Siddharth Deswal's Blog

The weblog of Siddharth Deswal

Month: September 2016

Why No One Responds To Your Customer Success Managers

Who am I writing this for: people who are building or managing a Customer Success function. What’s my key point: your CSMs need to provide value, and for that it’s better they¬†specialize based on industry (or business-type) versus round-robin or regional distribution. Our experience with the Hubspot CSM When we bought Hubspot as our marketing

In SaaS, the problem shifts as you move to the enterprise

Who is this for: startup founders who’re building SaaS tools. TL;DR: when you’re a ‘tool’ the problem is a tactical one that’s solved by the product, but as you start adding features, increase prices and become more than a tool, the problem you’re solving tends to move towards your customer’s ‘success’ and you solve it through services,

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