Dharmesh Shah argues that customer happiness shouldn't be a support team's job after the sale. Instead, every employee from marketing onward should engineer happiness into their work from the first touchpoint, making it the company's core output, not an afterthought.
There's a difference between making customers happy and making happy customers. I had a company meeting recently where we announced we're not gonna invest in sales and marketing. And what I said was, we don't want to focus on making customers happy because what that connotates is like, okay, well, sales and marketing does this over here. Some number of customers show up and then it's product engineering, support, and all those folks that are then responsible, quote unquote, for making the customers that we have happy. That is not the right answer. The right answer is the entire purpose of the business is to produce happy customers. That's the output. It's not something you do after the fact. It starts from first exposure, starts from marketing, all the way on through sales and everything. And so everybody in the company needs to be thinking about, is what I am doing contributing to the raw output, the raw goal of the company, which is to manufacture, manufacture happy customers?
Is SaaS really dead? Dharmesh Shah from HubSpot on AI, Vibe-Coding & the Future of Work
Agents, Metaprompting and Tech-powered Parenting with HubSpot CTO Dharmesh Shah
