SaaS Customer Success Blog

Earning the Customer Mindset and Customer Centric Strategy with HubSpots, 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: hubspot culture customer service management

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 culture customer service management

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

 

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

The One Key Trait That Great Product Managers and Support Managers Share

sharing_is_caring_memeProduct Managers and Support Managers don't end up in the same sentence often. But in my experience, Product Managers and Support Managers actually share some similar responsibilities and tasks:

  1. Both need to accomplish a hard job with specific goals and limited resources
  2. Both need to deeply understand systems dynamics
  3. Both need to regularly measure and improve output

As categories of work, both Product Managers and Support Managers do all of the above, and more. Great versions of both roles share one key trait, though.

Topics: software customer success user experience customer service management

How to Predict, Solve, and Avoid Dangerous Customer Service Queues

traffic_jam

As a customer base grows and a customer service team scales with that growth, it's almost inevitable that you'll run into nasty queue dynamics at least once. A few examples of environments where work queueing can occur:

  • Technical support ticket queues
  • Task queues that require human involvement
  • Customer onboarding queues

In a perfect world, a company would be staffed perfectly versus demand to deal with these constant streams of work. You'd have exactly the number of resources necessary to hit response timeframe goals on a daily/weekly/monthly basis, and all would be happy in the land of customer support. Back in reality, this is rarely the case when you're managing customer work in a fast-growth environment.

Topics: customer success software customer success customer service management