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Delight Masterclass with Alison Elworthy - Ask Questions Here

HubSpot社員

The cost of acquiring a new customer is dramatically higher than the cost of retaining an existing customer. Creating the final step of the inbound approach, delighting customers should be treated with the same care and attention as all the other steps of the methodology.

7件の返信7
HubSpot社員

What is one of the biggest mistakes a startup can make when it comes to thinking of customer success?

 

一般投稿者

In your opinion, how does customer success work for metasearch tools (i.ie Kayak.com)?

And how to validate product-market fit in that field (where customers just enter, search and define whether to buy or not)?

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一般投稿者

I understand that customer success and listening to customers is very important.  However, how do you determine if you should change your vision based on what customers want vs what you believe was the initial problem you were solving?

新規投稿者

Hi Alison, could you talk about some of the key considerations we need to think about when deciding how many customers a Customer Success hire will be able to handle well? In your experience, have you discovered any rules about how many customers is too many for one person to work with?

一般投稿者

How would you describe the characteristics of an ideal support candidate to hire? (after founder stage)

一般投稿者

In a 2 sided marketplace, how does a startup with limited resources and bandwidth prioritize which side to cater to?

 

一般投稿者

In a 2-sided marketplace you have two sets of customers - merchants and consumers.  Sometimes the needs of one segment maybe in direct conflict with the other.  What do you prioritize?  How do you create a win-win for all?