Michael Redbord
@redbord
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Boston MA. Former @hubspot and @saasworks. Likes: SaaS, travel, customers. Dislikes: average food, full sentences.
Boston, MA
Joined January 2008
Wow, some surprising data in here about the state of customer success, tools, and teams. I'm psyched to share these insights into the state of customer success by @markroberge and Jake Taucher, via @SaaSWorks! https://t.co/G3lFkXQwCx
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I'm really excited to share some insights into the state of customer success in 2020 from Jake Tauscher and Mark Roberge. https://t.co/CuABy9y3mQ
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This week on the Adding Value Podcast, Guido is joined by former @HubSpot Service Hub GM and current SaaSWorks VP of Operations Mike Redbord (@redbord). Tune in to learn more from Mike about how businesses can create a powerful #CustomerExperience:
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Post-Series B, the @Jebbit team had a surprising realization: Customer Success was unintentionally “masking” groups of unhealthy customers with stellar support. Here’s how they started scoring customer health and found an “unemotional source of truth.”
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Come hang out with me and @clientsuccess to talk customer-centric renewals that actually keep you, as a #customersuccess leader, sane!
linkedin.com
We're pumped to keep our Customer Success Leadership webinar series going! Join us this Thursday at 2pm Eastern / 11am Pacific with Michael Redbord, Head of Ops at SaaSWorks and former VP of Customer...
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Fascinating take on labor, tech, and professional identity: The Making of the Tech Worker Movement
logicmag.io
A long look at the mechanics of a movement.
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If you are in SaaS and needing some ideas on how to handle your customer contracts during these crazy times, check out @redbord recent chat with folks over at @success_hacker
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@redbord joined me again for his second podcast stint today, covering how you build a career in support! #customersupportleaders #podcast #interviews #support #careers
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Interesting day re-booking a trip given #covid and #SaaStr2020 cancellation. Brands creating loyalty & promoting global health: @bookingcom @InterConHotels @JetBlue @saastr 🙏 Brands losing loyalty & creating economic incentive to spread disease: @UnitedAirways @HotelTonight 🦠
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Great analysis by @NewBreedMktg on churn models in SaaS:
newbreedrevenue.com
Churn is one of the most important metrics you can measure, and it should inform many of your marketing and customer service efforts.
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Solid read. This is a great article on how the skills SaaS businesses need, like Support, often live in other industries we don't "think" of hiring from: Why You Should Hire Retail or Food Service Workers For Customer Support
nicereply.com
Let’s take a look at how the skills you build in retail and food service roles lend themselves to providing an excellent customer experience.
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Southwest Airlines’ Bad Week Shows the Difference Between Customer Service and Customer Centricity. "Even the best customer service can’t fix the damage done by company-centric decision-making." --> by @mattlemay
link.medium.com
Every idea needs a Medium
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Fascinating data on the startup ecosystem, especially in the way founders vs. VCs think. Take a look: @firstround surveyed hundreds of startup builders to find out in this year’s State of Startups Survey:
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As I work on my own mentorship skills, this was an excellent read: How to Be a Career-Changing Mentor — 25 Tips From The Best Mentors We Know –
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➡️If you want to grow your business, you need customer advocates. ➡️Customers become advocates when you put their success first. In this blog post, @redbord shares @HubSpot's new inbound methodology that encompasses the tenets of #customersuccess. 📄 https://t.co/rGE1wVjBDf
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50 Best Customer Service Blogs You Should be Reading. Featuring @billquiseng, @chiprbell, @jeannebliss, @annettefranz, @fonolo, @hodusoft, @jaybaer, @MarshaCollier, @joerawlinson, @ShaunBelding, @supportdriven, @TCFCR, @TeresaAllen, and @flavmartins
https://t.co/lVuUaZBbMy
supportbee.com
A list of the 50 best customer service blogs that you should be reading to improve your customer service game
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Out of the current 56 people who work at Basecamp, 33 have been with us for 5+ years. Of those 33, 25 have been with us for 7+ years, and 10 have been with us for 10+ years.
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A recap from one of my favorite events of the year, Support Driven's Summit Leadership Conference! https://t.co/ggElVAU2xS via @supportdriven
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