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For SaaS companies, it's even more important to develop a strong focus on customers because of the business models most of these companies use. Having one person, or even one department, serve as the voice of the customer internally is not enough. Instead, they need everyone in the organization to understand what it takes to provide the customer service that makes customers happy.

  • CK

    Colin Kennedy

    almost 2 years ago #

    The concept of a "hugger" is interesting. Any insight into what FullStory calls this position on job boards and what the background is of most of the people who are hired for this position? Are they product managers, customer success/support reps that are looking for a slightly different work experience or are they proactively looking for someone with a fresh perspective? Thanks!

    • AA

      Anuj Adhiya

      almost 2 years ago #

      We're actually going to have @amy_e_ellis, FullStory's Marketing lead on for an AMA soon - you can ask her then :)

  • MS

    Mark Silver

    almost 2 years ago #

    Great piece! I couldn't agree more with the importance of building customer centric teams.

    Check out this article, https://blog.walkme.com/improve-customer-retention/?t=20¶1=SMO, I think you'd enjoy it as well :)

  • NR

    Niraj Ranjan Rout

    almost 2 years ago #

    Great article. I did like the concept of FullStory's 'Huggers' role. Such efforts will indeed pay off and help understand your customers better. A surefire way of improving your customer experience.

    Thanks for sharing this @paigepicard :)

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