SaaS Customer Success Blog

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

 

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

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 support customer success

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

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: customer support hubspot 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: customer support software customer success