At INBOUND 2018, HubSpot founder and CTO Dharmesh Shah introduced HubSpot's Customer Code during a keynote address. The Customer Code (which is detailed below) is all about solving for customer success. Earlier in the speech, founder and CEO Brian Halligan had announced that the marketing funnel was out and the flywheel was in. Instead of seeing customers as the output of process in the funnel model, the flywheel puts customers in the center and focuses on removing friction to ensure smooth spinning.
ONEFIRE's team was in attendance that day and we found ourselves nodding along with Brian and Dharmesh. Through first-hand experience, we've learned that putting customer success first is the best approach to doing business. We had plenty of stories to share with other agencies about helping clients grow better.