A story about support and product working together
Negotiating is one of those situations where not doing it seems so much easier than doing it. Kind of like jumping off a moving train to save time.
We’ll explore two negotiations. One that went horribly wrong and another that went a little bit better.
With 30 years in customer service, Mikael Blaisdell shares his insights into the past and on the future of the industry.
The forces driving the evolution of customer service
The future of customer service
Why SaaS changes everything
The importance of data
Ben shares how he got started conducting user interviews and sharing those insights with his team.
Getting started with user interviews
Learning insights from talking with users
Sharing results with the team
Learning to do user research
It’s not often we get to hear about how an online community gets started. Mercer Smith-Looper, Customer Champion and Community Moderator at Wistia, gives us the inside scoop on how the Wistia Community came to be and what it’s like to do both support and community management at the same time.
Going from idea to launch
Support and community
Getting started with community
Mat Patterson, Head of Customer Support at Campaign Monitor, talks about the challenges that come with growing his team around the world and in the office.
Deciding to go remote
Recruiting, interview and hiring remotely
Working with remote peers
Mike Grafham, head of Customer Success at Yammer, shares his experiences growing his team and talking about the evolving nature of Customer Success.
The origin of Customer Success at Yammer
Deciding which customers to talk to
Measuring Customer Success
Building a network of customers and partners
Moving from account based to activity based
Hiring for Customer Success
Building a Customer Success team
Tips for getting started in Customer Success
Part 2 of Christa Collins’ interview on growing her team from 1 to 180.
Changing how work gets done as the team grows
The role of teams and team leaders
Giving opportunities for the many, many talents of her people
Working with other departments
What to do if Christa had to do it all over again
Christa Collins, VP of Customer Care at Squarespace, shares her experiences with the challenges of growing the team from 1 to over 180 people.
Going from Christa’s kitchen to New York City
Is this a job or a career?
Facing the challenges of scheduling 24/7 support
Hiring and building a team in Dublin
Building relationships and culture across New York and Dublin