Apple Podcasts | Google Podcasts | Stitcher | Spotify   Don't you wish you were able to understand and predict what your customers specifically need and want from you? Not just in terms of the products, features, or benefits that come with doing business with you, but also in terms of the whole experience. No one can promise all those answers here, least of all me. But I think our guest on this episode can walk us closer to this understanding by providing us with some valuable insights developed over the past decade with a smart, scaling company. Today I have the pleasure of introducing a guest who offers a lot to the sales, marketing, and customer success communities by shaping how we understand our customers. Currently serving as the General Manager of Service Hub, HubSpot's new all-in-one customer service software, Mike Redbord has spent the past nine and a half years helping customers find success with HubSpot software. VP, Global, Services, Success, Adoption, Support, and – of course – Customer are all words he's had in his titles over that time. Mike acknowledges that a lot of what happens to create an experience sits on a whiteboard in ...