Sep 29, 2020

Read Time 4 min

Top 10 Customer Success Takeaways from INBOUND 2020


HubSpot INBOUND 2020

For the first time in nine years, HubSpot’s INBOUND conference was not able to hosted as an in-person experience for obvious reasons. Instead they created a new immersive online experience that took course over two days (September 22 & 23, 2020). 

The magic of INBOUND is and always has been the “it” factor that happens when you bring together incredible speakers covering unique and interesting topics, creative activations & experiences and a uniquely engaged attendee base that brings it all to life. So just as they have never settled for the status quo in their in-person experience, they put a stake in the ground that an online INBOUND experience would be no different. And it lived up to its promise. 

If you weren’t able to attend the two full days, no worries, we have compiled our top ten favorite Customer Success takeaways for you here. 

1.) Customers today have very high expectations (and there’s stats to prove it). 

🤯Check out 2 mind-blowing stats about Customer Expectations!

One more interesting session by @GulatiAdriti at #INBOUND2020 #Inbound #CustomerExpectation

— Jignesh Thakkar (@socialjignesh) September 22, 2020

2.) Every employee is on the Customer Success team.

“Mindset, commitment and employee satisfaction are the key steps in order to build a culture of customer success
Thanks @heidilasker for succinctly highlighting the relevant steps in order to achieve customer success in your short speech. @INBOUND #INBOUND2020 #CustomerSuccess

— Himanshu Rauthan | 🚨 #StayAtHome | #INBOUND2020 (@himanshurauthan) September 22, 2020

3.) Customer Service ≠ Customer Experience 

Customer service does not equal customer experience

Dynamic Duo: From Customer Service to Customer Experience with @irinasays #INBOUND2020

— Alexis Rogers (@alexismrogers) September 22, 2020

4.) Customers might not be the most responsive right now.

Great program on customer data at #inbound2020 from @ericmartinYC – survey rates are down from 20% to 2% – Twitter is the world’s largest focus group representing the largest archive of public thought – unprompted, honest, organic, unsolicited, unmeasured, emotional

— Gina Rubel, Marketing, PR & Crisis Advisor (@GinaRubel) September 22, 2020

5.) Customers are willing to pay more for a positive experience. 

Transforming customer experience has been a recurring theme during #INBOUND. One headline stat was:

86% of customers are willing to pay more for better experiences.

Brand loyalty is not a given and can easily be lost. #Inbound2020 #HubSpot #UX #CX

— Inbound Fintech (@InboundFintech) September 23, 2020

6.) You should be striving to get to a place where you can tell a client “no”. Goal is to be able to cite a reason, give 2-3 options and let them choose.

Want to move “up” a stage in my Agency Satisfaction Index, by shifting your client relationships for the better? There are 3 priorities as you move up from Powerless to Overwhelmed to Confident to Valued. #INBOUND2020

— Karl Sakas (@KarlSakas) September 23, 2020

7.) You need a diverse team to be able to serve a diverse customer base. 

If you do not have a diverse team, you will not meet the diverse needs of your customers.@katyaandresen | #INBOUND2020 | @INBOUND

— ClearVoice (@ClearVoice) September 23, 2020

8.) You can be 466% more successful when you implement VOC research.

#DYK? You can be 466% more successful when you implement the voice of the customer research! 🤯 Via @LukeReynebeau #INBOUND2020

— Kirsten Lund (@DigitalKirsten) September 23, 2020

9.) You need to truly listen to your customers to help solve their most important problems. 

It’s only when you truly listen to your customers that you can help solve their most important problems. Appreciate the kind words, Brian.

— Sasan Goodarzi (@sasan_goodarzi) September 23, 2020

10.) Your customers will benefit the most from continuous best practice training versus focusing on new tips. 

New tips versus classic advice? Consider: “People need to be reminded more often than they need to be instructed.” @DrSamuelJohnson #quote #INBOUND2020

— Karl Sakas (@KarlSakas) September 23, 2020

Looking for more great industry content like you saw at INBOUND 2020? Then be sure to register for BIG RYG, ChurnZero’s upcoming virtual conference built for current and future leaders in Customer Success. 

Register Now

Customer Success Around the Web

Fighting Churn is a newsletter of inspiration, ideas and news on customer success, churn, renewal and other stuff and is curated by ChurnZero.


Subscribe to the newsletter   

Four customer engagement strategies for SaaS companies

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. When you have only a handful of customers, your sales team, product team, customer support...

Where do you stand?: Five hot topics of debate in Customer Success

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. With the emergence of new technologies, market trends, and CS practices, the industry is abuzz with debate and discussion. To explore some of the most...

Customer Success benchmarks: headcount and budgets

The most important part of Customer Success is the team. Yet, many teams fall well below industry benchmarks. More than three-quarters (77%) of Customer Success teams have fewer than 50 people on staff. That’s according to our annual Customer Success Leadership Study...