QFlow Systems’ Post

Success in business is easy — you only need three simple things: 1️⃣ A good product 2️⃣ An affordable price 3️⃣ People who make you feel at home when you walk through the door At WP Umbrella, we believe we’ve got these covered: • A cool product that solves real problems. • A price anyone can afford ($1.99). • And most importantly, a customer support team that genuinely cares. Today, I’m thrilled to welcome Doroteja Zrnovic to our team! 🎉 At WP Umbrella, being part of customer support isn’t just about answering tickets or escalating bugs. It’s about making people feel heard, supported, and part of a community. When Boris Zarev joined our team, I told him I wanted people to come to our booth at WordCamp Europe to talk to him, not just about the product. Because that’s what happens when you truly care about people—they care about you too. We can get by with a developer who still has room to grow or a marketer finding their stride. But in customer support, there’s no room for someone who doesn’t make our users feel valued and welcome. Welcome aboard, Doroteja—excited for what’s ahead! 🚀

If I had a magic wand as a CSM, here’s what I’d do: I’d make all the filters in our relationships disappear—both with customers and internal teams. If you don’t understand what your customers are saying, tell them. If your customers aren’t doing the right thing, let them know. If your product isn’t adding value, they should feel free to tell you. If your knowledge about the product or industry is lacking, they should be able to point it out. Honest and candid conversations show that you care about the team and the people involved. That’s why you’re being straightforward instead of leaving things unsaid. Do you practice candor in your daily work? How do you do it? I’d love to hear your thoughts. ------------------ ▶️ Want to see more content like this and also connect with other CS & SaaS enthusiasts? You should join Tidbits. We do short round-ups a few times a week to help you learn what it takes to be a top-notch customer success professional. Join 1591+ community members! 💥 [link in the comments section]

After leading many customer success initiatives—some unsuccessful and some successful—I’ve realized one key thing. Cross-team collaboration is crucial for generating value, especially in the world of customer success. As CSMs, we probably understand this better than anyone. We work with almost every function across the company—Support, Sales, Marketing, Product, Engineering, Finance, and more. So, what’s the key to collaborating effectively with such a wide range of teams? Clear communication and empathy. When we make a genuine effort to clearly communicate our goals, and we truly listen to understand others’ goals—that’s when opportunities are created. That’s when real collaboration happens. When we collaborate well, we achieve so much more than we ever could alone. I remember times when simply sitting down with another team cleared up things and opened doors we didn’t know existed. How do you foster effective cross-team collaboration? I’d love to hear your thoughts. ------------------ ▶️ Want to see more content like this and also connect with other CS & SaaS enthusiasts? You should join Tidbits. We do short round-ups a few times a week to help you learn what it takes to be a top-notch customer success professional. Join 1787+ community members! 💥 [link in the comments section]

🔔 𝐖𝐡𝐚𝐭'𝐬 𝐍𝐞𝐰 𝐓𝐡𝐢𝐬 𝐉𝐮𝐥𝐲 🔔 In this new LinkedIn post format, we'll highlight the latest updates to our tool each month, designed to simplify your life. Check out our July features in pictures and get ready to: ✅ Directly create follow-up tasks from checklists ✅ Assign tasks directly via email to the person of your choice ✅ Receive a bi-weekly automated email recap ✅ Connect through Single-Sign-On function #URBEST #ContinuousImprovement #CustomSolutions

The importance of proper onboarding cannot be overstated—it's possibly the most crucial factor in ensuring your customers thrive with your product. You can have the most feature-rich product on the market, but those features aren’t helpful if your customers don’t understand how to use them. Additionally, if customers feel unsupported when problems arise, even the best deal won't keep them satisfied. That’s why, as soon as you start your 30-day trial of Virtual Field, we introduce you to your dedicated customer success manager. Their primary role is to ensure you successfully navigate and utilize Virtual Field to its fullest potential, just as their title suggests! If you’re interested in trying out Virtual Field free for 30 days, you can sign up here: https://lnkd.in/gwVsRNg

I just have to take a minute to humble brag on my team today. What you see in this picture is Midland's "Contact Center." We are a small but mighty team of me plus three amazing Support Ambassadors. We aren't outsourced. We aren't offshore. We don't require a BPO or staffing or nesting. This is it. We are it. The face (and now the voice) of the brand to the best customers in the world. I've been at Midland Radio Corporation for just over a year, and this team - let me just tell you - they have rolled with everything I have thrown at them. From migrating off our existing ticketing system to Zendesk in the first three months, to adding in a Chatbot, to adjusting to AI, and now with adding phones with our new partner Aircall - they have risen to every occasion like absolute champions and learned new tech and leaned into the changes with cooperation, collaboration, humor, and a whole lot of relying on each other. Midland prides itself on its industry-leading customer support and embodying the warm, friendly, Midwestern brand. We were forced to turn off incoming phones for Support during the pandemic and there just hasn't been a team in place since then to get that channel back up and running. Until today. As of 9 am this morning, the Midland phones were lighting up and this team was ready to (literally!) answer the call. It's been a year in the making and it's been important to do it thoughtfully, strategically, and in a way that makes sense for the business and I think we did it. But this team is the reason and I'm super grateful to be able to lead such a talented group. Recently, three of us were able to attend the Customer Contact Week conference in Nashville and among all these giant corporations and huge providers, we were this tiny little family-owned company from Kansas City. I was asked several times by conference-goers once they found out the size of my Contact Center team, "What do you hope to get out of this week?" My answer will never change. It doesn't matter if you have a team of thousands or a team of three - if you don't have empathy and you can't connect with the customer, then you won't ever be successful. At the core of our mission is empathy; it's the guiding principle that allows us to deeply understand and actively respond to our customers’ needs. This customer-centric philosophy has not only nurtured lasting relationships but has also established a culture of continuous improvement within our team for nearly 60 years! So a shoutout to my awesome team and to anyone who is working the front lines every day in Customer Support. You are seen and appreciated and so dang important. (Also a shoutout to Paramount for the perfect shirt for today.) :) #callforagoodtime #justnotalongtime #ivegotkpistohit #contactcenter #customersupport #customercontact

Today, I want to take a moment to thank my friend and colleague, Martine Niermans from Zendesk. Martine is not only an exceptional Customer Success leader but also has been a true friend on my journey. She’s someone I trust deeply—whether we’re discussing strategic decisions or tackling the challenges of scalingor even life in general. Her advice is always thoughtful, candid, and rooted in experience, which makes every conversation with her both insightful and so much fun. Recently, Martine recommended I read Revenue Architecture by Jacco van der Kooij (cover below), and she couldn’t have picked a better moment. With the rapid growth we’re experiencing, this book has been a valuable asset as we are currently laying the groundwork for our next phase. Here are some key takeaways from the first half that align perfectly with where we are today: 1. Aligning Revenue Strategy Across Teams: Jacco emphasizes the need for a cohesive revenue strategy that brings together Sales, Marketing, and Customer Success. At our current pace, this alignment isn’t just helpful; it’s essential to creating a unified, performance-oriented culture. It’s a timely reminder that when everyone is working toward the same vision, growth becomes a shared mission rather than a siloed effort. Even though it might seem as a no brainer in theory, focusing on the execution of this is time well spent. 2. Developing a Repeatable Sales Process: One of the book’s insights that really struck me is the emphasis on building a repeatable sales process. This structure is invaluable as we bring on new talent and broaden our market reach. With a solid process in place, we can scale without compromising on quality or consistency. Jacco’s perspective reinforces the importance of operational discipline for predictable and sustainable growth. 3. Customer-Centric Architecture: Perhaps the most resonant takeaway so far has been the focus on designing a customer-centered revenue architecture. Scaling isn’t just about adding numbers; it’s about enhancing the customer experience at every step. This approach will be critical as we grow, helping us preserve the trust and loyalty that have driven our success so far. Thank you, Martine, for always pointing me toward insights that help us move forward. Your support and guidance make a real difference in this journey, and I’m grateful to have you as a friend and peer. I look forward to continuing to apply these principles as we navigate this exciting phase of growth.

Advice from our speakers to customer success professionals! 🎉 A huge thank you to Tessa Kaiser (Contentful), Sarah Fehrs (Zeotap), and everyone who joined our online session on Post-onboarding engagement yesterday. Here’s a quick highlight from our speakers sharing advice for customer success professionals just starting out: Harness the power of internal knowledge Remember that every challenge is an opportunity Stay outcomes-focused in your approach Be curious and show genuine interest in your customers But listen for yourselves in this video snippet where Tessa and Sarah share their tips. 💡 👇

When I was selling at HubSpot, I was excited about product updates because it gave me something new to talk about, but I rarely got to see the impact of these tools firsthand. Now as a HubSpot Partner, I'm extra excited about product updates because it gives me new tools and strategies to implement, and I'm lucky enough to have a front row seat to see results unfold! 📈📈 Can't wait to get my hands on all of this new game changing functionality, definitely check it out and let me know if you need help getting any of these tools implemented (properly)! #hubspot #hubspotpartner #crmtransformation #success #businessstrategy #revops #growthstrategy https://lnkd.in/eMV9PyxT

🚀 Iris is Now Available in Slack! 🚀 From the start, our mission has been to give every business the tools to be their own experts. We knew that starting with RFPs and security questionnaires would give us access to critical data and create ongoing, real-time enablement for sales teams. That’s what makes the best reps, the best. Every deal and every conversation matters, and we’ve built Iris to make sure you have access to the knowledge that powers those moments. Today, I’m thrilled to share our newest evolution: Iris is now fully integrated with Slack. Ask questions, start projects, and get updates—all within Slack, giving your team the knowledge they need, exactly when they need it. Check out my latest blog post on how this integration continues our mission to simplify the hardest parts of selling and empower your team to close more deals!