few stories about how HubSpot became a more customer-centric company, and eventually learned the delicate balance between fast growth and customer success. (Hint: it's hard-won experience that gets you there.)

Check out the recording here, or on the HubSpots site! They also made a really nice transcript out of the talk, if you prefer to read rather than listen.

Topics: customer service management culture hubspot