Michael Redbord, on Jul 11, 2018 8:50:00 AM
Michael Redbord, on Jan 24, 2018 7:49:00 AM
Customer 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?
Michael Redbord, on Jan 17, 2018 10:17:57 AM
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.
Michael Redbord, on Nov 29, 2017 7:55:01 PM
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.
Michael Redbord, on Nov 13, 2017 9:58:51 AM
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+.