Nathan Latka

They've got a lot to do, and they're measured on call time, call volume, reduction in churn, things like that.

Caring about your form is another thing they have to do, but it's so valuable for the company, for their success, and for your success.

And the sooner that you can help them understand that and build a system that works for all of you.

So I made this form and this thing.

It may not work for your team, but if you work with customer success, you'll find something that will.

And the last thing that working with customer success lets you do is reverse engineer roadmap decisions.

And I alluded to this earlier, right?

Sometimes something ends up on the roadmap, and you're not sure if it's a good idea.

Sometimes your CEO says, oh, we need to build this thing.

And you're going, no, that's not the thing.

Customers don't need that.

Now you have at your fingertips data to potentially have that conversation, as opposed to waiting a month and doing some research in real time.

You may already know that's not a good decision, and you can prove it because you have customer success data.

And then it's not your opinion versus your CEO's.

it makes that conversation much easier.

So those roadmap things that might not be as good to do or those features you might be excited about, you might be able to justify moving them around with the data you've already gotten from customer success.

How powerful would that be for you?

So over the last 20 minutes, we talked about some of the huge challenges with your roadmap as a product.

the untapped resource, customer success, and why they matter and why it's hard, and then how to make it better.

So that's the end of my talk.