Mohammed Yunus

We want to understand that what exactly is the role of an event manager?

How do they go about and try to get sponsors, exhibitors, attendees?

What are things that they need to really sell their virtual event and make money out of it?

And all of those things, we documented it.

We documented those emails that we actually sent to get sponsors, to bring exhibitors on board, to run really highly successful virtual events with hundreds and thousands of attendees.

And we converted all of them into playbooks.

And we also realized that, you know what, okay, on the day of the event, you know, if things are required purely from a support perspective, what are some of those things that are needed?

You know, how do we want to offer customer support on that day?

Because it's not like a typical software where, you know, again, you know, you take it and you can expect a response in the next day or two.

It is the event day.

You want to make sure that things are handled in seconds, not even in minutes.

so just knowing about how the customer actually uses software and then defining each one of those success metrics okay what would be a success metric for a customer how would they rate you when they will get a service like this all of those have been just really really important for us

We have always been, again, just inspired by Brian from Airbnb, and what we did was, at that particular time, just really going and defining, for everything that we do, just, again, how would we rate ourselves for each one of those things that we are going to provide our customers?

If we just give them the technology,

and just let them play with it, how would we do it ourselves?

But if we give that technology, along with an amazing customer support, or with a great onboarding, with the right playbooks that will help them get sponsors onboard, get exhibitors onboard, get attendees onboard, what would they think about that experience?

And if we can agree with them, okay, what is that end goal that they're trying to achieve?

Is it $1 million in sales of their in-person event or virtual event?

Is it X number of attendees?

What is that the core KPI that they're trying to achieve using our software?