SaaS Customer Success Blog

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

Building HubSpot Singapore’s Foundational Culture & Team - A LinkedIn Post

I posted some thoughts on HubSpot, hiring, and Singapore on Linkedin. If you know anyone in Singapore, feel free to share and send them my direction!

Singapore-Recruiting-CTA-FB1

Topics: customer success culture singapore

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

What Is Customer Delight? It's Bullshit, That's What It Is.

The phrase "customer delight" is bullshit. A decent barometer for bullshit is a Google Images SERP:

customer_delight_is_bullshit

These results read more like Six Sigma and supply chain analysis than anything useful - much less anything a customer would care about. What a bunch of business drivel. It's a good sign that a business phrase has jumped the shark when a GIS page looks like this. Such depression.

Topics: customer success user experience