Nathan Latka

And then you get qualitative data.

And that becomes meaningful because then you can aggregate it.

You can look at, of this qualitative data I got, what's the quantity of things that are repetitive?

Where should I be paying attention?

Or, oh, I really want to focus on this new feature.

Does anything in this information support the idea of that new feature?

It becomes really, really powerful.

And you can look at it in a nice view, like I said.

This is a great view where you can sort of see things at scale.

And if you've never used Airtable, it's like spreadsheets on crack.

It's really great.

You don't have to use this system, and you don't have to use Airtable.

But finding some way where you and customer success can collaborate is super important.

So how do you effectively partner with customer success?

There's three things.

So the first one, build trust.

The second, build shared systems.

And the third, reverse engineer roadmap decisions.

As I mentioned, customer success and product don't hang out because they feel like they don't listen to each other, right?

It's like in Aladdin.