Nathan Latka

Aladdin's like, I've got to be a prince because Jasmine deserves a prince.

Jasmine's like, are you that boy from the marketplace that I really, really liked and want to hang out with more?

And he's like, couldn't be me.

He's not listening to her.

Product and customer success don't listen to each other.

You talk past each other a lot of the time.

So the first thing that you need to do is actually build meaningful trust.

What that can look like is helping customer success see how stuff that they've asked you about actually makes it into the roadmap, actually gets fixed.

It can look like when a new feature is coming down, you actually provide meaningful training for your customer success team.

Nine times out of ten, when I'm talking to someone in customer success, they're like, yeah, we weren't ready for that.

No one told us it was coming.

And they're trying to troubleshoot lots of problems that they just have nothing.

They're figuring out with you on the phone.

It's frustrating.

Treat them as important as your hippos, right?

Because they actually have the most meaningful data, because they are talking to customers day in and day out.

Build a monthly roundtable where customer suggests just gets to come and share all the things that they remember hearing that month.

It's better than nothing, and it starts to build trust.

So then they're going to want to fill out your form.

Because if they don't trust you and they don't believe you're going to do anything with it, they're not going to fill out your form.