SaaS Customer Success Blog

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 support customer success

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

4 Reasons Customer Experience Managers Need Lifecycle Timeline Charts

Big fan of customer lifecycle charts here. I first learned about them formally from Josh Porter, head of UX at HubSpot. I like them because they're really, really easy and useful for creating engaging, smooth customer engagements for software and service development teams.

Topics: customer success analytics user experience