SaaS & Startups
Running support at a SaaS company or a startup, from first hire to the metrics that matter.
SaaS & StartupsWhat Does Customer Support Actually Cost?
Support bills you in four separate places, and most published figures price only the first. The real cost of customer support, line by line.
Jonas Budelmann•
SaaS & StartupsB2B Customer Service: What It Is and How to Do It Well
What B2B customer service actually is, how it differs from supporting consumers, and why the account matters more than the ticket in front of you.
Jonas Budelmann•
SaaS & StartupsCustomer Support Strategy: What It Costs to Get Right
A customer support strategy is four decisions: coverage, channels, what you automate, and how you measure it. What each one costs, and when to hire.
Jonas Budelmann•
SaaS & StartupsCustomer Service Performance Metrics That Matter
The customer service performance metrics worth tracking, with a plain formula and a sensible target for each, plus the AI-era numbers most lists skip.
Jennifer Tee•