Nick Mehta

You need the sales team to learn how to sell new things to your customers.

The product team needs to build products that are easy to adopt and use from the beginning.

We went from a single-product company to now portfolio products that we call customer cloud.

Yep.

So customer success, which is where we started, scale your CS team.

How do you not have to throw people at it?

There's customer experience.

Measure how your customers feel about you in terms of surveys, NPS, in application through email, and then really deep and natural language processing to understand

What are the themes that are coming up?

Are people upset about your pricing model?

Are they really happy with the sales experience?

Number three, revenue optimization.

That's all about now that you have these great, successful clients, how do you get them to spend more money?

So forecasting your renewals, driving expansion, identifying the cross-sell opportunity in your accounts.

And then finally, product experience, which says, okay, the most important thing is to make your product awesome because everything else doesn't matter if your product isn't awesome.

So in the app, you drop in a small amount of code.

onboard your users more easily, get them to try out new features, get feedback from the user in the application, and give them in-app support to guide them to the right experience to get them the most value out of your product.

It's a great question.

And when we decided to go to a multi-product, the first thing we got into was PX, the product experience area.

And there's great companies in there, Pendo, BlockMe.