Saas Breakthrough

Meet Rachel Yen, a Customer Events & Experience Specialist at HubSpot. Rachel has been growing HubSpot's Customer Delight program since 2016 and loves to preach customization over automation. In this episode, you'll hear about the start of HubSpot's Customer Delight program, how it got off the ground and how HubSpot is humanizing customer success with an amazing gift-giving initiative. You'll also learn how to balance personalization with gifts, the goal set for gift-giving and how to maximize your return on these initiatives. And finally, you'll hear where Rachel thinks business is heading in 2020 and beyond. It was so great to have HubSpot back on. Enjoy! Notes: 03:00 Integrating Marketing, Sales And Service Software 04:50 Getting The Foot On The Door Of A Company With The Right Values And Perks 07:15 Taking Over The Customer Delight Program 09:30 Selling An Initiative To Leadership Based On The Company Culture 11:00 Breaking With The Materialistic Side Of End-Of-Year Gift-Giving 12:50 Identifying Oppo