Nathan Latka

Nobody knows why.

They're taking it to their product team to figure out.

But I was on for five hours.

So that's something customer success looks at.

How long...

Are you on with someone to solve a problem?

How satisfied are people when you solve their problem or they talk to you, they fill out another little survey?

So all these things don't give you good product information.

So what ends up happening is every so often customer success comes and says, hey, I heard this thing.

And product goes, oh, did you hear it from a lot of people or tell me more about it?

And customer success says, oh, I don't really know.

And then nothing gets built.

And they stop telling you because they feel like you don't listen.

And then product teams stop asking because you feel like customer success doesn't understand the level of information you need to do something about it.

The good news is you can create systems that help customer success and product work together.

And my takeaway object artifact thing for you today, I built you an Airtable base that has a little form that customer success can fill out to get you that data in a way that's meaningful for you.

So the way it works, you get a spreadsheet of everything, and you can view it in this view, and then there's another view we'll show right in a second.

They get a form.

They add themselves.

They get a bunch of stuff that they quickly fill out.